Charles Dennis

Charles Dennis, Vice President, Knowledgence Associates

A career-long Customer champion, Chuck Dennis is Senior Associate for Knowledgence Associates of Cambridge, MA.  In addition to Customer Care strategy and delivery programs, Chuck’s consulting practice includes the creation, delivery, and management of customer-focused communications, including email and social media campaigns.

Chuck’s key strength is his relationships with customers, and his success in leading the internal teams that serve them. He stresses the creation of real dialogue as a method of maintaining customer loyalty in today’s marketplace. He has specialized in both the online and face-to-face care of Angry Customers, teaching businesses to manage that anger, and identify the business improvements that can be made by acknowledging and repairing problematic issues.

As businesses began embracing social media as a platform on which to engage their customers, Chuck has helped many of them provide clear, relevant content, as well as customer service via their social media outlets.

Prior to joining Knowledgence Associates, Chuck held Customer Service management positions with CompuMark and Thomson & Thomson (both member companies of Thomson Reuters) as well as Northern Light Technology.

Chuck serves on the board of directors of SOCAP (Society of Consumer Affairs Professionals) – New England, and is a member of the Boston chapter of SMEI (Sales & Marketing Executives International). He has served on the Customer Advisory Board for Constant Contact, Inc. and was a member of the Planning Committee of the Boston Cell of Fast Company magazine’s Company of Friends network. In addition to his business-related activities, Chuck has volunteered for several non-profit organizations.

An avid writer and blogger, Chuck has a BA in English from The George Washington University.

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