Monthly Archives: February 2013

Forward to the Past, Instead of Back to the Future?

    It seems that everywhere I turn these days, Customer Experience professionals are touting something “NEW!”  Yet as I read their perspectives in blogs, social media websites like LinkedIn or as teasers to webinars, I find myself scratching my head and wondering what is truly new? Social Media Let me get the one point out of the way that arguably could be considered new, but truly isn’t: (Said in a breathless manner) “social media!”  Sure enough, ten years ago there was no Twitter nor Facebook. But there were chats, emails and bulletin boards. Any service delivery organization that is concerned that many customers are … …more