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Delivering Delightful Customer Experience: Big Data Analytics to the Rescue

Delivering Delightful Customer Experience: Big Data Analytics to the Rescue | Customer Experience Excellence Best Practices | Scoop.it
� By Suresh Akula, Director, VOZIQ � The fact that a great customer experience is a sustainable competitive advantage is undeniable. In a re...

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Experience Management: How to Deliver Integrated Customer Experiences

Experience Management: How to Deliver Integrated Customer Experiences | Customer Experience Excellence Best Practices | Scoop.it
New Report: Experience Management - How to Deliver Integrated #CustExp http://t.co/3KcKjL87FV @drnatalie #CX http://t.co/IJLRlyVpZ6

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Let's Get Social With Practical Tips That Makes An Impact

Let's Get Social With Practical Tips That Makes An Impact | Customer Experience Excellence Best Practices | Scoop.it
Day one of the Government Social Media Conference & Expo offered video techniques and steps governments can take to keep social media initiatives functional and affordable.
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Why Customer Service Matters In Government

Why Customer Service Matters In Government | Customer Experience Excellence Best Practices | Scoop.it
A government is put into power by the people and is supposed to serve and be the voice of its citizens. Thus, it comes as no surprise that as part of the 2015 federal budget, President Obama made it…
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The org chart of the 21st century Fortune 50

The org chart of the 21st century Fortune 50 | Customer Experience Excellence Best Practices | Scoop.it
The org chart of the 21st century Fortune 50 @HarvardBiz https://goo.gl/88b6u2 pic.twitter.com/zfhAjVaU6T

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biarritx's curator insight, June 28, 11:21 AM

No workers?

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Why Twitter is the Ideal Platform for Engagement | Convince and Convert

Why Twitter is the Ideal Platform for Engagement | Convince and Convert | Customer Experience Excellence Best Practices | Scoop.it

It is this bar-like atmosphere that makes Twitter the ultimate platform for customer engagement, and for the same reason why Twitter is the ideal social network for marketers:Twitter is the only social network where brands and consumers have an even playing field and unrestricted lines of clear, concise communication.

 

Engagement Goldmine

 

What else makes Twitter the best platform for engagement? Let’s start with audience diversity. Compared to, let’s say, Pinterest—an image-driven outlet that skews female—Twitter not only attracts a unique audience, but it makes your desired audience easy to pinpoint. Characteristics and interests are easy to discern not only through profiles, but through tweets, retweets, hashtags, etc. that the individual shares.

 

As we all know, in order to engage with someone, you have to be engaging—to be relevant—and Twitter helps us identify who we should engage with....


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Cheryl Engstrom's curator insight, June 22, 12:10 PM

Love the part about "clear, concise communication".  Good piece.

Mari López Fernández's curator insight, June 23, 8:05 AM

añada su visión ...

leaderplayed's comment, June 25, 12:26 AM
good
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How to Locate and Motivate Your Most Influential Employees

How to Locate and Motivate Your Most Influential Employees | Customer Experience Excellence Best Practices | Scoop.it

You would think it would be clear that any business’s most valuable workers aren’t some kind of uniform game pieces, human checkers that can be swayed, swapped, motivated and moved around the board at will. But this fact of life is apparently not obvious to millions of managers at every level in organizations of all sizes. They continue to believe that, in almost everything involving people, one size or one approach fits all.


Via Vicki Kossoff @ The Learning Factor, Catherine Ferrand
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Vicki Kossoff @ The Learning Factor's curator insight, June 9, 7:28 PM

If you can't find the people who have the most impact, you won't be effective in making critical organizational changes.

Roy Sheneman, PhD's curator insight, June 15, 6:23 AM

Find your best leaders and get them organized to meet the corporate goals, or go home as success will be tough.

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How to Define the Ultimate Customer Relationship of the Future

How to Define the Ultimate Customer Relationship of the Future | Customer Experience Excellence Best Practices | Scoop.it
This past May I took part in a two-day conference where we explored how digital experiences can help brands forge genuine connections with people. Our goal was to reset everyone’s thinking (incl…

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311 Upgrades Make It Cheaper to Connect With Citizens

311 Upgrades Make It Cheaper to Connect With Citizens | Customer Experience Excellence Best Practices | Scoop.it
Some cash-strapped cities shut down their 311 services during the recession. But they can actually save cities money.
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Rescooped by Rosetta Carrington Lue from Corporate Culture and OD
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Change Management: A Leadership Guide to Managing Change in the Workplace

Change Management: A Leadership Guide to Managing Change in the Workplace | Customer Experience Excellence Best Practices | Scoop.it
Today's successful leaders must be able to communicate organizational change to their employees. Dale Carnegie Training's Change Management Guide provides a process for managers to communicate organizational change effectively.

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Do you really need a digital playbook to be a digital company?

Do you really need a digital playbook to be a digital company? | Customer Experience Excellence Best Practices | Scoop.it
Do you really need a digital playbook to be a digital company? Jill Dyche discusses strategy's role in digital planning.

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26 Creative Ways to Publish Social Media Updates

26 Creative Ways to Publish Social Media Updates | Customer Experience Excellence Best Practices | Scoop.it
Are you struggling to find ideas for posts on Twitter, Facebook and Google+? This article helps you deliver a never-ending supply of social media updates.
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Customer Experience Needs Vision

Customer Experience Needs Vision | Customer Experience Excellence Best Practices | Scoop.it
The challenge for organizations is to provide a customer experience that matches expectations in every channel and keeps customers coming back.

Via Eric_Determined / Eric Silverstein, Catherine Ferrand
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Joe Cardilino's curator insight, June 4, 1:26 PM

Right, how many people on the team can deliver on the promise so elegantly painted by the media technologists with beautiful graphics, box stock and replicated with today's interfaces???  It's always about us though... 

 

#iknojo

Sue Walsh's curator insight, June 4, 7:48 PM

Love this simple diagram. It always amazes me that when an organisation becomes inward thinking and thinks it know best, product information is confusing and complex ... and does not meet customer needs/expectations/desires.

Romain MAZUIR's curator insight, June 10, 5:34 PM

CX mantra ? #H2MWP

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UI Patterns on Twitter

UI Patterns on Twitter | Customer Experience Excellence Best Practices | Scoop.it
Design Thinking explained. #UX #DesignThinking pic.twitter.com/D1H0z5h7q0

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State and Local Governments Must Plan for Success with Social Media

State and Local Governments Must Plan for Success with Social Media | Customer Experience Excellence Best Practices | Scoop.it
At a gathering for government social media, leaders shared their experiences and best practices.
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Let

Let | Customer Experience Excellence Best Practices | Scoop.it
Day one of the Government Social Media Conference & Expo offered video techniques and steps governments can take to keep social media initiatives functional and affordable.
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Rescooped by Rosetta Carrington Lue from CRM, Analytics, IoE, CX, CIM, IT-Business Innovation
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Why Customer Experience Management is the Future of Marketing

Why Customer Experience Management is the Future of Marketing | Customer Experience Excellence Best Practices | Scoop.it
Customer experience management is the key to winning new customers and retaining existing ones.

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Customer experience architecture

Digital customers are ahead of most businesses. This presentation will present opportunities for businesses to develop and evolve digital abilities. Using a cu…

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biarritx's curator insight, June 28, 11:35 AM

#Greece (#Grece), 5th July 2015

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The top trends shaping the face of cloud services by 2020 | ZDNet

The top trends shaping the face of cloud services by 2020 | ZDNet | Customer Experience Excellence Best Practices | Scoop.it

Via David Ednie
Rosetta Carrington Lue's insight:

"Less about technology and about business transformation."

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David Ednie's curator insight, June 23, 4:54 AM

The cloud will become less about technology and more about business transformation. (ie. ClouD) 

Rescooped by Rosetta Carrington Lue from Customer Service
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Chief Customer Officer | The New and Revised Chief Customer Officer Job Description

In CHIEF CUSTOMER OFFICER 2.0: How to Build Your Customer-Driven Growth Engine (Wiley) launching June 15th, I developed the new Chief Customer Officer job description, as well as my Five Customer Leadership Competencies to build customer-driven growth. I’

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Top connected cities -- GCN

Top connected cities -- GCN | Customer Experience Excellence Best Practices | Scoop.it
Salesforce's study of 15 major cities finds widespread desire for digital services, but limited awareness of those that already exist.
Rosetta Carrington Lue's insight:

City of Philadelphia was ranked as the 8th most connected City.

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Learning from the Best City 311 Systems - GovLoop

Learning from the Best City 311 Systems - GovLoop | Customer Experience Excellence Best Practices | Scoop.it
In 1996, the FCC, at the request of the White House, reserved 311 as a nationwide non-emergency number, and the federal government subsequently funded pilot programs to determine the feasibility of using this number to divert non-emergent calls away from 911. Baltimore was the first in the nation to establish a 311 system as part... Read more »
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Is customer experience management futile without an employee engagement strategy?

Is customer experience management futile without an employee engagement strategy? | Customer Experience Excellence Best Practices | Scoop.it
Evidence demonstrates why employee engagement must be at the heart of any CX transformation.

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Eric_Determined / Eric Silverstein's curator insight, June 10, 1:32 AM

Happy employees = Happy customers = Happy shareholders

 

Eric Feinberg, senior director for product strategy at ForeSee, “Employers used to be in charge. And then 10 years ago, with the advent of the internet, customers seized the power, realising that together you can effect change in a massive way. And I think presently we’re seeing that employees are getting the power. They are willing to band together and ask for change because they are expecting more of their employers.”

 

Bruce Temkin - In 2015, successful #customer #experience efforts will realise that the key ingredient to success is their employees."

 

Colin Shaw, founder of customer experience consultancy Beyond Philosophy, explains: “If you’re trying to create an experience you need to be aligning your #employees to it well. You need to find out what drives value for your employees just like you need to find out what drives value for your customers. You need to design your experience for your customers and what a surprise you need to design your employee experience as well.

 

What would you like to see implemented at your company to drive employee #engagement ?

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20 #CX Statistics Prove Why Customer Service Matters

20 #CX Statistics Prove Why Customer Service Matters | Customer Experience Excellence Best Practices | Scoop.it
The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools.

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Experience is the Brand

We are in the business of selling emotions not stuff. Stuff is cheap and easy to copy. Emotion, however is a priceless, individual, unique experience. In this …

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