Denise Parker
Denise Parker
Denise Parker is marketing guru of Casengo. This social customer support software in the cloud helps companies to respond to their customers with greater ease and a human touch. Casengo, developed in Amsterdam, will be released to the public this Fall. You can register as a beta tester by leaving your email address on casengo.com.
Three steps to being the best at customer service
Running a small business means being busy. Customer service? In many SMEs, this crucial business element is overlooked. Because seriously, how hard can it...
7 Best customer support tools you need to use this year
Technology is changing consumer behaviour and demands, leaving online retailers scrambling to catch up. Fortunately, innovators all over the world are rising to the...
The Future of Email is Amazeballs
"Awesome." "The real deal." "Most exciting app of the year (…) and I don't even have it yet." Positive comments poured in when TechCrunch...
4 free tools to convert online shoppers to paying customers
There are a lot of variables between your product and the transaction confirmation page. If you've got the foundations of your website nailed -...
Your guide to increasing customer loyalty over the holiday period
A company's greatest threat is a bunch of indifferent customers. And merely satisfying customers does not safeguard you against indifference. You're no different from...
5 Common customer nightmares: the first signs of bigger problems
Your most unhappy customers are your greatest source of learning. That's one of Bill Gates' little gems - and we agree wholeheartedly with...
10 customer service quotes to live by
Customer service: easy as ABC, right? Live by thy mantra that the customer is always right, keep displaying that toothpaste smile and say something...
Customer Service and that Fast-Food Feeling
Plain speed is a critical factor in customer service delivery. But why is it that responsiveness is so often at a cost to accuracy...
5 Habits of the successful small business owner
Outstanding customer service doesn't have to come from deep pockets and a 24/7 contact centre. In fact, according to the American Express Global Customer...
Partnership serving: the antidote to post-sale neglect.
Too often sales and customer service operate in isolation. With different functions, targets and management, the symbiosis can be hard to achieve. The relevance...
The peanut butter and jelly solution to the online service problem.
Email and chat is like peanut butter and jelly, strawberries and cream, pancakes and maple syrup - great stuff, but they make even greater...
What webshops can learn from Marks and Spencer
David Walmsley, Multichanel Development Director at Marks and Spencer gave Shop.org Summit attendees these three e-commerce insights: 1. You cannot obsess enough about your customer.…
When I grow up, I want to tweet like a five-year-old.
As a child, I would read the Sunday papers together with my father, dreaming of my own by-line. When I went to university, I...
3 role plays to boost your business
To deliver the best product and service experience, understanding the behaviors and motivations of your target market is crucial. Without that knowledge, you may...
How to be #1 in a small market
American 'agent of change' Seth Godin wrote a great little blog piece last week: #1 in a small market... In less than 150 words...
Emotional customers: we love ’em.
The other day, I interviewed one of Casengo's software developers about what made him tick. I asked him what kind of feedback from beta...
Traditional call centres: no longer a customer’s lifeline
Earlier this week I came across the program for a Social CRM conference. "The Call Centre is no Longer the Lifeline to the Customer",...
Outlook, the business toolbox for everything. NOT.
A Google search for the phrase "I hate email" yields 1,190,000,000 results. Now that's a lot of hate! But get ready for even more...
Delivering online customer service like a 5-star hotel
I'm a regular reader of customer service blogs by Shep Hyken, and Bill Quiseng, and both of them recently wrote about the hotel customer...
Be the Bruce Springsteen of Customer Engagement
If web traffic to your site is expanding but conversion isn't, chances are your customer service is to blame. Just like Bruce Springsteen, we...