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customer experience

March 03, 2015
It is no secret among Customer Experience (CX) professionals that most CX efforts fall flat. Forrester found that only 25% of CX professionals say their companies’ CX programs actually improve customer experience , and Avaya recently published a study indicating that 81% of organizations have seen...
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Prioritizing the Customer Experience in Social Media

The battle for customer loyalty is fiercer than ever. Smart social media practitioners and marketers are using social media to deliver a personal touch at scale, reinforcing the in-store experience online and on social media channels. Learn how to enhance the customer experience through dialogue and extending brand experiences to virtual spaces with a group of social media veterans from a variety of industries and backgrounds.

February 09, 2015
In this day and age of immense competition, when customers have the power and luxury of choosing from among competing brands, it is important to create a positive and memorable customer experience. Here are four things you need to consider.
February 04, 2015
Organizations are complex—as is the branding process. Today, more than ever, successful branding is not just what you as an organization decide it to be, it’s also about the inner workings, which are more and more transparent, and the feeling, perception or essence that a customer feels about your organization, product or service.
January 21, 2015
Too many brands are using multiple, often low-end social media management tools to establish their social media presence. In order to maximize all of their social media efforts, deliver on their customers’ expectations, and create a superior customer experience, brands needs to invest in a tool that can help them to achieve long-term social media success. A key aspect in enabling all of this is by having just one, unified social media inbox at their disposal.
January 07, 2015
For some, our performance and customer experience we create may impact the ability of our customers to meet commitments they have made to others. We create a bad customer experience and it ripples through to their inability to meet commitments–creating a bad experience for their customers. Their customers don’t care that we failed, they just see that our customer failed.
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Moving from Screen to Device and Back Again: The Omni-Channel Experience

Omni-channel marketing focuses on a seamless approach to the consumer experience through all available channels, including mobile Internet devices, computers, brick-and-mortar, television, radio, direct mail, catalog, and so on. When brands think customer experience, they need to think omni. Its not about your customers or their customers, its about all customers.

November 21, 2014
Why is it that almost every time we hang up the phone with a customer service rep, we feel flat? Despite the profiling technologies, the predictive analytics technologies, the customer databases that companies have at their fingertips, it is still insanely hard for them to provide a breathtaking experience. Why? I think it is because a lot of times companies are missing a key ingredient to business success – human passion.

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