Guest Poster: Sean McGinnis It is my pleasure to introduce Sean McGinnis. Sean McGinnis is founder of 312 Digital , a company that provides digital marketing training for business owners, marketers, consultants and agency employees. He consults, speaks and blogs about SEO, internet marketing & social media. Sean is based in Chicago and has been …

Don’t Stalk Me: A Customer Experience Cautionary Tale Read More »

When he was running for President in 1991, then-candidate Bill Clinton had a list of three fundamental campaign messages posted on the wall of his campaign headquarters: These three messages embodied the heart of what the Clinton campaign wished to convey to the country, which they did to the tune of a successful presidential election. …

What President Clinton Can Teach Us About Customer Service Read More »

I had an extremely disappointing experience with my car company the other day. Though I have every right to call this company out, I am not going to say who the car company is. Instead, I would like to focus on what happened and how a company can do extreme damage to its brand and …

Fine Print Is Inevitable; Bait and Switch Is Not Read More »

I have a terrible customer service story to share. It is a story of bait and switch advertising so blatant that everyone I tell it to is shocked by the brazenness of it. People literally get mad just hearing the story. But something happened as I began writing the story this weekend: I found myself …

Why I Don’t Call Out Bad Companies by Name on This Blog Read More »

Today is my two year anniversary of blogging, and I would like to admit something: I don’t know everything. It’s an obvious statement, of course, who does know everything. But it helps me make my larger point that this blog is primarily a single author blog. While we are increasing our guest posts significantly, at …

Smack Me Down Hard: This Blog Will Be Better for It Read More »

Guest Poster: Gareth Cartman It is my pleasure to introduce Gareth Cartman. Gareth works with MS Dynamics CRM partner, Preact, and blogs frequently on tech, outsourcing & marketing issues. When was the last time you had a really good customer experience? They stand out, don’t they? But do we shout about them? Not usually. While …

Customer Service: What Does Good Look Like? Read More »

One of my favorite ideas is the concept of letting people “rent space” in your head. The idea is based on the premise that people only have power over our emotions to the extent that we allow them to. If someone cuts you off in traffic, do you… If you chose answer 3, that is …

Are You Renting Customers Space in Your Head? Read More »

On March 7, 2012, we asked 19 business, marketing and customer service experts the fundamental question: What is Customer Service? We received some truly insightful answers and thought we would revisit some of the better nuggets by creating a SlideShare presentation. If you missed the original post or have not read it in awhile, check …

What is Customer Service? A Look Back via SlideShare Read More »

Guest Poster: Andrew Konoff It is my pleasure to introduce Andrew Konoff. Andrew is the Marketing and Community Manager at GoInstant, a co-browsing company. There, he runs a blog that focuses on bringing customer experience management to a broader audience. You can find him on Twitter as @andrewkonoff. Last week I decided it was finally …

Five Ways that Video Matters for Customer Experience Read More »