I often get asked, “What’s a Customer Experience Manager?” This role looks different in different organizations, from a completely hands-on role with customers (my type of role) to a “Voice of the Customer” role (analytics, Net Promoter-driven, etc). Here’s what…
We all send email. We all make phone calls. We all have meetings. If you’ve ever worked in a large corporation, you’ve probably learned that it’s possible to go through all of these interpersonal activities and still feel at the…
3 Steps for Making Yourself useful online. Be useful on Twitter. There are a few things you can do to make yourself helpful, to provide additional value, and not too annoy your new-found Twitter friends. You can do this by…
What’s your brand on Twitter, or more broadly, what’s your brand online? I delight customers (or at least, work to delight them) in my work life online, and I try to do the same thing whenever I encounter someone new…
Ever start talking to someone about an idea that you hold dear to your heart, only to find that when you say it out loud it doesn’t come out *quite* the way you want? Your pitch is the difference between…
Neon Open Sign Originally uploaded by gregmeyer Are you open to new ideas? Do you spend some of your time every day thinking about divergent or weird things? Have you challenged yourself to question the ways things are done lately?…
Shel Israel’s Twitterville gives an entertaining fly-through of the world of Twitter, from the beginnings of the service to its current state as a real-time news service for millions. Israel also profiles several businesses that have engaged customers on Twitter…
How many times have you thought when experiencing a negative service experience: “if only I knew who to talk to, I would give them a piece of my mind … right now!” Mobile and social tools now make that possible,…
I’ve now got 500 (probably 800) channels and there’s nothing on. Well, I’ve overstated the fact. I have about 30 movie channels, at least 7 channels dedicated to major sports leagues, and innumerable shopping, food, and car chase channels. I…
