Category: Service

#DFEmerging: Internet of Connected Products (IoCP) at Dreamforce

#DFEmerging: Internet of Connected Products (IoCP) at Dreamforce

There are many ways to describe the Internet of Things and derivatives – Machine-to-Machine, Internet of Everything, and of course the Internet of Customers. During Dreamforce ’14 we’re further differentiating the Internet of Customers, dedicating a track, and calling it the Internet of Connected Products (IoCP). The IoCP track promises... Read More»

Sports Fans are Customers Too—And I Demand a Refund

Sports Fans are Customers Too—And I Demand a Refund

Being a sports fan can be a difficult journey. One season you’re on the top of the world, the next you watch the team implode before your very eyes. Sometimes it’s years of losing seasons, but you keep watching with the hope that eventually you will be rewarded for your... Read More»

3 Unlikely Service Phrases that Make Customers Unbelievably Happy

3 Unlikely Service Phrases that Make Customers Unbelievably Happy

Making your customers happy and providing stellar customer service is easier than ever before, and you don’t need an army of service agents to do it. And satisfaction isn’t the only benefit; those happy customers have the potential to add to your company’s bottom line, too. Fortunately, there are some... Read More»

3 Reasons You Can't Miss the Service Cloud Product Keynote

3 Reasons You Can't Miss the Service Cloud Product Keynote

There was a point in time when price was the #1 differentiator when customers made a purchasing decision. Then, product came into play. Today, it’s all about customer experience. Not only are customers asking for a better experience; they are demanding it. What’s more, they’re willing to help companies deliver... Read More»

3 Facts That Will Change the Way You Think About Culture

3 Facts That Will Change the Way You Think About Culture

Many leaders intrinsically understand the importance of creating a great team or company culture. In my last post we talked about ways of driving business results by building an awesome culture, but in working with many leaders to help them build that killer culture I’ve found there are a few... Read More»

Desk.com's Dreamforce Guide for SMBs

Desk.com's Dreamforce Guide for SMBs

We’re counting down to the biggest cloud conference of the year. If you’ve never attended Dreamforce and haven’t signed up yet, think again! Dreamforce isn’t just for big companies; it’s for anyone who dreams big and wants to take their business to the next level. So what’s the deal for... Read More»

10 Apps That Helped a CEO Achieve His Vision at Lightning-Fast Speed

10 Apps That Helped a CEO Achieve His Vision at Lightning-Fast Speed

Bob Mather, CEO of Pre-employ.com, wanted to change his business. With the help of Salesforce and AppExchange, he ended up changing the notion of how a background check should work. Bob had a vision for Pre-employ.com, one of the largest background check companies in the U.S., and he wanted to... Read More»

#DF14Emerging: Emerging Technology Trends at Dreamforce '14

#DF14Emerging: Emerging Technology Trends at Dreamforce '14

Technology is now the greatest change agent and the driving force for companies in today’s socially and digitally connected world. Companies are facing a critical inflection point as technology is empowering customers, influencing their expectations and enabling new, disruptive business models. The rise and convergence of many new and emerging... Read More»

Moving the Customer Experience From Firefighting to Prevention

Moving the Customer Experience From Firefighting to Prevention

My last blog post addressed making the Customer Experience (CE) proactive. The second cardinal aspect of CE, addressed here, is to make it preventive. Every organization can prevent as many as 30 percent of all service interactions. You must first identify opportunities for prevention and then apply simple tools to... Read More»

Creating an Effortless Customer Experience From the Inside Out

Creating an Effortless Customer Experience From the Inside Out

If you wanted to buy an iPad, where would you rather go; a big box electronic shop or the Apple store? If you said Apple store, you’re not alone…but why? Both places offer the exact same product for the exact same price. Interestingly, when I ask people this question in... Read More»