The CX Blog

I was thinking this weekend, as my partner attempted yet again to move her group of professional phone channels (3 different yet linked accounts) into one long-term commitment with ATT that included an iPhone, about how often Marketing/Sales and Customer Service seem to be playing on different teams.
Fortunately, I think we’re seeing light at the end of the tunnel and no, it’s not a train. It’s social media–but I’ll get to that in a second.

[Read more →]

As a yoga aficionada, I was interested in a recent post at the Graco company blog site that talked about starting a yoga class. What struck me about this post was how focused it was on the human side of the company–not pushing products, but rather “walking-the-walk,” or in other words being what they advertise….

[Read more →]

Jeremiah Owyang highlighted a recent study by his colleague Josh Bernoff of Groundswell fame at Forrester about the rise in social media adoption from 2007 to 2008.
My question is: how can we use this information to create better online customer experience, customer support, customer sat and feedback loops…and what new tools do we need to be thinking about in order to harvest this stuff better?

[Read more →]