All I want for Christmas - my customer view

As my followers can attest, my normal viewpoint in this blog is as a marketer focused on marketers. And I try to stay true to the tagline of this blog: Evolving relationships for business growth. I chose those words very carefully so that evolving could with be interpreted either passively […]

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Customer service, don’t #FAIL me now

When we talk about digital customer services, it’s all about creating online self-service capabilities for our customers. This is great for everyone! We’ve made it easy for the customer to get what they need; it’s cheaper and faster for organizations to deliver the service to the customer. Need a copy […]

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Crispy vs. grilled: a lesson in customer experience

I was driving back from Washington, DC this weekend after spending a couple of days admiring the cherry blossoms and taking my oldest son sightseeing. Wanting to grab something fast for lunch, we stopped at McDonald's a few miles outside the capital. I ordered Chicken McNuggets for my son and […]

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3 ways to improve loyalty with marketing analytics

This post originally appeared in our SAS Voices blog, published by my colleague and fellow blogger Courtney Peters. It's a great story about how Oberweis Dairy harnessed the power of marketing analytics to cultivate loyalty. That effort has helped them grow from a family-owned dairy farm to a major regional food manufacturer […]

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Customer engagement: The new imperative for health care

Greetings! My name is Kelly Miller and I am a marketer at SAS, focused specifically on the health care industry for 8 years now.  And what an intriguing industry it is!  Technology and market demands have led to dramatic changes, and now that health care reform is driving innovation, it's become even more interesting (it’s also one […]

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SAS implements proactive chat and sees great results

SAS’ Contact Center has been an integral part of our company for over ten years. Composed of fifteen employees, our team services both internal and external customers. Internally we work with our marketing department to provide outbound call support for campaigns and with our sales organization to qualify and route […]

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Video: Zappos talks culture, success, iPads and relationships

I’m excited to publish a new segment of our “Nuts & Bolts of Social Media” video series. In this interview, SAS’ Lori Schafer talks briefly with Michelle Thomas and Jaimee Newberry from Zappos. Michelle, a Senior Brand Marketing Manager, and Jaimee, a Product Manager & UI Designer, both offer up […]

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Social media success: it all starts with a plan

Okay, I admit it, I'm old school. In my office, every good plan begins at the white-board. And the more complex the plan, the more colors are used. Today's whiteboard session was about the integration of Social Media in to one of our largest events, the Premier Business Leadership Series which […]

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Paying attention to customers

It’s no secret that SAS enjoys a high degree of customer loyalty and it’s also well known that part of what drives that loyalty is driven by how much we pay attention to our customers. This devotion to our customers is helping to ensure that we deliver on our promise […]

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SAS and Sword Ciboodle transform the call center

Today I am happy to present a timely guest blog post from Toshi Tsuboi. Toshi is a SAS Customer Intelligence Product Manager, and is closely involved with the recently announced SAS and Sword Ciboodle partnership. When Toshi came to me to discuss a guest post on this topic, I couldn’t […]

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