How Your Digital Touch-Points are Harming Customer Relationships

I wrote a post a while ago about the problems your email subscribers are going through.  I see the problem has now spread to many digital touch points you have with customers.
Many of these touchpoints offer confusing,  unclear, or incorrect information that is damaging your customer relationships.  So let’s examine the patients, determine a [...]

Why Social Media Won’t Work For Selling

While social media sites such as Facebook, LinkedIn, and Twitter grow at staggering rates, companies are struggling to find value in these social media sites.  Afterall, if this is where your customers hang out, surely you need to be there to sell to them.  Right?  Wrong!
If you’re approaching social media as a “way to [...]

Do You Care if a Customer is Still YOUR Customer?

  It turns out that 44% of customers who stopped doing business with a teleco company believed the company didn’t even know. (Study by RightNow & StollzNow).  Turns out most of the defection is due to poor customer service, with the following list of industries as the worst offenders (no real surprises here):

telecommunications
ISPs
finance
travel & hospitality
online retail
insurance [...]