June 2010

An Inconvenient Truth About Bad Customer Service

Store ExperienceUncategorized

By Doug Stephens The effects of bad customer service may take years to prove fatal but the eventual outcome is almost always corporate extinction.  Despite this, surprisingly few companies turn these negative situations around and actually improve their customer service position.  And as counter-intuitive as it seems, many businesses act like they don’t even care. …

Dollars and Sentiments. The Real R.O.I. on Social Marketing


By Doug Stephens Alice in Wonderland speaking to the Cheshire Cat…. “Would you tell me, please, which way I ought to go from here?” “That depends a good deal on where you want to get to” said the Cat. “I don’t much care where—“  said Alice. “Then it doesn’t matter which way you go” said …

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