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Three Ways B2B Mobile Apps Can Boost Client Services
"The B2B app market has been slow to take off, but there is no reason why one, or several, popular apps should not emerge across different vertical markets," writes Gordon ...
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What Nordstrom Can Teach You About Crisis Management [Slide Show]by Christian Gulliksen
What can be better than exceptional customer service? A recent experience with upscale retailer Nordstrom serves as a prime example of how to win customers over—under less-than-desirable circumstances.
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Three Ways to Avoid Disastrous Customer Service
"The company clearly understood the market," writes Barbara Bix at MarketingProfs. It had created a new product with all the right features and benefits, one that was earning rave reviews ...
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Websites Fueling Growth in Industrial Companies
Nearly one-half (45%) of North American industrial businesses reported positive growth in the second half of 2010 and among them, more than three-quarters (76%) said their websites made a significant ...
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What to Listen For in Social Media
Any good conversationalist will tell you: It's not enough to listen, you must know how to listen. That principle holds true in the sprawled social world as well. In a ...
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Why Your Customers Might Want You to Just Shut Up
Quick quiz: Have you ever walked into an airport, noticed that there is nobody in line at the check-in counter and still made a bee-line for the self-service kiosk? Better ...
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What Zappos Can (Still) Teach Us About Customer Service
In the last few years, Zappos has become as famous for its stellar customer service as for the shoes, apparel and accessories it sells. And on a recent visit to ...
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An Easy Way to Enhance Your Online Customer Support
The Internet has changed the very definition of brand engagement. Thankfully, online tools for customer relationship management keep evolving to meet the challenge.
If you lack time to build online ...
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Three Ways to Balance Data Collection With Customer Service
Debra Ellis recently received an unusual question during a visit to her doctor: "Has capturing information replaced service?" he asked. The doctor had recently taken a vacation with his family, ...
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Twitter-Based Customer Service: How Best Buy Gets It Right
In a minor stroke of genius, Best Buy created @Twelpforce, a Twitter-based means to pose tech questions and get answers in real time.
Today, Twelpforce is more than 28,000 followers strong. ...
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Brands Undervalue Social Media for Customer Service
Though many companies are now using social media to acquire new customers and increase brand awareness, few are using social media channels for customer-service objectives, according to a survey from ...
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Companies Using Social Media Without Game Plan
Despite widespread adoption of social media marketing, most companies are still learning how to integrate those efforts into their overall corporate strategies: 78% of surveyed companies say they actively use ...
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Woman-Owned Businesses Put Customers First, Systems Last
Most women-owned small businesses say customer service is a top strategic priority—but don't have a formal, companywide customer-service strategy—and many do not take advantage of important marketing channels, such as ...
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Access to Customer Data = Retention, Sales
Companies that have access to a holistic view of customer data achieve better customer service and efficiency, improved loyalty, and more repeat business from their established customers, according to ...
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Time for That Annual Check-up
Now that companies are running at full throttle in the brand-new year, it's a good time to do a quick maintenance check of customer-service standards—and size up staff performance in ...
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I Knew You'd Be There for Me
Belgian beer label Stella Artois has added a splash of engagement to its marketing strategy with Le Bar Guide.
Developed by Acrossair, Le Bar Guide is a free app that points ...
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Give 'em What They Want Today!
"Retailers have complained incessantly about unfair competition from e-commerce stores," writes Mark Riffey at the Business is Personal blog, "but not enough have done something about it."
Online shopping is undeniably ...
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Hop Aboard the Search Express
As Max Starkov writes in an article at Hotel Interactive, the hotel industry is the perfect candidate for managing customer relations via mobile devices. "Using the mobile space to provide ...
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So, the Recession Is a Good Thing?
While acknowledging the damage this recession has done to the personal and professional lives of so many people, Freddie Laker also argues that our dark economic cloud has brought with ...
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Lessons Learned From a Backpack
"Let's imagine it's this afternoon, and I suddenly have cause to fly to West Virginia," writes Peter Hartlaub in a post at The Poop blog. "Airline X has a non-stop ...