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  • Salesforce Service Cloud

    Capabilities for Self-Service, Assisted-Service, and Social Customer Service

    by Mitchell Kramer

    Salesforce Service Cloud provides a broad and deep collection of customer service capabilities across self-service, assisted-service, and social customer service channels, earning an excellent evaluation. Read the specifics in our 50-page evaluation.

    Dec. 19, 2014
    Technologies
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  • CVS Makes It Easy to Reap the Value of Loyalty

    Making Savings Relevant, Easy, and Obvious!

    by Ronni Marshak

    Does your organization offer a rewards program that encourages loyalty, spending, and makes customers feel good about doing business with you? You can learn some lessons from CVS!

    Dec. 11, 2014
    Strategies
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  • Designing Solutions for Aging in Place

    Part 1: Boothbay’s Awesome Seniors’ Initiative—First Year

    by Patricia Seybold

    How do seniors design services that will enable them to thrive in their own homes? They look at what they need. They look at what they have. They experiment.

    Dec. 5, 2014
    All Members
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  • Unreasonable Customer Policy Stories from a Real Customer

    Why Justified Indignation Can Lead to Losing Business

    by Irene Kopel

    Have you encountered customer-alienating policies from otherwise respected service providers? Our guest columnist, Irene Kopel, eloquently details her frustrations with ADT Security and PayPal.

    Nov. 19, 2014
    All Members
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