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It's the marketing-oriented posts that keep the blog on this list; they go to the discipline of CRM rather than the technology of CRM. Posts include frequent podcasts with experts like Shep Hyken, Allen Gannett and Jantsch himself, meaning that this blog delivers its messages through more media than most.

"If I am the guy that runs Uber, I have to take immediate and decisive action showing exactly where my policy stands," author and customer service expert Shep Hyken told TechNewsWorld "Uber has to take a position with Mohrer that sets the tone for the rest of the company as w...

The OSHbot is a "great concept," customer service expert Shep Hyken told CRM Buyer. However, "a robot at this stage can simply direct somebody to a spot in the aisle where the item is, but it can do nothing to ask what they're working on or suggest another product they might...

Akin in many ways to truth in lending, "this is truth in shipping," customer service expert and authorShep Hyken told the E-Commerce Times "I really like that they enforce this -- it's very good for the consumer," Hyken explained. "At the same time, it's not a hardship on the...

Bottom line: "They've been caught with their pants down," customer service expert, professional speaker and bestselling author Shep Hyken told CRM Buyer. "It's amazing that companies actually do this type of thing," Hyken said. "I understand why they're concerned, but they'r...

The call was "unbelievable," agreed customer service expert, professional speaker and bestselling author Shep Hyken The representative was "like a pit bull on a pork chop," he told CRM Buyer....

Seeking a competitive edge? In any economy and any market, customer service is the key. No matter what your business, if you have one competitor or 100 selling the same product or service, you can tip the scales in your favor by offering a higher level of service. Customers will drive farther, wait longer and even spend more for better service ...

Social CRM platforms enable a company to respond very quickly to this opportunity by pushing out information about new products and methods, Shep Hyken, creator of The Customer Focus training program, told CRM Buyer. Companies can also send more targeted posts to the customer...

FuzeDigital's emphasis on personalizing the experience for the customer is a smart strategy, according to Shep Hyken, creator of The Customer Focus training program. The ability to provide customers with a personalized experience is an asset, he told CRM Buyer....

Many Fortune 500 companies are now monitoring social media because they are aware that negative feedback on social media channels can adversely affect a company's reputation, Shep Hyken, creator of The Customer Focus training program, told CRM Buyer. Today, customers are quic...