Conversation Agent - Valeria Maltoni - The Distance Between Avoidance and Attention in Customer Service

« Two Secrets to Good Writing | Main | Where is 3M in the Conversation About the Post-It Note Promotion? »


thanks to my experience i could sey that customer service its one of the most important part of a business, if the client gets happy with that, he will buy again, he will feel sure and everything relationchip with that business he will do always with you.

@Ed - for a company with the right culture, or a department with the right culture, it is. In general though the people who work with customers do know a lot more about what to do and would be the best at developing those relationships.

@Brian - that is why brands with manners do rise to the top in social media. They behave with the proper etiquette - hire the right people, get out of their way, etc. I keep liking your brand promise "expert in the rough".

@Brett - a natural progression of humanizing brands from the company out. With more and more choices, we rely on recommendations from our peers. In the absence of those, we look at brands' behavior.

Interesting insight that people now evaluate whether or not they'll do business with you based largely off your behavior. In the past this was only the case with repeat business, now it's for first timers!

The comments to this entry are closed.

Conversation Agent

  • Since 2006, Conversation Agent focuses on the impact of technology on business, culture, and human behavior.


As seen on

Advisory Boards

Marketing that makes business sense


Book Reviews

  • Conversation Agent participates in the Amazon Services LLC Associates Program. It provides a means for Conversation Agent to earn commissions by linking to Amazon.

Comment Policy and Social Guidelines

  • This is my blog and not a public space. Critical discourse is welcomed. However, inappropriate comments will be deleted. See my social guidelines for reference.


  • The opinions blogged herein represent only those of Valeria Maltoni and do not reflect those of her employer, persons or companies mentioned herein, or anyone else.