October 3, 2014 | By Tshepiso Mogotsi+ | No Comments
The power of social media is evident in just how much people rely on it for customer service interactions. For most customers social media has become their digital call center. It’s a first resort for complaints and questions, yet some companies deflect these issues to their customer service team, which adds fuel to the fire and ultimately […]
June 24, 2014 | By Renee Warren+ | No Comments
What Does Word of Mouth Marketing Look Like in the Digital Age? Before the Internet, marketing buzz was generated by word of mouth and advertising. The timeline would go a little like this: Suzie sees ad for product in the newspaper or TV commercial. She buys the product, loves it, and then tells all her coworkers, […]
April 25, 2014 | By Kenneth Ginapp+ | One Comment
Today’s business landscape has changed tremendously from the previous 10 years. We operate in a world that is always connected and the power of the product or service has shifted back to the customer. In order to offer the best service in any market, one needs to understand their customers and how to offer great […]
January 25, 2013 | By Dennis Stoutenburgh+ | No Comments
Social media leaders will discuss expert insights from top cases at the CXMSUMMIT on Thursday, January 31, 2013 at the Westin Galleria Dallas. Panelists include, Amy O’Brien, Senior Analyst, Social Media at American Airlines, Annette Hernandez, Specialist, Social Media Customer Service at American Airlines, and Eric Swayne, Director of Insights at Golin Harris. Discussions will focus […]
January 25, 2013 | By Dennis Stoutenburgh+ | No Comments
It has been one year since The Vanguard Group, Inc., one of the largest investment management companies in the world, first utilized CEO, Bill McNabb to interact with and gain insights from clients through social media platforms. Vanguard was the first in the financial industry to feature such a day where leadership corresponded with their […]
