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The Social Piece of the Customer Service Puzzle

A decade ago, electronic communications channels were new to customer service. This discipline was dubbed "eService" and touted as an entirely different way of providing value to customers. eService came in a variety of flavors: Web self-service, email, SMS, instant messaging, to name a few. Many people felt that eService was completely different from a company's overall customer service strategy. They were wrong...

Three Top Execs Ousted in Sprint Nextel Shakeup

The three executives -- Chief Financial Officer Paul Saleh, Chief Marketing Officer Tim Kelley and Mark Angelino, president of sales and distribution -- will leave the company on Friday. The positions will be filled internally on an interim basis, said recently hired CEO Dan Hesse. William Arendt will serve as CFO, John Garcia will serve as the CMO and Paget Alves will serve as the president of sales and distribution...

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