Since I’ve been involved in Social Media for the past couple of years with my blog, LinkedIn, Google+, and Twitter, I ...
“When markets experience commoditization, what do companies do? They proclaim ‘customer centricity’ and try to dif ...
Concierge services provide a wide array of benefits for companies, residential and corporate developers, hospitality, sm ...
In a highly competitive, digitally enhanced world, the provision of service to the customer before, during, and after th ...
In Jim Bush’s recent HBR Blog Network post, “How American Express Transformed Its Call Centers,” he talks about ho ...
Until recently, much attention had been given to “Defining the customer experience”, with articles dedicated to iden ...
A recent white paper from the Aberdeen Group about the State of Service Management: Forecast for 2012 compiled the resul ...
One of the most important aspects of a brand’s survival is the understanding of the competitive environment and where ...
I came across a white paper from the AberdeenGroup by Peter Ostrow where they had surveyed 261 end-user organizations to ...
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