Instead of a roundup looking back at the past year, I thought I would take a look forward in this final day of 2011. This blog will be changing a good bit in the coming year, and I wanted to talk briefly
More...The original title of this post was Is Bad Customer Service the Norm? It is a catchy title — better than my current one — however, there is only one problem with it: It isn’t true. My
More...Volume 2: November 2011 Mashup Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Customer Experience Resource:
More...What is Customer Lifetime Value and Why Is It Important? Customer Lifetime Value (CLV) attempts to determine the economic value a customer brings over their “lifetime” with the business.
More...The spirit of Thanksgiving is embodied in the name of the day. Somewhere among the football games, the super-caloric gorging, and the tryptophan-induced dozing, we all hopefully pause to reflect and to
More...On occasion, we like to take a break from our regular content to highlight a worthy cause outside of our normal discussions of business and customer service. This Nonprofit Spotlight is dedicated to the
More...I had the pleasure of attending the DiJulius Group’s Secret Service Summit last week. While many of my fellow bloggers were attending Blogworld in sunny Los Angeles, I decided to head a different direction
More...Volume 1: October 2011 Mashup Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Many thanks to those who participated
More...Guest Poster: Laura Click It is my pleasure to introduce Laura Click, who has been kind enough to babysit this blog while I am away at a conference. Laura is founder and chief innovator at Blue Kite Marketing,
More...To the wonderful members of this community: I would like to enlist your help with a new project. I am starting a regular roundup post centered around this blog’s topics of customer experience and customer
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