Recent Posts

Is Collaboration Part of Your Customer Experience Strategy?

mfauscette
Our whole definition of "customer facing" is under attack as companies realize (or should) that a lot of activities outside of sales, marketing and customer service are just as important to delivering experiences to customers that meet expectations.
Is Collaboration Part of Your Customer Experience Strategy?

Engaged Customer Communities: Your Digital Anchor

Loni Stark
We are already wad­ing deep in the post­dig­i­tal waters; our rela­tion­ships to dig­i­tal have evolved from tech­no­log­i­cal obses­sion to an inter­est in enhanc­ing the human expe­ri­ence. Many of today’s dig­i­tal brands have caught the mobile cur­rent and are work­ing hard to nav­i­gate the streams car­ry­ing them into the mul­ti­chan­nel, post­dig­i­tal age. Brands that make cus­tomer expe­ri­ence their guide are in for a thrilling jour­ney that just might lead them to an ocean of dig­i­tal possibilities.
Engaged Customer Communities: Your Digital Anchor

Social Is the Key to Customer Experience

tedshelton
Organizations in the midst of digital transformation need to take another look at how they are managing overall customer experience throughout the complete customer journey. And when they do so, they will realize that social technologies are key in creating connective tissue across that journey. Social is not a channel, it's a core competency of marketing in the post-digital world.
Social Is the Key to Customer Experience

Are Your KPIs Leading You to a Disaster?

JeannieWalters
A few years ago, when I would mention “customer experience” to business people, I often received the same response. Smiling, nodding, then brushing me off completely. It just wasn’t important enough to them. But slowly but surely companies are beginning to realize there is value in not just acquiring the customers, but retaining them.
Are Your KPIs Leading You to a Disaster?

Providing a #Winning Experience for the Digital Customer

BobbiDangerfield
Michael Dell said it best: “We’re a company with big ears” – a good thing considering there are more than 25,000 online conversations about Dell each day in English. While that number can be overwhelming, it underscores the wonderful opportunity social media offers for companies to listen.
Providing a #Winning Experience for the Digital Customer

Salesforce1: Employee Productivity and Mobile Experiences

mfauscette
At Dreamforce last Fall, Salesforce introduced its new platform offering, Salesforce1.This week I attended the World Tour event in NYC for Salesforce1 and spent some time talking to Salesforce execs and an assortment of customers about the platform.
Salesforce1: Employee Productivity and Mobile Experiences

6 Tips for Turning Big Data into Great Customer Experiences

PaulDunay
The phenomenon of big data certainly comes with big promise. After all, having terabytes of data on customer history and behavior is certainly better than trying to extrapolate from just a few data points. The good news is, there are technologies and tools that make it much easier to find the gold hidden in the data—and use it to refine your online marketing with laser precision.
6 Tips for Turning Big Data into Great Customer Experiences

7 Ways to Generate Revenue with Customer Support

MarketingLetter
The proliferation of self-service tools will further expedite answer flow and heighten conversion rates for savvy businesses. Companies should consider these guidelines when devising their online customer service strategy.
7 Ways to Generate Revenue with Customer Support

Who’s on First? CRM, Customer Experience and a View of the World

MitchLieberman
Like Abbott and Costello and their "Who's on First?" routine, the new double act seems to be customer relationship management (CRM) and customer experience. Indeed, they are strange bedfellows.
Who’s on First? CRM, Customer Experience and a View of the World

What is Value and What is High Price?

Koka Sexton
This stylist who gets $950 cut is offering an experience that people value. His studio also offers contrast pricing, and if you don't think this works, check out his waiting list.
What is Value and What is High Price?