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Mitch Lieberman

Mitch Lieberman, thought leader and founder of Comity Technology Advisors, provides analysis and strategic advice to companies of all sizes, helping them leverage social technology to better manage their relationships with individual consumers and/or their business customers.

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Posts by: Mitch Lieberman

A Healthy Diet of Email

On January 5, 2012 By Mitch Lieberman
Here is the question: How does Email communication fit into your 2012 corporate diet? Specifically, is there such a thing as a healthy diet of Email? Within your organization do you encourage email use, discourage it or leave well enough alone and go with the flow? I know some would like this to be a [...]
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The Contact Center of the Future

On December 15, 2011 By Mitch Lieberman
The future of customer service is agility; the ability to adapt to the changing needs of your customers The future of service excellence is differentiation, the ability to create personalized and engaging service experience The future of service process is contextual optimization; the capability to coordinate and/or collaborate, internally, while staying focused on supporting customer [...]
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Time is not Social

On November 28, 2011 By Mitch Lieberman
Time is more Valuable than Money People are more Important than Things Friendships are more Important than Friends Relationships are more Important than Re..<careful> Spending Time with People is Definitely Cooler than spending Money on Things Likes are Lazy Fans are Fickle Followers are <becoming> Disengaged Retweeting (should not even be a word), is simply [...]
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The Phone, It Still Matters in this Social, Cross-Channel World

On November 22, 2011 By Mitch Lieberman
(This is an expanded post based on the original – with a bit of a teaser on survey results at the bottom) First talked about in 1844, written about again in 1854, patented (US) in 1876, argued about for another 10 years, connected across the US in 1915: The Telephone. We cannot forget the importance [...]
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Customer Service Through Social, Is It Worth Doing?

On November 13, 2011 By Mitch Lieberman
It is something many smart people have written about and it ‘feels like’ the right thing to do. Talk about it in a meeting, and you get ‘head nods’ of affirmation. But, we need to ask the tough question to find out where we really stand, as well as ‘why’. I am hoping that you [...]
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Customer Experience; It does not Start nor Stop at the Door

On November 2, 2011 By Mitch Lieberman
(I am certainly not a food critic – but like most I do enjoy a positive dining experience; for a restaurant the experience is certainly greater than just the meal.) Being the socially connected type (think iPhone; Yelp. Foursquare, Facebook, Twitter, not High School or Tennis Club) my experience usually starts well before I get [...]
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Standardized and Automatic are not the same as Efficient and Consistent

On November 1, 2011 By Mitch Lieberman
Modern customers (aka Social Customer or 21st Century Customer) are demanding, multi-channel and empowered. Your customers, being modern, expect each experience to be positive, efficient and valuable. Finally, there is the desire that the brand experience will be consistent across the different points of interaction. That said, ‘consistent’ should not be confused with “the same” [...]
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Is the Office of the CMO the Right Place to Drive Customer Engagment?

On October 23, 2011 By Mitch Lieberman
Primary sourced research is valuable, adding one’s own interpretations (which I will) is the added benefit of blogging. The most recent IBM research “From Stretched to Strengthened – Insights from the Global Chief Marketing Officer Study” (URL) is a good read. Research based on CMO conversations is arguably meant for a CMOs. As usual, I [...]
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Strategic Ambiguity

On October 17, 2011 By Mitch Lieberman
Whether it is intentional or not, given by pundits, professionals or proselytizers ‘advice’ is too often vague, fluffy and/or shallow. Websites, blogs and articles are filled with key words suitable for Google but lost on most humans. In the domain where I read, think and strategize; customer service, this is especially annoying.  To be clear, [...]
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The Evolution of Customer Service

On October 7, 2011 By Mitch Lieberman
Customer expectations are evolving and customers are more vocal and willing to share both when something is good and something is bad. Customer service is also evolving, frankly, in order to keep pace with customers; but is the pace fast enough? The pace of the change; driven by customers, is accelerating because the social web [...]
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