Giving your customers (current and potential) the most flawless and seamless user experience is one of the hardest tasks that any business may face. It’s difficult for several reasons, two of which are: Firstly, you have to take yourself out of your own shoes and put yourself in the customer’s shoes: what is her pain [...]
Social Media Monitoring, Measurement and SocialCRM – A Business Perspective
This page contains all post tagged with 'Customer Service'
Ten Steps To Improving Your Customer Experience
Putting The Experience In Customer Experience
There’s been a lot of talk lately about Social CRM,CEM (customer relationship management) and other M’s. I think M, which stands for management, is a bit of a misnomer, because we aren’t really managing our customers as much as we are collaborating with them, peer-to-peer, shoulder-to-shoulder vs. the top-down and inside-out approach of yesteyear. Management [...]
Walk A Mile In His Shoes
This post was inspired by Phil Simon’s post yesterday on Mike 2.0, the open source standard for information management, as well as many other blogposts. Phil’s post talks the poor customer experience that is created when members of the organization (across departments or even in the same department) do not have access to the same [...]
Your Untapped Goldmine
Here’s one resource you are probably not using to its 100% capacity: your employees. And I don’t mean it in the run-em-into-the-ground-work-around-the-clock kind of way. What I mean is that you are probably not leveraging their knowledge, their passion and enthusiasm or their social capital well enough. How do I know that? Because very few [...]
The Customer Experience Exec
I recently had the opportunity to speak to a large health care company about customer listening, analytics and social media strategy. They asked that we come in to do a primer on the topic and then demonstrate how our products could help them with their strategy. When I entered the room there were a lot [...]
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