May 05, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 07, 2015If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketi...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
Mar 16 Posted 1 year ago
Well put, Ken.
Tell me, how do you go about defining "great products and services delivered with great customer service" for your customers? If one man's trash is another man's treasure, then what type of research or insight do you use to uncover what a particular set of customers treasure?
Sep 19 Posted 1 year ago
Great reminder, Ken. I think a lot of marketers all too often forget that the average customer doesn't understand content strategy, algorithms or ad retargeting. Looking at it from a more simplistic perspective alleviates pressure to write the most creative copy, or to create a better contest than a competitor. You truly just have to test and listen to see what resonates with your audience - and what doesn't!
Sep 17 Posted 1 year ago
I agree. Customers only expect results; they don’t care less how you do it. You think they’re fascinated by the latest tools your company uses, or what kind of paint your office has, but their satisfaction is a means to an end.