Business in Action, 7th Ed.
Chapter 16: Customer Communication
"Lithium Technologies, a social customer experience management platform, announced the results of a recent survey performed on its behalf by Harris Poll, finding that brands are increasingly under pressure by consumers to innovate," writes Justin Lafferty in a piece at AdWeek.
"Probably the most important reason to respond to comments—both negative and positive—is that everyone else is reading them.
The Lewis Model of Culture is an intriguing way of recognizing different approaches to business.
The Lewis Model of Culture is an intriguing way of recognizing different approaches to business.
The original resource is no longer available.
This brief presentation explains the key points to look for in a balance sheet.
See how researchers segment shoppers based on why, when, and how they shop.
See why carefully identifying target markets is such a crucial aspect of marketing strategy.
Get insider advice on reaching today’s online shoppers.
"When a plane is grounded or there are delays, customers sometimes vent their fury on Twitter.
"The secret to a loyal customer base is no secret at all: Great customer service will bring them back every time.
Ric Dragon (photo, left) gives a report on his conversation with Christi McNeill, project lead of social business and listening at Southwest Airlines.
Stephanie Walden discusses customer relationship marketing (CRM) in a piece at Mashable.
"A Utah couple is suing an online merchant that fined them $3,500 for writing a negative review and sparked a financial nightmare for more than a year by reporting the alleged debt to credit rating companies.
Take a look at this summary of a Temkin Group report covering the topic.
View original content
"Understanding your customers is an integral part of building a loyal customer base.
Chapter 14 Message 14B
Download and watch this presentation in slide show mode.
Revise these slides to make the text more effective for presentation purposes.
This PowerPoint presentation offers helpful tips for avoiding plagiarism when researching and writing reports.
More and more companies rely on the social web to influence customers before the sale and support them after; these statistics explain why social help is becoming so pervasive.
Effective communication is everyone’s job—whether you are trying to sell in a concept or convince a client.
David Berkowitz explains the differences between Google+ and Facebook.
"Social media is about more than marketing and branding — it’s quickly becoming an essential part of customer outreach for brands.
As a business communication instructor, it's important to teach your students how to write specifically for social media and digital communication.