Blogs By Category: Communications

Why Are We Talking (Only) to Each Other About the Customer Experience?

Mar 05 2012 | Author: Tom Erskine

The lines are beginning to blur between communications and other major service industries such as banking and healthcare, creating a seismic shift in our market which will have a profound impact on the growth of many Communications Service Providers (CSPs...

Tags: CRM, customer satisfaction, CPM, Customer Centricity, Communications, media

Social Isn’t the First Evolution in Customer Service, and it Won’t Be the Last

Jun 15 2011 | Author: Tom Erskine

“What’s your social strategy?” is now the “in” question for customer service executives at Communications Service Providers. The explosive growth of social media has driven providers to re-think their customer service strategies, and...

Tags: Social Media, communications service providers, CSP, CSPs, Communications, Tom Erksine