Level vs source of customer (dis)satisfaction

We sometimes think of customer satisfaction and dissatisfaction as two sides of the same coin. If a certain feature is present – say, courteous service – customers leave satisfied; if that same feature is absent, customers leave dissatisfied. So, to have happy customers, all we need to do is keep improving on that feature.   … Continue reading Level vs source of customer (dis)satisfaction

Using social media for customer engagement

@Bernardamus reached out to me on Twitter, asking for suggestions of online references for a talk that he is preparing on the role of social media in customer engagement. I thought I would share my initial thoughts with you, and pick your brain, as well 🙂 Customer engagement (CE) is about connections with customers, as well … Continue reading Using social media for customer engagement

December 2014 and January 2015 round-up

At the end of December, I was travelling and had limited access to the Internet. So, I decided not to write my usual monthly 'round up' post. Nonetheless, I still took the time to reflect on how the month had gone; and, afterwards, on how 2014 had gone, and I was stricken by the difference. … Continue reading December 2014 and January 2015 round-up