The CX Blog

I added my own experience with Clearwire to this write up of the growing list of poster-kids for companies using twitter as a service channel.
It’s an excellent channel that has an immediate and profound brand impact: it’s direct, it’s transparent, it’s human. Try it, you’ll like it.

[Read more →]

Craig Newmark, the founder of Craiglist.org, is by his own admission the Customer-Service-Agent-in-Chief of Craigslist. I’ve admired this guy for a long time and for all the reasons we all admire him, but I simply swooned with admiration when he posted his service manifesto on Change This back 2005 and eloquently laid out his philosophy of service and community.

[Read more →]