By Vanessa DiMauro, Published November 6, 2014 “The pen is mightier than the sword,” wrote Edward George Bulwer-Lytton in 1839. Little did he know what was to come with the advent of social media? Around the globe, customers – friend and foe alike – share their experiences using indelible digital characters all across the social … Continue reading The Social Consumer Study And What It Means To Customer Service Professionals
By Mike Saunders, November 05, 2014 The consumer has always been right, but now they are so informed by their peers that they are savvier than ever when it comes to choosing between products, services, and brands. A few years ago, ‘social’ meant Facebook pages and Twitter profiles; today, it’s about involving … Continue reading Beyond ‘the customer is always right’: understanding the social shopper
By Brent Pohlman, Published November 4, 2014 This particular phrase will be the focus for my marketing initiatives as we get closer to 2015. If different marketing channels are going to come together for the company I work for, I really need to keep this idea at the core of my strategy. People are finding … Continue reading Building a Customer Experience
By Kaitlin Stich, Published November 4, 2014 The role of content marketing in B2B organizations is growing in exciting and specialized ways. It’s not uncommon these days to come across titles like content localizer, technical communicator or communication taxonomist. It’s given the content community lots to talk about. Last week, content enthusiasts gathered at Information Development … Continue reading Deliver A Meaningful Customer Experience With Content
By Phillip Smith, Published November 3, 2014 Customer criticism is part and parcel of the digital age; even the most experienced and successful retailers can now easily fall by the way-side if they’re not alert. With extended outlets for consumers to make contact it’s likely that if phones aren’t answered and emails are ignored social … Continue reading Customer Criticism: How to Respond to Your Customers When Negative Feedback Strikes
By Harry Rollason, Published November 1, 2014 Trust me, as anyone who works in content marketing will testify, when you spend a lot of time writing a piece the last thing you want to do is revisit it. However, last night that is exactly what I decided to do. Here are my five top takeaways from … Continue reading Top Five Takeaways From The Definitive Guide To Social Customer Service
How do you engage with a customer after the purchase? Columnist Tim Ash observes that few marketers optimize for retention and repeat purchase — and this represents a major missed opportunity. Tim Ash on October 31, 2014 The customer journey does not end when your visitor completes your desired action – and neither should your conversion … Continue reading Post-Conversion CRO: Optimizing For Customer Retention
By Olivia Cole, Published November 1, 2014 This time of year, being scared is generally a good thing. Haunted houses, scary movies, ghost tours: a good fright is what everyone is after…unless you’re running a business. The last thing you want to do is scare your customers, no matter what time of the year it … Continue reading Boo! Stop Scaring Your Customers Away With Bad Customer Service
By Keith Stoneman, Published October 29, 2014 Football season is starting (the American variety at least) and many of us in the United States are turning our thoughts to our favorite teams. Regardless of the sport, think of your favorite team. It’s the beginning of the season, and the leading players are being interviewed about … Continue reading Do You Really Need Customer Service Coaching?
By Michel Falcon, Published October 15, 2014 It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. I also realized that companies who continuously … Continue reading My 3 Crucial Lessons from These Customer Experience Entrepreneurs
