Most Active Articles 2010-03-22T07:52:57.919-04:00 Business Exchange Business_Exchange@businessweek.com urn:com:businessweek:bx:topic:most-active:customer-service-marketing Pete Blackshaw pblackshaw959 urn:com:businessweek:bx:article:876450061228492214-bdafd8daad90f1f7b5a4a0888fb5cc86 2010-03-19T09:47:57.847-04:00

A product or service is merely a means to an end. The real deeper value lies in the story attached. I don't want to own a coffee maker - I need to wake up early with a little help from a cup of coffee. I don't want to use a train - I want to get home to my wife and children. I don't want to go to a store and buy a stereo set - I just want to listen to my favorite rock music when I'm home, it makes me unwind after work.

A product or service is merely a means to an end. The real deeper value lies in the story attached. I don't want to own a coffee maker - I need to wake up early with a little help from a cup of coffee. I don't want to use a train - I want to get home to my wife and children. I don't want to go to a store and buy a stereo set - I just want to listen to my favorite rock music when I'm home, it makes me unwind after work. http://www.business-strategy-innovation.com/2010/03/mapping-customer-experience-excellence.html Braden Kelley bkelley034 6 5 0 1 urn:com:businessweek:bx:article:438635444944690345-f4c08e37fabdc60a0dc8f95dd4c5dce2 2010-03-17T10:23:21.817-04:00

It's easy to get in a rut when it comes to customer retention—established practices, processes and metrics inside our organizations often inhibit creative thinking. Here are five fresh ideas to shed some new light on an age old problem.

It's easy to get in a rut when it comes to customer retention—established practices, processes and metrics inside our organizations often inhibit creative thinking. Here are five fresh ideas to shed some new light on an age old problem. http://mlcwideangle.exbdblogs.com/2010/03/15/five-fresh-ideas-for-reducing-customer-churn/ Marketing Leadership Council tkoopersmith354 1 1 0 0 urn:com:businessweek:bx:article:2719765118548267832-caffc5214c6707464f4e0453a6662ceb 2010-03-10T08:27:03.175-05:00

Last year was dismal for most retailers, with many larger companies laying off employees and closing stores, and a good number of smaller operations shutting down altogether. At the same time, Zane’s Cycles, a Branford, CT bicycle retailer,...

Last year was dismal for most retailers, with many larger companies laying off employees and closing stores, and a good number of smaller operations shutting down altogether. At the same time, Zane’s Cycles, a Branford, CT bicycle retailer,... http://blogs.bnet.com/smb/?p=106&tag=col1;post-106 Andrew McFarland amcfarland051 10 9 0 1 urn:com:businessweek:bx:article:1764808412608259508-334b9f1fb46b667b5b42ec9523ef9417 2010-03-11T08:32:49.935-05:00

New users of social media marketing tactics often want to dive right in and start selling to get that ROI everyone desires. But is that the best way to begin?

New users of social media marketing tactics often want to dive right in and start selling to get that ROI everyone desires. But is that the best way to begin? http://tommartin.typepad.com/positive_disruption/2010/03/tom_martin_social_media_strategy_scaling_your_social_media.html Tom Martin tmartin858 5 5 0 0 urn:com:businessweek:bx:article:3195620716118620659-550775a47e3f94ebcfcd1c5d44d457a5 2010-03-10T08:28:23.369-05:00

Google entered the mobile telephone market with a bang in January by introducing the Nexus One and then just as spectacularly imploded on a rash of customer service complaints. Since Google launched the Nexus One, its stock has underperformed [the...

Google entered the mobile telephone market with a bang in January by introducing the Nexus One and then just as spectacularly imploded on a rash of customer service complaints. Since Google launched the Nexus One, its stock has underperformed [the... http://pivotpointsolutions.net/2010/03/10/is-google-abandoning-its-customers/ Andrew McFarland amcfarland051 3 3 0 0 urn:com:businessweek:bx:article:11477624619112337836-5cb65a8af8f9e510cea89b39a902cf5b 2010-03-03T17:10:07.602-05:00

Business Week recently announced its list of customer service standouts. These customer-focused companies provide excellent examples of how to deliver exceptional service. So read on and add to your bag or customer service tricks. What follows is a...

Business Week recently announced its list of customer service standouts. These customer-focused companies provide excellent examples of how to deliver exceptional service. So read on and add to your bag or customer service tricks. What follows is a... http://pivotpointsolutions.net/2010/03/02/why-re-invent-the-wheel/ Andrew McFarland amcfarland051 7 6 0 1 urn:com:businessweek:bx:article:2779902950231441934-7cc0b709544ebef66d7c0973aa0263a0 2010-02-17T02:28:26.356-05:00

If your company/organization does not deliver, remember that out of every 100 customers, 65 will not come back because of poor customer service....

If your company/organization does not deliver, remember that out of every 100 customers, 65 will not come back because of poor customer service.... http://workplacepsychology.net/2010/02/17/what-customers-want/ Steve Nguyen snguyen442 22 22 0 0 urn:com:businessweek:bx:article:12258635073921068732-bd5f16fd8fcc03d5b19b304d82c538e5 2010-02-02T21:19:41.566-05:00

Toyota’s safety recall, (followed by Honda, then Peugeot Citroen) of an additional 2.3 million cars made me think about the intersection of customer service and financial prudence. Toyota’s repairs to correct a mechanical fault will cost the...

Toyota’s safety recall, (followed by Honda, then Peugeot Citroen) of an additional 2.3 million cars made me think about the intersection of customer service and financial prudence. Toyota’s repairs to correct a mechanical fault will cost the... http://blogs.bnet.com/customer-service/?p=715&tag=col1;post-715 Andrew McFarland amcfarland051 28 27 0 1 urn:com:businessweek:bx:article:8450355514313864845-870f65899876a5dd30ba0df0d58cc61a 2010-02-16T18:24:02.198-05:00

previous post I picked on a Shutterfly, Inc. transaction to demonstrate how easy it is to spot customer service problems. Now, let’s turn our attention to what they should do to atone for their customer service sins. First, a recap of their...

previous post I picked on a Shutterfly, Inc. transaction to demonstrate how easy it is to spot customer service problems. Now, let’s turn our attention to what they should do to atone for their customer service sins. First, a recap of their... http://pivotpointsolutions.net/2010/02/10/customer-service-superheroes-%E2%80%93-leaping-tall-buildings/ Andrew McFarland amcfarland051 11 11 0 0 urn:com:businessweek:bx:article:6867812169951491425-115191165772ac86325fc843c4868dc2 2010-02-23T08:50:39.541-05:00

In a recent Business Week article about JPMorgan and Bank of America we learn that bank consolidation has led to unhappy customers. Not surprising really and tough to think of this as “news”. Clearly, pushing two behemoths together causes change.

In a recent Business Week article about JPMorgan and Bank of America we learn that bank consolidation has led to unhappy customers. Not surprising really and tough to think of this as “news”. Clearly, pushing two behemoths together causes change. http://pivotpointsolutions.net/2010/02/23/setting-your-company-apart-in-a-commodity-market/ Andrew McFarland amcfarland051 2 2 0 0 urn:com:businessweek:bx:article:5025786826382873583-de6c65b1e5b09f39e5651227b9736699 2010-02-24T04:47:00.000-05:00

a great game but I think were all a little hesitant, said Brent West, 44, vice president of marketing for the Bolt Supply Ltd. West and a Calgary resident, who will attend the game with his father, Jim. I think this will be close. Perhaps the only

a great game but I think were all a little hesitant, said Brent West, 44, vice president of marketing for the Bolt Supply Ltd. West and a Calgary resident, who will attend the game with his father, Jim. I think this will be close. Perhaps the only http://c.moreover.com/click/here.pl?r2577460743&f=9791 12 12 0 0 urn:com:businessweek:bx:article:12379686764602605882-ac04894914ed4fd61b99e0175fd1eef0 2010-02-16T18:29:18.378-05:00

Google entered the mobile telephone market with a bang in January by introducing the Nexus One and then just as spectacularly imploded on a rash of customer service complaints. Since Google launched the Nexus One, its stock has underperformed [the...

Google entered the mobile telephone market with a bang in January by introducing the Nexus One and then just as spectacularly imploded on a rash of customer service complaints. Since Google launched the Nexus One, its stock has underperformed [the... http://blogs.bnet.com/customer-service/?p=741&tag=col1;post-741 Andrew McFarland amcfarland051 2 2 0 0 urn:com:businessweek:bx:article:9646361357970067499-30ad05fe911e74864e90cc5e93feea99 2010-02-02T13:51:56.162-05:00

Relaxing your service levels sounds like pathway to customer experience erosion, but customers can tolerate a longer hold time than you think – as long as they reach a rep who can solve their problem.

Relaxing your service levels sounds like pathway to customer experience erosion, but customers can tolerate a longer hold time than you think – as long as they reach a rep who can solve their problem. http://cccbuzz.exbdblogs.com/2010/01/29/customers-don%e2%80%99t-mind-the-wait-as-long-as-it%e2%80%99s-worth-it/ Customer Contact Council lponomareff532 7 7 0 0 urn:com:businessweek:bx:article:285167006404086695-20b10cf70b25f2159b7797cff4815abc 2010-01-21T16:00:33.557-05:00

At a time when companies are struggling with tighter budgets and less effective traditional advertising tools, open sharing of call center exchanges just might lead to higher sales.

At a time when companies are struggling with tighter budgets and less effective traditional advertising tools, open sharing of call center exchanges just might lead to higher sales. http://www.customermanagementiq.com/sponsor_article.cfm?externalID=1631&shownewswindow=1&mac=CMIQ_BusinessExchange_SMO_2010&SID=BusinessExchange&utm_campaign=BusinessExchange&utm_medium=SMO&utm_source=e-bim&utm_content=Jan21news Blake Landau blandau141 16 16 0 0 urn:com:businessweek:bx:article:16660177108122011695-4f6f5ae4263226e6c9ecbad541aad5cd 2010-01-29T16:48:17.091-05:00

If you run a small business, have you thought about how it would speak and appear to others were it a person? You should.

If you run a small business, have you thought about how it would speak and appear to others were it a person? You should. http://blog.winningworkplaces.org/blog/winning-workplaces/0/0/watch-your-tone-no-seriously Mark Harbeke mharbeke724 9 9 0 0 urn:com:businessweek:bx:article:7998325991638175632-5eec53351c0fccef043e7c5ab5fd4135 2010-01-21T10:27:36.012-05:00

You know you want your customers to talk about you, but... what do you want them to say? What steps have you taken to build experience-making into your marketing strategy and the way you do business? After all, if you want people to spread your buzz, you have to give them something to share.

You know you want your customers to talk about you, but... what do you want them to say? What steps have you taken to build experience-making into your marketing strategy and the way you do business? After all, if you want people to spread your buzz, you have to give them something to share. http://smallbiztrends.com/2010/01/what-experience-are-you-creating.html?SmallBusinessBrief Robert Clough rclough406 14 14 0 0 urn:com:businessweek:bx:article:6564855684975146133-a84b25fbc53e06b8253a932110d343c5 2010-02-02T10:04:33.170-05:00

Great customer service, just like great dance teams, requires a careful coordination of an ecosystem of movements combined with a unique mindset, which is explored more in depth in this post.

Great customer service, just like great dance teams, requires a careful coordination of an ecosystem of movements combined with a unique mindset, which is explored more in depth in this post. http://tommartin.typepad.com/positive_disruption/2010/02/tom_martin_what-dancing-taught-me-about-customer-service.html Tom Martin tmartin858 6 6 0 0 urn:com:businessweek:bx:article:4871823893612779341-20f4b4f29dfb22716ba054380c211589 2010-02-03T13:51:58.132-05:00

Sometimes customer service can be very difficult to deliver. However, more and more I am convinced that the problems originate from failure to observe the maxim: failure to plan is planning to fail. When these cases arise, customer service problems...

Sometimes customer service can be very difficult to deliver. However, more and more I am convinced that the problems originate from failure to observe the maxim: failure to plan is planning to fail. When these cases arise, customer service problems... http://pivotpointsolutions.net/2010/02/01/using-your-customer-service-superpower-%E2%80%93-common-sense/ Andrew McFarland amcfarland051 5 5 0 0 urn:com:businessweek:bx:article:12780694856595481838-d26a46b7f20de0e514baac3a626208ac 2009-11-12T10:04:12.403-05:00

I have spent my whole working life in the business world. Before creating Ecademy in 1998, I was sales and marketing director of a computer distributor. I worked for an entrepreneurial managing director and he had an excellent hold on the value of a...

I have spent my whole working life in the business world. Before creating Ecademy in 1998, I was sales and marketing director of a computer distributor. I worked for an entrepreneurial managing director and he had an excellent hold on the value of a... http://www.marketingdonut.co.uk/blog/2009/11/2010-the-year-when-customer-service-meets-marketing Marketing Donut mdonut591 57 57 0 0 urn:com:businessweek:bx:article:7273501835618478368-cd25f9feda26c68d48e0101504df73fa 2010-01-06T08:50:43.515-05:00

When I’m engaged in selecting a technology vendor I often rely on a simple heuristic to discern whether I am getting a vendor or a partner, whether I am getting a company focused on their success or one that recognizes that my success is their...

When I’m engaged in selecting a technology vendor I often rely on a simple heuristic to discern whether I am getting a vendor or a partner, whether I am getting a company focused on their success or one that recognizes that my success is their... http://pivotpointsolutions.net/2010/01/04/remember-what-you-say-counts/ Andrew McFarland amcfarland051 10 9 0 1 urn:com:businessweek:bx:article:2673975399017453996-1bc243a32419ee72e3107247d26d9980 2010-02-02T13:45:56.110-05:00

The “Good Enough Revolution” is emerging with lower cost, limited functionality products outpacing sales of feature-rich products. What does this imply for customer service?

The “Good Enough Revolution” is emerging with lower cost, limited functionality products outpacing sales of feature-rich products. What does this imply for customer service? http://cccbuzz.exbdblogs.com/2010/02/02/venturing-into-the-realm-of-good-enough/ Customer Contact Council lponomareff532 1 1 0 0 urn:com:businessweek:bx:article:9085485958813501064-6f30ab7340670d163c6eec852040b27e 2009-11-11T12:17:15.337-05:00

Most executives talk about the importance of customer service, but far fewer are able to succinctly describe what they mean. It can easily become an empty cliché rather than a strategy for growth. Yet customer service can be as important for product...

Most executives talk about the importance of customer service, but far fewer are able to succinctly describe what they mean. It can easily become an empty cliché rather than a strategy for growth. Yet customer service can be as important for product... http://blogs.bnet.com/customer-service/?p=587&tag=nl.e808 Eric Tsai etsai275 44 44 0 0 urn:com:businessweek:bx:article:14020444139580203927-37e6b5be3e202a2cb92886037c8a8bd1 2010-02-01T11:58:01.850-05:00

Find out practical and innovative marketing ideas from one of the most forward-thinking marketers on how to create powerful marketing messages that provide value to your customers.

Find out practical and innovative marketing ideas from one of the most forward-thinking marketers on how to create powerful marketing messages that provide value to your customers. http://www.customermanagementiq.com/podcenter.cfm?externalid=303&shownewswindow=1&mac=CMIQ_BusinessExchange_SMO_2010&SID=BusinessExchange&utm_campaign=BusinessExchange&utm_medium=SMO&utm_source=e-bim&utm_content=Feb01news Blake Landau blandau141 1 1 0 0 urn:com:businessweek:bx:article:4235179217745229432-eb4fff6c43592b7641a264fc2f2af569 2009-10-29T08:57:32.432-04:00

It's the Me-conomy stupid. And so sums up in just four words the feeling a lot of us have as consumers as yet again we encounter another average service experience with a company we have provided our custom, our dollars and our time, often over many...

It's the Me-conomy stupid. And so sums up in just four words the feeling a lot of us have as consumers as yet again we encounter another average service experience with a company we have provided our custom, our dollars and our time, often over many... http://www.business-strategy-innovation.com/2009/10/planning-and-designing-excellent.html Braden Kelley bkelley034 43 42 1 0 urn:com:businessweek:bx:article:17934682164305035675-a5d4af7fdae0b70b9cf9895e682d854c 2010-01-26T09:51:01.906-05:00

I still remember the first time I saw someone include a Twitter @mention in a Facebook status update. A few clicks and minutes later, there I was, “twittering” or “tweeting” away. It was THAT easy. Of course, at the time, I didn’t really “get it”...

I still remember the first time I saw someone include a Twitter @mention in a Facebook status update. A few clicks and minutes later, there I was, “twittering” or “tweeting” away. It was THAT easy. Of course, at the time, I didn’t really “get it”... http://blog.networksolutions.com/2010/kate-hearity-connecting-with-customers-on-twitter-where-it-is-at/ Shashi Bellamkonda sbellamkonda064 2 2 0 0