Monthly Archives: January 2014
Align the Organization to Deliver the Best Possible Customer Experience
Our Customers are in Control: 5 Factors for Success
Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities,...Read More >>>
Is Mobile a Channel or a Strategy?
As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for...Read More >>>