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2019 trends to grow your biz

How to Use Trends to Grow Your Business in 2019

By Charmaine Deogracias | Social Media | 3 comments | 22 January, 2019 | 0

My social media history has been over 10 years on Facebook, 8 years on Twitter, and 6 years on Instagram. What are they to me? Facebook is my personal journal, Twitter is my professional mouthpiece, and Instagram is my digital photo album. What is keeping me there? How long will I remain a part ofRead more

social media strategies to boost cx

3 Social Media Strategies To Boost Your Customer Experience

By Robert Clarke | Customer Experience, Social Experience, Social Media | Comments are Closed | 19 December, 2018 | 1

As customer service increasingly moves on to social media, it is now more important than ever to have a good strategy if you want to offer great experiences. Starting with a good strategy can be the difference between generating an army of loyal customers and a horde of trolls. Here’s what I’ve learned from aRead more

social media cx

Understanding What Social Media Is and Isn’t to Improve Customer Experience

By Charmaine Deogracias | Blogging, Customer Experience, Social Experience, Social Media | Comments are Closed | 27 November, 2018 | 1

Social media continues to allow more businesses to tell their story, drive awareness, generate sales, acquire customers, and foster customer loyalty. But while customer acquisition may be THE goal, social media is equally key at converting those customers into your influencers and brand advocates. The customer experience that social media delivers is not in theRead more

Marketing on Tap Ep 14

Marketing on Tap Episode 14: Airlines from Hell, Customer Experience, and Employee Influencers

By Danny Brown | Marketing on Tap Podcast | Comments are Closed | 12 October, 2018 | 0

Week after week, it seems we’re bombarded with poor customer experience examples when it comes to airline companies. From dragging passengers off planes to charging to change the flight of a family whose 3 year old son’s appendix burst, the horror stories are endless. But do these stories make any difference? With flights cheaper thanRead more

Comcast Customer Recovery Strategy – Too Much, Too Late.

By Sam Fiorella | Customer Development | Comments are Closed | 16 July, 2014 | 1

Arguably, phone, wireless, and cable providers are simultaneously the most predatory and desperate of all direct-to-consumer businesses. They conspire with each other to set inflated prices for mediocre service and negotiate territories to avoid competition, which, in turn, helps them set inflated prices for mediocre service. They demand your loyalty but only seem to rewardRead more

Ignore Happy Customers At Your Peril

By Sam Fiorella | Customer Experience | Comments are Closed | 17 June, 2013 | 0

Earlier this year, along with family and friends, I made my annual pilgrimage to our condo is Orlando, Florida – with fear. It’s not the long lines at Walt Disney World or the hectic Orlando International Airport that I dread; I don’t look forward to flying an American airline with my children who have severeRead more

Social Media, Happy Customers and Missed Opportunities

By Sam Fiorella | Sensei Perspective | Comments are Closed | 18 March, 2013 | 0

What is the value of a happy customer? Is it more or less than a dissatisfied customer? Social media has trained customer service teams to be hyper-sensitive to online negativity, possibly alienating and discouraging online positivity. Online monitoring software allows for the identification of both positive and negative sentiment in online conversations, yet negativity isRead more

Customer Experience Cannot be Automated

By Sam Fiorella | Customer Experience | Comments are Closed | 11 December, 2012 | 0

I’m a bit disturbed by the fact that most customer experience (CX) discussions I’ve had lately with marketers have been about marketing automation and technology. Software firms pitching clients at trade shows, on webinars or at conferences all seem to be leading with the promise that their technology will generate a greater customer experience throughRead more

#CustServ Has Become the Defining Success Strategy for Business

By Sam Fiorella | Customer Acquisition | Comments are Closed | 27 June, 2012 | 0

Has customer service emerged from the call centers and basements of businesses to become the defining business strategy for success? Well, if you’re to believe the results in the newly released 2012 American Express® Global Customer Service Barometer, you’d certainly lean that way. The conclusions drawn from this report suggest that social media has elevatedRead more

Social Scoring, Misdirection and HR Recruiting

By Sam Fiorella | influence marketing | Comments are Closed | 3 June, 2012 | 0

You’re not active on Facebook? You may not be qualified to work as an Engineer. Not Tweeting? Sorry, you can’t be hired in the Travel & Tourism industry. No Pinterest board? You’re future as a Chef just hit a major roadblock. To rational people such statements will seem ridiculous but in reality they’re not farRead more

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