Barry Dalton
Barry Dalton
Telerx Marketing
Consumed by the pursuit of delightful service. Into all things customer loyalty and technology. My current mission is developing new service channels and the vision of the contact center of the future.
Where Was Customer Service?
Two weeks removed from Radian6 first ever user's conference in Boston - Social 2011 - and I'm still digesting, pondering, analyzing, processing, reflecting (and...
Have We Gotten It All Wrong?
Over the past several weeks, I've been doing research on, thinking about and gathering client examples about brand engagement. In preparation for participating in a...
Customer Service At Any Cost?
I've written on this topic a few times. And those posts have elicited their share of visceral reactions from my colleagues in customer...
What Did You Expect?
What do you expect from me, Mr. Customer? Walmart: To give me the best value for my household dollarNordstrom: To make the process of buying...
Socialology 101
So, before you click away from here thinking this is a rehashing of the social CRM definition debate, stop. It's not. After I was...
Are Customers Just Plain Fickle?
I must admit. Now I'm totally confused. Or, maybe it's not just me. Or, maybe it's not me at all. ...
Fuzzy Logic
I threw together a one question survey last week to see if I could gain some perspective on why people respond to customer satisfaction...
Marketing is Marketing. Customer Service is Customer Service.
Before you go calling for me to turn in my social customer service clubhouse key (not that mine has ever worked since I found...
My Customer Experience Christmas List
Dear Santa, I'm not really sure if I've been naughty or nice this year. I guess that's for you to decide. But, when...
What signals are you sending?
Which should come first? Employees or customers? Its a conversation I've found myself in on a number of occasions recently. For those looking...
Social Business Is For Girls
How do you make decisions? How do you interact with customers and colleagues? Businesses? Friends? Neighbors? Remember the groundbreaking book by John Gray back in...
The social conscience of social business
I'm sure this subject has been written on thousands of times. And while my mind has been turning it over for quite some time...
Retention Tension
With every new post, every new article, there seems to be a different spin on the topic of customer retention vs. acquisition and which...
Social Customer Service and The Nile Perch
If you've been a frequent reader of Seth Godin's blog for some time as I have, you get to a point when you finally...
Things Aren’t Always As They Appear
When presented with a new problem, an unknown entity, it's human nature to compartmentalize that new quantity under a heading that is well known...
The Customer of The Future. And what it really means.
Seems like I've been getting a lot of mileage out of McKinsey's Customer Decision Journey study from last year. The research outlines the evolution...
Channel Your Energy
Again the dynamic, fast-paced, wild and informative #custserv chat on Twitter this week is bringing me here to see if I can sort through...
Enoclophobia in Customer Service?
(disclaimer: the following is not intended to defame, denigrate or disparage in anyway people suffering from this or any other physical or intellectual affliction.) The...
Measure Twice. Cut Once.
This is one of those times where delay (you call it procrastination. I call it unforeseen schedule conflict) is a good thing. I heard...
Does Influence Matter in Customer Service?
No. My opinion of that was solidified last week thanks to a band of wikid smat (translated: "really smart" for you non-Bostonians) people...