Shattering our Customer Relationship Management delusions
Ever wondered what would happen if anyone actually bothered to check out those incessant claims everyone makes that ‘customer service standards are constantly improving’?
Failure to prepare users: why is this still happening?
From the ‘this shouldn’t be innovation, but unfortunately…’ department. You need to be able to answer all of these questions. Don’t wait for the users to ask them
Is the AirBnB situation a gift?
“Customer service here, we’ve decided to do whatever we can to put right this terrible thing that happened to you when you used AirBnB. For a start, can we have your bank details, so that we can immediately deposit a million dollars”
Myths and truths of customer loyalty in online communities
Free workforce? Marketing substitute? Unpaid website content generators? If you’re hoping for a way to ‘exploit the well-proven willingness of loyal customers to contribute tirelessly to your online promotion, generating enormous traffic and business, and asking for nothing in return’ you need help
A new name for gamification
The current term cunningly implements its own strategy: it conveys trivialisation to the uninitiated, conveniently excluding the ignorant and preserving its power for the enlightened few
Honey, I printed the kids
They’ve already managed to print a kidney, so it’s only a matter of time. The replicators used are very affordable mods of off-the-shelf inkjets, but the cartridges? You guessed it
The iij top 10 upcoming customer service innovation books
Where is customer service innovation really happening right now? Is it mostly in sales, brands, marketing, call centers, e-commerce, retailing, CRM, products, social media, mobile, games, finance? These titles show that it’s taking place over the entire spectrum
What’s it like when government and business publicly sit around the same table?
We’re making no claims about whether it’s a good or bad idea, whether it works or fails. But the meeting in this video is real and the people in it are from the very top on both sides. The ‘fly on the wall’ perspective has a unique and unprecedented feel