Olga Botero

Web 2.0 Isn’t Just for College Kids, Anymore

There has been so much said about Web 2.0. that most of us are confused. We related Web 2.0 with the famous Facebook or...

Great Customer Service: We Forget the Basic Stuff

I love traveling and I love flying. However every time I am in an airport, I think that in customer service we are definitely...

Social Networking Is Word of Mouth to the Nth Degree

For ages, we in customer management have discussed a very strong marketing tool called "word of mouth." On certain occasions, you might even call...

Customer Culture: It All Starts and Ends With Listening

There was an airline in Colombia that had very old airplanes that had problems very often, yet the airline was the leader in customer...

Do You Want Robots or Magic in Your Contact Center?

I came home one night from work, and my 15-year-old daughter told me, "Mommy, a robot called you to confirm our reservations to go...

More Companies Are Listening to Customers, But Others Have Backtracked

Has 2006 been a good year for customers? I definitely think it has been. Many companies have focused on implementing customer-oriented strategies; many others...

Too Many Metrics Can Spoil Your Strategy

A good customer strategy needs to be measured. How many times have we all heard that? Every time we read a new book on...

No Matter What You Call It, the Customer Experience Must Be Consistent

Marketing experiences. CEM. Customer Experiences. A new term has just come out, and it is becoming quite fashionable to speak about the experience your...

The Recipe for Integrating Contact Points? A Dash of Technology and Loads of People...

We all know that a customer-centric initiative involves many elements. It starts when you define your strategy, deciding to compete differently and focus not...

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