Tag: customer care

How to keep the humane side of moments of truth in online customer relationship

Summary : even if social media are a good means to make the humane side of the...

Your community manager should be a professional. But in which field ?

Summary :with a profile that's still hard to define, community managers look like rare birds. The only...

Customer service : avoid being the victim of you social media success

Summary : while some businesses are puzzled towards the lack of success of their customer service initiatives...

Sorry but I’m not a member of your community

Summary : considering that one's audience on the web is a community and treating it as such...

Social is a substitute for quality and customers don’t care about you

Summary : Lots of things are being said about the revival of the customer relationship made possible...

Picture of the week #9 : The Real boss in any business is the customer

The real Boss in any business is the customer. All he cares about is your attitude. Illustration from...

Empowered : the service marketing (and even economy) manifesto

I just finished the reading of Empowered, by Josh Bernoff and Ted Schadler, that is in some...

Community management and processes by the example

Some weeks ago I promised to illustrate my "community management and processus" post with a fictitious but...