What Drives Customer Service

I'm passionate about customer service and what drives it, what makes it great and why it sometimes fails. ReadThis.com is a collection of my own experiences with the brands, products and services that I encounter as a customer, stakeholder or interested by-stander.

The Case for On-Domain Engagement

Published August 28, 2013   permalink

If social networks like Facebook are moving toward an awareness and advertising model, what are you doing to build actual fan engagement with your brand?
 
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Honest Engagement: Getting the Social Experience Right

Published July 31, 2013   permalink

Where in your organization are you most able to build and sustain one-on-one, repeated acts that lead to engaged customers?
 
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Multi-channel Customer Care Includes Social

Published May 08, 2013   permalink

The challenge with social is that it's not just an add-on: it's a culture change.
 
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Get Serious About Return on Investment

Published March 06, 2013   permalink

To get serious about ROI, start with a clear articulation of your fundamental business objectives.
 
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Your Bucket List for 2013

Published January 02, 2013   permalink

The first week of 2013, back from the holidays. Ready to get started? Here's a checklist to get you started in the new year.
 
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