• Business Workshops & Coaching Tune-ups Customer Retention
  Babette Ten Haken's provocative workshops and coaching tune-ups create realistic and actionable Playbooks for her clients.
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• Capture Your Professional Voice First, then Retain Customers
  Understanding, and then articulating, Who You Are as a Business Person of Worth catalyzes clients to do continue to do business with you.
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• Cultivating the Customer Experience (You're Not a Vending Machine)
  You're more than a vending machine. You're a company that cares about your customers and the customer experience.
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• Customer Experience Marketing for Real People
  One of the chief opportunities frequently overlooked is the ability for customers to have digital interactions with real people in your business. Here are a number of ways that you can deliver a more personal and humanized customer experience.
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• Customer Satisfaction | Customer Satisfaction Is a Commodity
  Successive waves of innovation have made customer satisfaction table stakes. Businesses need to move beyond mere satisfaction to true customer engagement.
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• Customer Service Equals Active Listening for Social Media
  Before social media, customers would share a horrible experience with maybe ten people. Now everything has changed.
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• E-Commerce News: Customer Service: Pre-CRM: Relating Before There's a Relationship
  Often in the online world, customers fall into a rabbit hole of frustrating live chat sessions with anonymous customer service representatives who offer canned, impersonal and often comical responses to complex customer questions. Or, customers are required to fill out and submit contact forms in order to get an answer (or an annoying phone call) hours or days later, rather than at the moment when their need to know is immediate.
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• Exceeding Expectations with Live Customer Engagement
  Existing chat technology in the marketplace today is terrible. Meeting customer expectations starts with addressing the customer's sense of urgency to connect with a real human being.
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• Humanizing Online Commerce | SalesAndMarketing.com
  For the last decade and a half, the focus of online business has been to take people out of the sales process. While this model works well for low-priced commodities, it fails for complex, online-to-offline transactions in which product and sales professionals are still essential to the sales process.
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• Mobile CRM Platforms | Integrate On-Demand CRM | Select the Right CRM Vendor | DCS Case Studies
  DCS capabilities encompasses all aspects of CRM, including vendor selection, deployment, custom apps and cloud-based development.
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• Pre-CRM | The Relationship before the Relationship
  Until now, the limitations of the web have made it difficult to build an online customer relationship as we do in the offline world. But it’s coming.
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• Three Ways to Increase Engagement on Your Website by @lieflarson | Spin Sucks
  To increase customer engagement, many businesses deploy online chat tools. But this doesn't work. There are better ways to build trust and engagement.
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• Treating Your Customers Like People – Not “Names”
  In a crowded marketplace, customer service is the key differentiator. That means treating customers like people, not numbers or names.
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• Why Personal Branding Matters to Big Companies
  Technology has been harnessed to make it very efficient to buy things like books, music, movies, gadgets and hardware online, with no human interaction in the transaction. It next needs to be harnessed to increase the efficiency of online-to-offline transactions, where human engagement is required.
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• Why Personal Branding Matters to Small Business
  Personal branding can transcend size and act as a foundational tenet for any customer relationship, but has special importance for small businesses.
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• Workface Gets Funding, Coverage for Humanizing Internet Commerce
  The vision of effectively using technology to put people front and center for high-involvement purchases gained traction recently as Workface raised an additional $900,000 in Series A-1 financing and garnered more media coverage.
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• Knowledge Management Tools and Customer Satisfaction Measurement Technologies Showcased at HDI Event
  Kinetic Data showcases its leading-edge service catalog and enterprise feedback management (EFM) solutions at the HDI Annual Conference & Expo.
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• Marketing in a Downturn | Tapping Virtual Social Networks for Customer Insights
  Implementing these 16 practical ideas will help you to both survive and thrive during the current recession.
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• Software Developer Workface Bests Chat Platforms For Online Engagement Again With First-Ever Facebook Integration
  Workface continues to raise the bar on online customer-engagement experiences with integration of its portable profile-based customer-engagement platform into the Facebook ecosystem. The only online company with the ability to integrate with Facebook, Workface enables companies to live “virtually” where their prospects and customers are.
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• Web Based Survey Software
  Get fast and meaningful service interaction feedback with Kinetic Survey - web based survey software for BMC Remedy.
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