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
Few of us can have missed the scenes of frantic shoppers searching for that ultimate bargain on Black Friday. This is something fairly new in the UK, having originated in the United States to refer to the Friday following Thanksgiving Day. Legend has it that ‘black’ refers to the first day of the
"Give the lady what she wants" and "The customer is always right" are quotes attributed to the venerable Chicago retailing pioneer Marshall Field. That customer-centered approach to doing business was leading-edge at the close of the 19th century and soon became a competitive advantage for Mr. Field's namesake department store empire.
Experiencing a major sporting event in person is a hard-to-describe experience for a fan. When your team is winning, a feeling of euphoria rolls through the stadium or arena. I have hugged and high-fived complete strangers when a game-winning shot goes in or someone scores a game-winning touchdown in the
My colleague Kelly McGuire recently teamed with Associate Professor Breffni Noone at The Pennsylvania State University to study the role of reviews and ratings and price on purchase decisions in the hotel sector. Their findings confirmed the relationship linking ratings and reviews with quality and value perceptions of hotel room purchases that they'd found
Last week I described our social media monitoring and response pilot, and this week I’d like to talk about some key takeaways and lessons learned while working on the pilot. Leveraging knowledge across the enterprise is key Developing a First Responders list enabled our team to respond quickly, while leveraging
Brands like Comcast, Dell, and Nike have made names for themselves on Twitter as customer service pros. Their responses to customer mentions in the social sphere are known for being useful, timely and fun. At SAS, we were hoping to develop a similar program for monitoring and responding to our
Every once in a while I stop for a moment and consider how radically different marketing is today compared with just 3 years ago. Looking no further than my desk, it's quite amazing how my job has changed in just that short period of time. Previously, marketing seemed more an art
Thanks for joining us for the final post in our series detailing out the Integrated Marketing Management visual that describes what it takes for marketing departments to deliver long term profitable growth to their organizations. In our previous posts we detailed the full visual, and then the first two sections
Pharmaceutical companies (“Pharma”) operate in a very complex environment – to begin with, their customer is usually referred to as “the patient” and it gets more complicated from there. The relationship between Pharma and the patient is not always a direct one, and whether or not the customer is “delighted” often
