Tag Archives | customer support

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Customer experience in the age of social media

My Verizon experience last week reminded me how early some companies are in their quest for a coherent and consistent customer experience. I was looking forward to switching from AT&T but I was instead confronted by multiple issues, including confusing pricing, rude agents and a social media interaction that informed me that their service is […]

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maslows_pyramid

What can Maslow teach us about social business?

During my ongoing discussions about social media with colleagues across the industry, I continue to be reminded about how infatuated we have become with the underlying technologies and our own motivations as businesses, that we forget about the audience we are trying to engage with.  Abraham Maslow’s pyramid is today a well-accepted principle not only […]

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