Digital Customer Service: The New Rules of Engagement

new rules of customer service

Digital customer service requires not simply expansion of existing customer service, like adding chat to your website. Digital customer service requires a total paradigm shift.

Why your Brand Needs Social Customer Service

social customer relationships

Social customer service is more than just fixing a part, answering a question, sharing a new shortcut, or completing an upgrade. It’s about creating better a customer experiences. If you haven’t implemented social customer service, you probably should. Everyday, users go online to complain about brands – with Twitter being the prime location for customers […]

What’s Your Unique selling proposition?

unique selling proposition

Do you even know what a USP is? It’s a Unique Selling Proposition and without one, your business is fighting an uphill battle for survival. Why worry about having a unique selling proposition? The key to effective selling in this situation is what advertising and marketing professionals call a “unique selling proposition” (USP). Unless you […]

Should We Ditch the Marketing Funnel?

conversion funnel

Marketing is a really young discipline – only about 80 years old. And, in all that time, the concept of the marketing funnel drove marketing strategy. Then, yesterday, Mark Bonchek and Cara France published a post on the HBR Blog entitled, “Marketing Can No Longer Rely on the Funnel”. Mark and Cara raise some interesting […]