What Drives Customer Service

I'm passionate about customer service and what drives it, what makes it great and why it sometimes fails. ReadThis.com is a collection of my own experiences with the brands, products and services that I encounter as a customer, stakeholder or interested by-stander.

Customer Loyalty Restarts With Every Experience

Published May 07, 2014   permalink

Allegiance to your brand begins again with every experience, from word-of-mouth mentions to small social objects like status updates that are passed around and shared.
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Getting Social Customer Experience Right

Published February 12, 2014   permalink

A look at how three brands are encouraging positive, socialized conversations that are aligned with business objectives and a desire to grow brand value.
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The Power of Peer in Social Customer Care

Published January 15, 2014   permalink

As you plan your social customer experience program, think about the value of peer technology, of placing more control into the hands of your customers.
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Fixing Customer Care: The New Social Marketing

Published November 20, 2013   permalink

Customer care is going social. Take the time to build a robust ROI model and then measure the contribution of your social customer care efforts.
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Create Audience Experiences That Drive Recommendations

Published October 03, 2013   permalink

These three instances of online experience creation stand out. Plus, a fourth customer experience tip may surprise you.
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