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.
Customers Are Tired of Grazing Your Required Fields
Marketers make forms for marketers and then wonder why nobody fills them in.
How to Save $50,000 on Customer Research
Too much time spent in focus groups and not enough time spent just focused means branding over brand and crappy customer experience.
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.
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