Customer Service: How-to articles covering the latest marketing tactics, tips, and strategies.

• 10 Critical Actions for Enhancing Customer Loyalty: The Case of Travel CompaniesTed Wham
  The time has come for air travel and hospitality brands to address an existential threat to the travel industry: Customer loyalty has all but vanished.
  B2C, Customer Behavior, Customer Loyalty, Customer Relationships, Customer Retention, Customer Satisfaction, Customer Service, Data
• Want to Slash 50% Off Your Marketing Budget? Try Being Nice...Peter Shankman
  In the '80s, in the days of Michael Milken and Gordon Gekko, the rule on the street was "eat your young." Nice guys finish last. Hold your information. Keep the ...
  Customer Acquisition, Customer Experience, Customer Relationships, Customer Satisfaction, Customer Service, Management
• Social Media for Customer Service: Just Do It!Andrew Bart
  Social media is quickly changing what's expected in today's customer service world. But many companies are still struggling to find a way to fit it into their customer service ...
  Customer Behavior, Customer Communications, Customer Satisfaction, Customer Service, Social Business, Social Media
• Five Complainer-Customer Personas and the Role of Social Media [Plus an Infographic]Susan Marshall
  Consumers are using social media to interact with brands, but most customer complaints and comments there remain unanswered. Big mistake! You must deal with these five types of complainers on ...
  Customer Behavior, Customer Communications, Customer Engagement, Customer Relationships, Customer Retention, Customer Satisfaction, Customer Service, Personas, Social Business, Social Media
• A History of Sales Technology [Infographic]Verónica Maria Jarski
  The sales world seems to be in a state of constant change, thanks to the emergence of new technologies. To explore the most pivotal inventions that revolutionized sales, Lattice Engines ...
  Advertising, Customer Service, Digital Marketing, High-Tech Marketing, Marketing Automation, Mobile Marketing, Sales, Smart Phones, Webinars, Websites
• Social Lessons: Seize Opportunities, Mitigate Crises, Attract Clients... The Week in Social Media #SocialSkimAngela Natividad
  Like a good how-to lesson? We know we do, and this week in social media is packed with piles of 'em. It's all here, and then some. Skim for experience!
  Advertising, Customer Relationships, Customer Service, Digital Marketing, Digital Theory, Facebook, Integrated Marketing, Measurement, Pinterest, Social Business
• Pavlov's Dog, or How to Develop and Deliver a Consistent Brand ExperienceMichael DiFrisco
  When we hear a name, see a logo, whiff a particular scent, or encounter a sensation, we are conditioned—like Pavlov's dogs—to respond in a specific way.
  Brand Loyalty, Brand Positioning, Branding, Customer Behavior, Customer-Centric, Customer Experience, Customer Relationships, Customer Service, Positioning, Value Propositions
• Customer Service via Twitter: A Social Media Experiment [Infographic]Verónica Maria Jarski
  As an experiment in customer service via social networks, in this case Twitter, Software Advice recently had four employees send customer service tweets via their personal accounts to 14 leading ...
  Brand Awareness, Customer Relationships, Customer Service, Public Relations, Social Media, Social Networking
• 2013 Marketing Jobs Outlook: Who's Hiring, Must-Have SkillsLenna Garibian
  Fully one-third (33.3%) of advertising and marketing executives surveyed say they are planning to fill design or marketing positions in the first quarter of 2013, according to a survey from ...
  Career Management, Customer Service, Interactive Marketing, Job Search, Public Relations, Research Summaries, Social Media, Web Copy, Website Design
• Five Online Shoppers Ruling the Holiday Interwebs [Infographic]Verónica Maria Jarski
  Shoppers plan to spend $92-$96 billion online during the 2012 holiday season. To help brands understand how to reach those online shoppers, Maxymiser created this infographic of five online-shopper personas.
  Customer Behavior, Customer Satisfaction, Customer Service, Demographics, Email, Sales

Customer Service: Podcasts containing in-depth interviews with smart marketers from all walks of life.

• Three Customer Service Lessons From Dave 'United Breaks Guitars' Carroll on Marketing Smarts [Podcast]by Matthew Grant
  Dave Carroll is the man whose guitar United broke. He joined us to discuss his book, titled United Breaks Guitars, about the experiences that led up to his now famous music video, lessons he learned along the way about social ...
  Content, Content Marketing, Customer Experience, Customer Retention, Customer Satisfaction, Customer Service, Marketing Smarts, Social Media
• Nice Companies Make More Money: Andy Sernovitz on Marketing Smarts [Podcast]by Matthew Grant
  Getting people to talk about your company in a positive way is far simpler than you think. In the end, it's as obvious as being nice or providing thoughtful customer service. The problem is that many companies fail because they ...
  community management, Customer Service, Marketing Smarts, Referrals, Word of Mouth

Customer Service: Online seminar broadcasts from the best minds in marketing

• Engaging with Customers 140 Characters at a TimeBroadcast on 4/26/2012 with Scott Monty
  Twitter can be a very difficult platform to master. It takes time, practice, patience, and gumption. In this PRO seminar, you'll learn how to effectively take advantage of this social platform in a way that will yield positive results for your brand.
  Brand Awareness, Customer Engagement, Customer Relationships, Customer Service, Marketing Strategy, Marketing Tips, Relationship Marketing, Social Media
• How to Become a Social Business: Your Framework for SuccessBroadcast on 3/8/2012 with Sandy Carter
  In this seminar, Sandy Carter of IBM will share how you can create your own social business agenda for greater competitive advantage. You'll discover how to use social tools to create new opportunities for growth, innovation and productivity across the business network—employees, customers and partners.
  Collaboration, Customer Service, Marketing Analytics, Marketing Strategy, Marketing Tips, Public Relations, Social Business, Social Media
• How to Strengthen Customer Experience on Four Social Media PlatformsBroadcast on 7/28/2011 with Linda Ireland
  Linda Ireland leads this PRO seminar covering what customers expect from businesses on four social platforms, and how to create platform-specific strategies to get the most out of these online interactions.
  Brand Awareness, Customer Experience, Customer Service, Relationship Marketing, Social Media
• Brand Detractors and Brand Evangelists: How to Connect with Influential Citizen MarketersBroadcast on 1/28/2010 with Jackie Huba
  Heard of sneezers? These are the folks talking about your brand that you want to reach. Here's how.
  Brand Ambassadors, Branding, Customer Service, Public Relations, Social Media, Word of Mouth

Customer Service: Marketing downloads for the busy professional

• Benchmark Survey: Marketing to Hispanics
  Link directly to the raw (aggregate) data in this 2006 survey of the ways companies are targeting their marketing efforts, and adjusting their business processes, for the lucrative Spanish-speaking segment. With access to the raw data, you can view the results, and even filter them to see how a subset of companies in your country or industry answered. In this way, you can interpret the data in the most meaningful way for your business.
  Advertising, Customer Service, Online Marketing, Segmentation, Targeting, Website Design