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How Speed Kills in Customer Service
In pursuit the unattainable, many companies are constantly pushing for faster service. We correlate faster service with happier customers – and ultimately more of them. photo credit Gabriela Pinto As...
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How Growth Hackers See Growth Differently
Wait… What is this “growth hacking” anyway? photo credit Adam Thomas Growth hackers are a brand of marketing professionals that are solely driven by finding new, unexplored and unconventional ways to...
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How to Turn a Passionate Customer into Revenue
Customer enthusiasm sure doesn’t come easy. You have to earn it through trust, listening, empathy and by telling compelling stories. When most people come across a product, they want to make sure it...
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How to Empower Employees to Create Customer Service Miracles
We’ve long been living in the age of the customer. While many companies claim to have a “customer first” attitude, few have attempted to mobilize their front line “elves” and even fewer have been...
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Measuring the Invisible ROI of Customer Advocates
It seems that we’ve gotten customer advocates wrong all along. We keep hearing that customer advocates are a mythical, if not a one-off anomaly that gets an unreliable (if not questionable) return on...
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8 Questions to Ask Yourself Before Starting a Community
There was a time when customer communities were seen as unpractical and burdensome. With the success of social media and mobile users, many brands have since taken the lead with the engagement and...
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