The bad news is that you'll be the one to lose it if you can't address customer complaints on the first pass.
The guest experience at this Vegas casino was a complete crapshoot during my recent stay. Here's what the hotel could have done to stack the odds in my favor.
Happy customers lead to a happy bottom line.
Only a third of service organizations bother with it. Customers prefer phone, email, and even the website FAQ page to get questions answered, says a new survey.
Marketers who hope to form personal relationships with their customers are texting in the wind. Digital consumers are all about business, and they certainly don't want to talk to you.
It's been a bad year for TV service providers.
Creating unnatural conversation pieces doesn't work online just as it doesn't work in real life.
CMOs had greater responsibility once—it was awful, according to one famous feline.
The floral and gift retailer grows its multichannel arrangement but finds thorns in its customer service.
Some quick info hits to keep you up-to-date, including the percentage of U.S. shoppers who switch service providers due to poor customer experiences.
Visa, it's everywhere you want to be...until where you want to be is a diner in Tenafly, New Jersey, and your card is declined.
Far too many marketers equate customer experience (CX) with customer service, thus overlooking marketing's role in CX—which is significant.
Marketers need to treat their customers, not trick them.
Email is one of the slowest customer service channels. But it's also the channel customers use most often to complain.
In honor of Customer Experience Day on October 1, we're sharing the latest data from Temkin Group on the state of CX today.
4 reasons marketers should care about customer service and how it affects their branding and customer retention efforts.
Greenleaf reflects on his experience in the hospitality industry and cites a considerable customer service faux pas to avoid.
Shredding the barrier between customer service and marketing can create powerful results.
The customer service expert talks about the vital need for collaboration between marketing and sales.
What assets are slipping through the cracks in your marketing?
Weather may be weather, but customer service is also customer service—and the two shouldn't be mutually exclusive in the airline industry.
According to IBM, 50% of the 270 billion customer service calls placed each year go unresolved. But Watson can help.
Why social customer service must be a part of a company's marketing strategy.
Beware of planting seeds that lead to disastrous customer service--and negative word of mouth.
Customer service is marketing—without it, there won't be any customers to service.
What then drives the more than 40% of shoppers reported to engage in showrooming away from the store and onto the virtual sales floor?
Companies should "listen" to customers—but action is what really matters.
Email marketing helps Virgin America's customer satisfaction soar.
One man's bold expedition through a customer service minefield ends inside a cable company's secret inner chamber.
The era of "You Snooze You Lose" (YSYL) is quickly fading.
Company of the Week
SK&A is a leading provider of U.S. healthcare information solutions and databases. As part of IMS Health, SK&A researches and maintains contact and profiling data for over 2 million healthcare providers, including 800,000+ prescribers. SK&A's data supports research and marketing initiatives for life sciences, medical device, managed healthcare, direct marketing, publishing, education and more. SK&A's proprietary databases are telephone-verified twice per year from its world class Research Centers. SK&A enables multi-channel marketing and sets the standard for data quality and reliability. SK&A's customers include many of America's most recognized healthcare, publishing and pharmaceutical institutions.
SK&A is a leading provider of U.S. healthcare information solutions and databases. As ...