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How years of progress have killed customer service

Every company is talking about customer experience, and has been investing heavily in customer service for years. Yet recent experience tells me that, in some cases, customer service has never been so bad. Or, to be more precise, that when something goes wrong, it quickly spirals out of control. And for once, instead of a purely managerial and organizational approach, this post will be based on a real-life story which, moreover, touches me very closely and which you will see should have its place in the pantheon of customer service horrors. The...

Engaging is not delivering

Summary : tomorrow's enterprises will be conversational and will need engagement from employees and customers. But engagement useless if not turned into concrete actions,...

From services management to enterprise 2.0

Summary : the shift from the old manufacturing model to a service one is key to the future competitiveness of lots of industries. Rather...

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...

Is your organization good at multiplexing ?

Summary : Knowing who should drive and own social media in the organization is a recurring question. Experience shows that when the project falls...

Communities and selfishnesses gatherings

Summary : while it's quite hard for enterprises to enter the good olds forums where fans have passionate conversations, they're still very uncomfortable with...

Salesforce ignores communities…and that’s ok !

Summary : when talking about customers, collaboration, web and anything social or 2.0, it's impossible to avoid communities. Whether made of clients or employees,...

In Social Business, Businesses are the Care Bears

Summary : Either externally with customers or internally with employees, one the pillars of any "social" or "2.0" project is people's need for more...

Turning lurkers or unhappy customers into fans. Stroke of genius or swindle ?

Summary : what's a fan on facebook ? Someone who likes a product or a brand of course. Are we wure ? When, to...
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