Archive by Author
Using Customer Service to Keep Consumers Ahead of Tech Complexity
April 15, 2010
Featured Commentator: Andrea Ayers, President, Customer Management
Accelerated innovation and the frequent release of new products and services have fueled the success of technology companies in recent years. But, this business model could prove to undermine a company’s growth as consumers and organizations struggle to quickly adapt to the rising complexity that often accompanies new innovation.
According [...]
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Home Agents: 5 Good Reasons
October 30, 2009
Featured Commentator: Andrea Ayers, President, Customer Management
What do events as diverse as the dawn of the Internet and social media share in common with Hurricane Katrina and the 911 tragedy? In his popular book, Fooled by Randomness, New York Times best-selling author Nassim Taleb draws a surprising conclusion: Good or bad, the events that transform [...]
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All a Flutter About Twitter?
October 02, 2009
Featured Commentator: Andrea Ayers, President, Customer Management
As I write these lines, tens of millions of devoted social media fans are tweeting on what they had for breakfast, when they will visit the dentist, and which celebrity will be eliminated next on ABC-TV’s “Dancing with the Stars.”
Of more immediate interest to me, others may be commenting [...]
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Bring customer perspectives into focus and make the save
July 23, 2009
Featured Commentator: Andrea Ayers, President, Customer Management
Over the last month or so in this Commentary blog, we’ve been talking about retaining customers and customer preferences. Mike Betzer last discussed the use of intelligent notification solutions, and how these solutions work to reach customers based on their personal preferences, across various channels. That made me wonder, [...]
