Jim Freeze

Do You Text What I Text? Consumers Begging to Be “Heard” This Holiday Season

Black Friday and Cyber Monday have come and gone and several retail analysts are saying holiday sales have been a little less than stellar. While sales were up last year 4.1 percent, this year they will be closer 3.5 percent according to Dana Telsey,...

How Customer Service Can Create a New Breed of Brand Ambassador

Poor customer service experiences seem to be a universal frustration. Chances are, most of us can rattle off a bad customer service experience without hesitation. And that bad experience can stick with us for years, turning a would-be loyal customer into a potential adversary....

Disrupted Not Destroyed by Technology

Music, movies, photography, transportation, communications and publishing are all industries that continue to experience massive disruption brought on by the advent of technology. ITunes made CDs obsolete. Netflix turned Blockbuster into nostalgia. Digital photography created an archaic brand in Kodak. And did you ever...

What Marketers Can Learn From the Customer Experience

Customer service experiences are a universal frustration. Chances are most of us can rattle off a bad customer service experience without a moment’s hesitation. According to the results of a new consumer survey from Aspect, our customer service expectations have increased in the past...

Winning Brands, and What We Learned

Customers are the backbone of every business, but every day we hear about people who believe they have been mistreated or pushed around by companies, sometimes even their favorite brands. On the bright side, you also hear stories about companies that have gone above...

Shopping is Social Too

For years now we have shared, reviewed and recommended products on social networks such as Yelp, epinions and Buzzillions. Research from public relations firm Weber Shandwick found that consumer reviews are much more influential on consumer electronic purchases than those from professional critics. This...

WhatsApp – Is It “What’s Next” in Customer Service?

The Relationship Revolution continues to move at the speed of light and like it or not, the relationship between customers and companies is forever changed. Through the power of socially and very public apps, customers now hold the power, choosing when, where and how...

Sorry, I’m Not Sorry: Consumers Lacking Holiday Spirit for Customer Service

It won't be a holly, jolly season for brands this year, as consumers give a great big "Bah Humbug" to customer service. And sorry, but they're not really that sorry about their Grinch-y attitude as just 20 percent of Americans feel guilty about being...

Customer Service On the Naughty List This Holiday Season

The holiday season has arrived and consumers are ready to shop, decorate and maybe eat last year's fruitcake?! Sounds crazy but according to a new survey from Aspect, more than a third of Americans (37 percent) say they would rather eat year-old fruit cake...

Who Determines Customer Value? Let’s Ask Banksy

In case you missed it Banksy, the elusive and reclusive UK graffiti artist who has previously sold his works for well over $1 million, set up a pop-up table on a New York city street last weekend to sell some of his paintings....

You Only Get What You Give: Why Brands Need to Show Customers the Love

Just how frustrating can contacting customer service be? According to a new survey from Aspect, four in ten Americans (42 percent) say they would rather experience a trip to the DMV than have to contact customer care. Adding insult to injury, 64 percent agree...

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