#SMTLive Schedule


March 18, 2015
Consumers, as a whole, are undergoing a transformational shift in what they value most. Instead of accumulating owned possessions, more often than not customers are opting in to create memories through “renting” experiences. This is not a new concept, rather one that has been gaining popularity over the past five years.
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...
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.
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.
November 11, 2014
Mobile apps are so versatile and predominant that there is a good chance your prospective consumers are already using them. You may not even need to have an app developed specifically for your business. Below are six ideas to enhance customer experience with restaurant mobile apps.
November 03, 2014
Around the globe, customers – friend and foe alike – share their experiences using indelible digital characters all across the social channel. We are experiencing a customer-driven revolution where companies are no longer defined only by what they say about themselves. Rather, customer experiences are a major force defining the strongest brands, and the Achilles heel of firms that fail to deliver on customer expectations.
customer reviews
November 03, 2014
Every brand touch and impression you have on a client, audience, partner or potential customer matters. The goal should be to create compelling, delightful, memorable moments consistently, not just once in awhile or only when it’s easy to do such. In this episode of the Social Zoom Factor podcast I share a recent experience I had with Divani Apollon Palace and Thalasso and Intercontinental hotel on a recent trip to Athens, Greece.
November 03, 2014
Here's a case of great customer service gone awry. It seems really ironic that organizations can take a great customer experience and convert it to an awful one just by asking you about your customer experience.
October 29, 2014
Welcome to another Social Media Today webinar as part of the Best Thinker webinar series, this time on the topic of How Social Data Powers Customer Experience.
October 23, 2014
Welcome to another Social Media Today webinar as part of the Best Thinker webinar series, this time on the topic of What Does Customer Experience Mean for Your Social Business?