Tag Archives | Designing

Social Media in a Customer Service World

New channels of communications – are here! My professional world is probably described as Business2Business2Customer (B2B2C) consulting. I work with organizations in designing, improving, replacing or expanding their B2C relationships (sure there are also B2Bs there too). In my world, everyone is a customer but the B2B relationships are defined a bit differently. Recently, the […]

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Resistance to Collaboration

Why do some people resist collaboration? In my 25 years of working with professionals from around the globe I have had my share of good and some less than positive experiences when it comes to sharing. Today we call this and the art of working together collaboration. Some of the groups I have been engaged […]

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The “Applification” of Customer Service

I was listening to a CrankyGeeks podcast recently where one of the guests mentioned the word “applification” in reference to entertainment media, specifically TV and the appearance of apps on televisions. That started me thinking about what role apps might play in the customer service realm. Apps as they are called have been developed to […]

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