The Marketing Bureau

... Smarter Customer Experience
By Michael Hinshaw
First Published on www.mycustomer.com

It’s surprising how many large companies seem to get further and further away from the things that made them successful in the first place as they grow – like their customers.  In the environment of  “enterprise,” systems, cultures, metrics and rewards tend to focus on activities and transactions rather than on softer measures such as perceptions and relationships. Read more >>

First Published on www.marketingprofs.com

When you're trying to hold on to every last customer, you might not realize that some of them are doing your company more harm than good.  Read more >>

by Guy Winch.
First Published on www.mycustomer.com  

Guy Winch explains how firms can optimise service recoveries and complaints as ways to establish a dialogue with customers.   Read more >>

Posted by Cath Everett
First Posted on www.mycustomer.com  

An authorised Apple reseller has sued a customer for defamation after complaining about poor service on the grounds that the gripes were damaging to its reputation. Read more >>