Is Customer Service the New Marketing? | Fast Company

Yesterday I attended the VCN Annual Conference in the Netherlands. The chair of the Dutch Customer Service Federation announced 3 action points because of the T-Mobile customer service riot. These are reducing waiting lines, improved collaboration and improving complaint management.  Not a very effective approach in 2011, in my humble opinion.  May be time to … Continue reading Is Customer Service the New Marketing? | Fast Company

Recommended: Understanding the Consumer of the Future

Did you survive a recession or are you in the midst of a transition (partly as a result of that recession). Only time will tell. But for the moment read the context, connect and act!.Post found at athttp://www.inc.com/magazine/20100901/understanding-the-consumer-of-the-future.htmlAs chief insights officer for Young & Rubicam,John Gerzema presides over the world's largest database of information about … Continue reading Recommended: Understanding the Consumer of the Future

Blown to bits:The Brand Management Dinosaur

The Brand Management Dinosaur[gigya width="425" height="355" src="http://static.slidesharecdn.com/swf/ssplayer2.swf?doc=thebrandmanagementdinosaur-100829211943-phpapp02&stripped_title=the-brand-management-dinosaur" quality="high" flashvars="gig_lt=1283317211078&gig_pt=1283317226578&gig_g=1&gig_n=wordpress" wmode="tranparent" allowfullscreen="true" ] View more presentations from Burson-Marsteller Asia-Pacific. Photocredit: jeremyhughes Related articles by Zemanta Intriguing deck: Customer experience program KLM (via Fredzimny's CCCCC's) (fredzimny.wordpress.com) Blown to bits: why many 1.0 CRM vendors are losing its relevance in customer operations (fredzimny.wordpress.com) Blown to bits: Will publishers … Continue reading Blown to bits:The Brand Management Dinosaur

Reading: Made on the Web, designed by us

Reading: Made on the Web, designed by us - With a new survey showing that the majority of people on the Web are will... http://ht.ly/18CDQp Photo credit http://ironponyfirst.blogspot.com