Keith Fiveson
Keith Fiveson
A driven communications, customer care, operations, transformation consultant. Helping clients develop people, using convergence based technologies to brand, expand and optimize the customer experience globally.
Social Customer Engagement Data
As a board member of the Professional Association for Customer Engagement, the topic of social engagement caught my attention recently. It is one of...
Building Social Care Muscles, Offers Six (6) Key Benefits
Your Doctor assesses your health and tells you to change your diet, get rid of the flab and build some muscle. You look...
The New Social Customer Service Paradigm
There is not doubt, in my mind, that customer service, sales and technical support will continue to be the differentiating factor determining the longevity...
The Evolution of the Social Contact Center
I think it started happening about seven years ago. Web 2.0 and social media kicked in gear an evolving platform and ecosystem of...
Managing The New Social Customer Agent
Customer service has changed. It still remains a brand differentiators. But now, more than ever before, we live in a new age...
Get Social Media & Cross Functional Team Engagement
Yesterday, I had a conversation with a banking executive (the bank will remain nameless) on the topic of social media engagement across...
Farts, Social Media & Cross Functional Team Engagement
We all fart, surely we do. Sometimes it's random, other times its strategic. It's different with strangers, or acquaintances, then with family,...
Flyswatters vs. Beekeepers – Bee Social :)
There is a lot of buzz going around with social media and customer experience these days. Busy people, are buzzing to build communities,...
Emotional Intelligence and the Customer Experience
Consciously we express anxieties in a variety of unconscious ways. We also measure our experiences in a variety of ways. How they...
The Leadership Spirit and the Wow Experience!
Over 97 percent of American people are well familiar with Starbucks brand. This goes to show that more Americans know the Starbucks name than...
Let’s Get Physical – Influencing the Conscious Customer Experience
The world is a stage and we are all but players in the experience. Lights, action, music, costumes. Conscious and unconscious experiences...
Consciousness and the Customer Experience
We humans think and connect more than ever before. We consume information. We network on social sites; research our buying decisions, assess our social...
Mobility and the Customer Experience
In less then five years, the face of communication and connection has been changed. We have moved from an Internet connected society, to...
I Can See Them, They Can’t See Me…Lifting the Curtain of Customer Experience
I buy most of my things off the web (Amazon Prime Member) and find that many other people today are doing the same. ...
What’s Love Got to Do With It? How Employees Impact Customer Experience
I know it sounds strange, but I am in love with my Apple and Amazon products and services. Do your customers love your...
Empowered Employees Generate Great Customer Experiences
I recently went into Macy's for my wife's birthday present and had a heck of a time getting a good service representative to help...
It’s the Service you Deliver that Matters, Not the Location
While speaking at a conference in Egypt, a fellow speaker recounted the story of calling a company and it was "just bad service" so...
The Importance of Customer Lifetime Value in Enhancing Retention and Boosting Revenue
I believe that the economy has driven firms to increasingly focus on becoming more customer-centric, delivering 'experiences' to their customers to increase profitability, retention...
Why is Customer Lifetime Value Important, to Enhance Retention and Boost Revenue
There is no doubt that the economy has driven firms to increasingly focus on becoming more customer-centric, delivering 'experiences' to their customers to increase...