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 Linkedin or some of their cousins. So many different definitions, I could fill this entire blog with them. However there...

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 forgetting the basics. We are thinking so much about knowing customers, their behaviours, their expectations, trying to establish relationships and...

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 it gossiping. But whether you call it word of mouth or gossip, it has found a fast vehicle to ride...

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 satisfaction and loyalty. How did it do it? By applying some basic principles that created a customer-oriented culture. "Customer culture"—which along...

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 to Peru during Easter break." I could not help laughing. I laughed so much she got upset. She said, "I...

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 have made real efforts in understanding what customers want and value; and others have come up with creative and innovative...

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 marketing or customer management, we see a different metric. Customer satisfaction, income, frequency, ARPU, churn, new customers, ROI, ROC, number...

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 customer has with your company. I am sure it will be just a short while before companies are speaking about...

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 only on great products and innovation but also on relating and treating customers differently. It continues when you recognize the...

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