Strategy
Contributor: Jason Price
Posted: 08/15/2012
Jason Price
If social media has gained any ground with business leaders, it has been due to fear that customer complaints will now go viral. But what does an analysis reveal about social's TRUE role in the complaint process? Full Article »
Posted: 03/21/2012

Companies like Autodesk are driving millions in ROI annually from social support because it delivers better service at a better value. Next generation Social Support is about dialing it up a notch—maximizing that value by making it a fundamental part of the support ecosystem, fully integrated with the systems and processes that make your c Full Video »
Contributor: Brian Cantor
Posted: 08/20/2012
PodcastImage
Kerry Hurff, Safelite’s director of marketing, has a message for those who struggle with the alleged challenge between acting in the best interest of the customer and acting in the best interest of the business: "It is never in the short-term or long-term interest to not do the right thing." That commitment to always doing right by—and Full Podcast »
Posted: 08/15/2012
Success Factors in Using an Integrated Voice of the Customer to Enhance the Customer Experience
In the White Paper "Success Factors in Using an Integrated Voice of the Customer to Enhance the Customer Experience", John Goodman, the Vice Chairman of TARP, addressed the findings of TARP's recent research on factors that will lead you to successfully create effective VOC processes. Full Whitepaper »