Conversation Agent - Valeria Maltoni - Path to Resolution in the (digital) Age of the Customer

« Solving Your Personal PR Crisis | Main | Three Sure Ways to Create Signal with Content »


Agreed. I think many businesses, as they get more successful, tend to forget that the customer has choices. Ignore them and they'll go elsewhere.

@Valeria I definitely agree. Weren't there some Staples (or some other similar company) commercials not too long ago where the customer pushed a button and what they needed appeared or something of that nature? Similarly & ideally, customers should be able to IM with you with 1 click, not have to go through 15 levels of an automated phone menu when they want to talk, find the product they want immediately online, etc, etc. And then once they get to a person, that person needs to be empowered to take decisive action for them.

This is something organizations are underestimating, to their detriment. Frank Eliason at Comcast provided a clear path to getting things resolved. Customer support is marketing. Frank didn't resolve everything by himself, he was just the one button you could use to get resolution from Comcast. He got the organization aligned to solving the issues behind the scenes.

True that on internal collaboration playing a huge role in streamlining the path.

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.