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Scoop.it!
A customer survey is proven to be a valuable tool for businesses. 
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United’s computer systems challenges are illustrative of the need for profound changes when it comes to customer support and ‘experience&#... ...
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In today's bottom-line focused business environment, there are 10 economical actions companies can take to gain quick improvements in customer engagement.
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But what happens when it comes to online guest service? Do you as a business dip your toe in and try it out, wait for a team member to have a go, or are you steaming ahead with followers and fans that love your brand?
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Our panel of senior marketers discuss the challenges of breaking down internal barriers to achieve true customer centricity in a multichannel, real-time market, while keeping pace with changes.
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In late January, Accenture released a rather startling and unsettling statistic as part of its ongoing research into consumer expectations.
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Customers today expect an imaginative, high-quality experience in a multichannel environment.
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Businesses are acknowledging that they must change customer service to meet the expectation that service be offered "when, where and how" the customer wants it and not just in ways that are defined and controlled by the business.
Dealing with the social customer by providing them with choice of channels / methods and by having presence online where the customers are, is an imperative that cannot be ignored. The social web has returned power to the customer.
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This blog post is part of the HBR Online Forum The Future of Retail. There are troubling signs for the country's retailers as Americans continue to slow down their spending and hunt for deep discounts.
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Your customers are the cornerstone of your success. So why on earth are you torturing them?
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