Don’t be an idiot...listen to your customer


Every now and again I come across a startup or smaller company that has a cool product to sell. They have slick websites with eCommerce capabilities, social tie-ins, lots of rich content, along with a support tab. I usually go to their support section first: I want to see what type of experience they are offering their customers.

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Trade Shows Are for Suckers (not startups)


For as long as I can remember trade shows have been a part of doing business for most industries in the U.S. Each year, there are literally thousands of industry focused trade shows for businesses focused on franchising, farming, dental care, pets, automotive dealerships, mobile apps, flooring, and even adult entertainment. There’s even a trade show for trade show folks!

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Will Technology Kill the Call Center?


The traditional call center is dead – meet the new contact center. All the panel experts agree that we live in an instant gratification society where consumers expect to be able to reach a company through their touch point of choice. The faster the response, the better the consumer’s experience. Brands that can best leverage multiple channels or touch points will be the clear winners!

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The Changing Consumer [Infographic]


When was the last time you decided to get in touch with your cable company or bank? How did you do it? If you’re like most people, you picked up your phone and dialed their number. Your parents and grandparents probably did the same. Nothing will ever take the place of a human being’s voice.

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Drumbi to Participate in Live Google+ Debate


New technologies for customer service provide myriad channels for the public to connect with the companies they buy from – from live chat to email and social media. Some forecast these emerging communication conduits eventually taking over customer preference as they tire of waiting on hold and wading through phone trees. But this assumes technologies for phone customer service won’t also improve to provide a better user experience.

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