The title of this post is a question I’ve been asked several times. It seems people don’t understand what would lead a farmer to set up and maintain a blog. That sort of writing and content creation used to be the sort of thing communications professionals laid claim to. The process seemed intimidating to others. [...]
This blog also appears on the CustomerThink website here.
by Igor Sarenac
As you read these lines, a small but powerful body of individuals is becoming more vocal about their dissatisfaction with corporate America. I don’t mean the “Occupy Wall Street” movement, but rather, another group with significant long range influence over the future of U.S. business: consumers upset over the high effort and frustration of interacting with customer service.
by Mike Serpan
Today, consumers have at their fingertips a wide variety of ways to interact with the companies with which they are customers. They can pick up a phone and call a help line; log on to the Internet and access a company Web site; write an email or send a tweet; or use their smartphones to send a text message or access a mobile app.