Last week we looked at the terrifying beachfront property known as social media. This is where not-so-happy customers are busy telling the world how much their B2B suppliers suck. And it’s where most B2B companies try to pick off the whiners from the cliff tops or shell the beach the relentlessly so they can’t come […]
Why Do Small Business Buyers Act Like Consumers?
In any gathering of B2B marketers, the topic of small business inevitably comes up. After all, those of us who work for large companies collectively discovered them just a few years ago. I’m pretty sure they didn’t exist until we found them. Or if they existed, they certainly didn’t buy complicated things like computers and […]
Of Trust, Imagination & Beach Balls
A dual lack of trust and imagination dooms customer service to customer abuse.
A New Metric for the Call Centre: Helpfulness
It’s time to measure call centres in terms of what they do, not how they do it.