Mitch Lieberman

From Connecting Dots to Connecting People and Back Again

To an economist, it might be about weather patterns. Weather is super complex with a mind numbing number of variables. Regional fluctuations in rainfall...

Simplicity

Without a doubt, I am a fan of Albert Einstein. Beyond his scientific genius, his logic based approach and his stylish hair, he had...

Cues, Signals and Understanding

The intersection of, Customer Service and Social CRM is about being human, listening for signals and watching for cues. The secret sauce is understanding...

Can you Leave Work at the Office?

I previously talked about Device Explosion, where I highlighted the need to allow employees to point personalize their experiences just as we are trying...

Best Practices for Social CRM?

They do not exist. They will never exist. You do not need them. FC Expert Blogger Daniel W. Rasmus wrote a great article on Friday...

Device Explosion – Just Deal with It

"DVD Player, Check" "LeapPad, Check" "Discman, Check" "Laptop, Check" "Car Chargers, Check" "Ok, the kids are ready for the car ride!" "iPhone 4S, Check" "iPad 2, Check" "KindleFire, Check" "Macbook Air, Check" (Batteries last...

Mirror Images – Customer Experience versus Employee Experience

In my first Mirror Images post, I referred to Social CRM as a "A complex overlay" on top of customer service, customer relationships and...

Mirror Images

For a some time, I have been watching, reading, discussing and doing my best to understand the very broad field of customer service, customer...

Engagement, Intent Driven Involvement

Recently, friend Paul Greenberg penned a short post (ok, a not short, 2-part series very worth reading) where he talked about the end of...

A Healthy Diet of Email

Here is the question: How does Email communication fit into your 2012 corporate diet? Specifically, is there such a thing as a healthy diet...

The Contact Center of the Future

The future of customer service is agility; the ability to adapt to the changing needs of your customers The future of service excellence is differentiation,...

Time is not Social

Time is more Valuable than Money People are more Important than Things Friendships are more Important than Friends Relationships are more Important than Re..(careful) Spending Time with People...

The Phone, It Still Matters in this Social, Cross-Channel World

(This is an expanded post based on the original – with a bit of a teaser on survey results at the bottom) First talked about...

Customer Experience; It does not Start nor Stop at the Door

It is something many smart people have written about and it 'feels like' the right thing to do. Talk about it in a meeting,...

Standardized and Automatic are not the same as Efficient and Consistent

Modern customers (aka Social Customer or 21st Century Customer) are demanding, multi-channel and empowered. Your customers, being modern, expect each experience to be positive,...

Is the Office of the CMO the Right Place to Drive Customer Engagement?

Primary sourced research is valuable, adding one's own interpretations (which I will) is the added benefit of blogging. The most recent IBM research "From...

Strategic Ambiguity

Whether it is intentional or not, given by pundits, professionals or proselytizers 'advice' is too often vague, fluffy and/or shallow. Websites, blogs and articles...

The Evolution of Customer Service

Customer expectations are evolving and customers are more vocal and willing to share both when something is good and something is bad. Customer service...

The Evolution of CRM

evolution – a process in which something passes by degrees to a different stage, often to a more complex form. (various sources) In looking at...

Service Can and Should be Proactive – Social or Not

If there is data available, or simple process improvement that could easily elevate my service experience, as a consumer, why are companies not doing...

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