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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 company more visible in the customer relationship, online relationships still struggle at making the most of moments of truth that are key in the service economy. As a matter of fact the human factor plays a big role in such moments and has a big impact on the value felt by the customer. To make up for this lack, it's important to "put employees on stage", even occasionally, or to mix online...

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 company more visible in the customer relationship,...

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 certainty is that they should be true...

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 on social media, others are trying to...

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 is more and more common. Is it...

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 by social media and that's a good...

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 the book “The Golden Rules for Success“. Thanks...

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 ways the sequel of Groundswell which was...

Community management and processes by the example

Some weeks ago I promised to illustrate my "community management and processus" post with a fictitious but credible example. So, here it comes... Jack and...

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