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May 20, 2016

Brands are Dropping the Ball on Social Media

Brand behaviors don’t even come close to syncing up with people's expectations on social media, according to new data from a recent Sprout Social study. People want a response, and they want it much faster than most organizations are either willing or able to give.

Most brands are moving in the wrong direction at the wrong time.

May 9, 2016

Bots, Messenger and the Future of Customer Service

Soon, “customer service” won’t be something consumers dread having to call, it will be something that builds powerful relationships with consumers. The best marketing is great customer service, and chatbots are a great step forward.

Is the future as simple as opening a chat and texting what you need?

April 14, 2016

Fidelity Creates Its Vision For Customer Experience

Recognizing that customers prefer to conduct business across a number of channels, Fidelity created a seamless experience, making it easy for someone to change channels mid-conversation without having to start over. This also easily allows switching from social media (not great for sharing private information) and they are testing Skype experiences.

The end of “Let me transfer you”?

April 6, 2016

Domino's Cooks Up Its Latest Tech Move: Zero Click Ordering

Domino’s continues to deliver on its goal to eliminate all barriers between you and a pizza with its latest mobile app, Zero Click. That’s right, you now only need to open the Zero Click app to have your preferred “Easy Order” automatically placed after a 10-second countdown clock verifies your purchase intent.

One-click purchases are so last year.

March 25, 2016

The 4 Things It Takes to Succeed in the Digital Economy

Digital is not just part of the economy — it is the economy. Why do some companies thrive in the new environment, while others struggle? Harvard Business Review identifies four themes that indicate success: customer expectations, product enhancements, collaborative innovations, and organizational forms.


The tipping point for digital transformations

March 11, 2016

"Hug Your Haters"


A new book from Jay Baer, author of "Youtility," is all about the modern concept of customer service and its impact on our businesses. Of course, most of us aren't ready for providing service in the connected world, yet - but, Jay makes it easy for us. In fact, one of our favorite things about the book is the poster included in the book called, "The Hatrix." 

Jay breaks down the lovingly-named "Haters" audiences as "Offstage" (support by phone and email) and "Onstage" (support via social media, review sites, and boards/forums) - and shows the impact from answered and unanswered complaints in each venue. For instance, The Hatrix tells us that an answered complaint in social media results in a 20% increase in advocacy for the brand, while an unanswered complaint in the same venue results in a 43% decline in advocacy. This is obviously kind of a big deal. Check out The Hatrix online and get your copy of the book today.

Check out the new book from Jay Baer "Hug Your Haters"