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Rescooped by Rosetta Carrington Lue from Social Media (network, technology, blog, community, virtual reality, etc...)
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'Internet of Things' is Future of Information Management, Smart Cities ...

'Internet of Things' is Future of Information Management, Smart Cities ... | Customer Experience Excellence Best Practices | Scoop.it
TechWeekEurope UK
SAP: 'Internet of Things' is Future of Information Management, Smart Cities ...

Via Richard Kastelein , Dennis T OConnor, juandoming, John van den Brink, roberto toppi
Rosetta Carrington Lue's insight:

Amazing infographic on the future of internet connectivity.  This reminds me of the 1990 Arnold Schwarzenegger movie "Total Recall"!

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Linda Buckmaster's curator insight, May 4, 2013 9:18 PM

Wow ... dot.com

Nedko Aldev's curator insight, May 7, 2013 4:03 AM

add your insight...

 
Martin (Marty) Smith's curator insight, May 8, 2013 7:24 PM

Internet of things will be COOL. 

Customer Experience Excellence Best Practices
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Companies Need to Compete for Relevance to Survive Digital Darwinism

Companies Need to Compete for Relevance to Survive Digital Darwinism | Customer Experience Excellence Best Practices | Scoop.it
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15 Government Customer Service Trends for 2015

15 Government Customer Service Trends for 2015 | Customer Experience Excellence Best Practices | Scoop.it
Predictions for how the U.S. government will improve customer service in 2015
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What is Customer Experience? [Infographic]

What is Customer Experience? [Infographic] | Customer Experience Excellence Best Practices | Scoop.it
Simply put, customer experience is how your customers perceive their interaction with your organization.
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The 5-Star Approach To Turning A Customer Experience Around

The 5-Star Approach To Turning A Customer Experience Around | Customer Experience Excellence Best Practices | Scoop.it
“People only complain about what they care about,” according to Connection Coach Jonathan Sprinkles. To that end, here's Sprinkles’ five star strategy for turning an unhappy customer experience around,
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8 Ways To Make Your Customers Look Awesome On Social Media

8 Ways To Make Your Customers Look Awesome On Social Media | Customer Experience Excellence Best Practices | Scoop.it
How do you feel about your customers? Go ahead and be honest. Are they a “necessary evil” or you “like them as long as they don’t complain” or maybe you truly believe “they’re the reaso…
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An integrated IVR-CRM system - extremely important element

An integrated IVR-CRM system - extremely important element | Customer Experience Excellence Best Practices | Scoop.it
Every contact center has a common objective today and that is to become a profit center. The journey of transformation from a cost center to a profit center depends heavily on the keenness of contact centers to invest in cutting-edge technologies and innovative tools and processes. Today contact centers need to focus more on enhancing their efficiency and capability to accurately and timely anticipate and respond to customers’ needs, while curtailing the cost of customer service. Realizing an integrated IVR-CRM system will be a crucial step for contact centers in this direction. A fully
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4 Causes of Remarkable Customer Service

4 Causes of Remarkable Customer Service | Customer Experience Excellence Best Practices | Scoop.it
As we’re preparing for our annual Focus Group, it got us thinking about customer service.The focus of our event is to continue providing and improving – not only our software solutions – but the overall service delivered to each of our customers.What better topic to discuss than one about delivering exceptional service to your clients then, right? As a stadium manager, how does your service measure up?Are you proactively (and regularly) handling guest requests, complaints, and exceeding their expectations throughout the process? Are you still waiting for the complaint calls
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Transforming the Citizen Experience with Smart Government Programs and One Stop Shop Initiatives | CustomerThink

Transforming the Citizen Experience with Smart Government Programs and One Stop Shop Initiatives | CustomerThink | Customer Experience Excellence Best Practices | Scoop.it
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Integrate Social Media to Transform the Call Center Experience

Integrate Social Media to Transform the Call Center Experience | Customer Experience Excellence Best Practices | Scoop.it
Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. But how is this different from w
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Five Ways to Improve Employee Engagement Now

Five Ways to Improve Employee Engagement Now | Customer Experience Excellence Best Practices | Scoop.it
Only 13% of employees worldwide are engaged at work. Managers everywhere can help solve this problem with the right strategies -- and reap the benefits of higher employee engagement.
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Rescooped by Rosetta Carrington Lue from New Customer & Employee Management
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Social Media Customer Service 101 [INFOGRAPHIC]

Social Media Customer Service 101 [INFOGRAPHIC] | Customer Experience Excellence Best Practices | Scoop.it

Did you know that studies have shown that 59 percent of questions and complaints made to brands on Twitter go unanswered?

 

When you learn that 72 percent of Twitter users expect a response, and 42 percent expect a response within the hour, that presents something of a disconnect.

 

Indeed, only 36 percent of customers report having their problems effectively solved via social media, with less than one in three firms utilising a dedicated customer service team to manage these channels.

Check the visual below for a wealth of insights into using social media for customer service, which comes courtesy of West Interactive.


Via Bonnie Burns, Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, February 22, 2:04 PM

How is your responsiveness to customers on social media impacting your business? Here are some #digital #customer service failures and fixes that might help. 

James Schreier's curator insight, February 23, 7:59 AM

Very Interesting!

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Process Trumps Innovation in Business Analytics

Process Trumps Innovation in Business Analytics | Customer Experience Excellence Best Practices | Scoop.it
The idea of not focusing on innovation is heretical in today’s business culture and media. Yet a recent article in The New Yorker suggests that today’s society and organizations focus too much on i...
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Why Companies Must Invest In Experience Management

Why Companies Must Invest In Experience Management | Customer Experience Excellence Best Practices | Scoop.it
What's more important for the company's long-term survival: profits or relationship capital? Experience management can help you build both.
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10 Twitter Tactics to Increase Your Engagement |

10 Twitter Tactics to Increase Your Engagement | | Customer Experience Excellence Best Practices | Scoop.it
Do your tweets get noticed? This article shows 10 Twitter tactics that lead to better engagement.
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Customer Service for Government: Why Not the Best?

Customer Service for Government: Why Not the Best? | Customer Experience Excellence Best Practices | Scoop.it
by Mark Tobin, Program Director, Xerox When it comes to customer service, government agencies should be considered right alongside companies like Amazon, Ritz-Carlton and Zappos who are […]
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Twitter overtakes email for fast, accurate customer service, says study | .rising - The Taylor Reach Group - Call Center Consultants

Twitter overtakes email for fast, accurate customer service, says study | .rising - The Taylor Reach Group - Call Center Consultants | Customer Experience Excellence Best Practices | Scoop.it
Twitter is coming of age as a customer service channel with more questions answered accurately through social media than email for the first time, yet companies are failing to successfully respond to 59% of tweets, according to a new study. [...]
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Rescooped by Rosetta Carrington Lue from customer loyalty
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10 Useful Customer Experience Statistics For Your 2015 Strategy

10 Useful Customer Experience Statistics For Your 2015 Strategy | Customer Experience Excellence Best Practices | Scoop.it
10 useful customer experience statistics to plan an efficient business strategy for the Age of the Customer.

Via the first club
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2015 Gov trends for digital engagement reflect rising citizen expectations

2015 Gov trends for digital engagement reflect rising citizen expectations | Customer Experience Excellence Best Practices | Scoop.it
There’s no doubt that customer expectations for government are changing. The shift toward offering more services online, enhancing digital resources, and offering more efficient ways for audiences ...
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Dr. DJ Patil is Nation’s First Government Chief Data Scientist | GovTransformer

Dr. DJ Patil is Nation’s First Government Chief Data Scientist | GovTransformer | Customer Experience Excellence Best Practices | Scoop.it
In a clear sign that big data is becoming mainstream, the White House recently announced the appointment of the nation’s first data scientist.
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20 Shocking Customer Service Facts and Stats (Infographic)

20 Shocking Customer Service Facts and Stats (Infographic) | Customer Experience Excellence Best Practices | Scoop.it
We’re in an incredibly fast paced and ever changing world where consumer choices are rapidly expanding and customer expectations are constantly increasing. Surprisingly though, how many business owners still need to be convinced that improving customer service and customer experience is essential and can lead to increased customer retention, brand loyalty and more revenue.On the other side, just a single poor customer experience can easily break customer relationship and have a negative impact on brand reputation and the bottom line, as the voice of the customer has never been louder. T
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Mapping The Data Driven Customer Experience Journey

Mapping The Data Driven Customer Experience Journey | Customer Experience Excellence Best Practices | Scoop.it
Investing in a comprehensive customer experience program enables organizations to effectively connect with their customers, enhancing service delivery and
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Rescooped by Rosetta Carrington Lue from Designing design thinking driven operations
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CIOs are Getting SMACT: #Social, #Mobile, #Analytics, #Cloud, #IoT

CIOs are Getting SMACT: #Social, #Mobile, #Analytics, #Cloud, #IoT | Customer Experience Excellence Best Practices | Scoop.it
New infographic explains why CIOs are getting “SMACT” due to the adoption of Social, Mobile, Analytics and Big Data, Cloud Computing and the Internet of Things.

Via Fred Zimny
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malek's curator insight, February 25, 2:28 PM

SMACT is the new buzzword in business

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Cost of poor service - the economic truths

Cost of poor service - the economic truths | Customer Experience Excellence Best Practices | Scoop.it
The success of a business, a government department or a public sector body, is either measured in financial terms, or limited by financial budget constraints. But a disconnect often occurs with investment decisions because although customer satisfaction, loyalty and advocacy is key to any organisation's success, it is seldom expressed in financial terms.
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V2MOM: How SalesForce.com Went From Idea to Billion-Dollar SAAS Company

V2MOM: How SalesForce.com Went From Idea to Billion-Dollar SAAS Company | Customer Experience Excellence Best Practices | Scoop.it
One area that we spend a lot of time thinking about (and working to improve) is our ability to communicate our company's direction in a way that aligns everyone. We use the word "alignment" a lot a...
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What Is Government Customer Experience?

What Is Government Customer Experience? | Customer Experience Excellence Best Practices | Scoop.it
Great public sector customer experiences involve many elements. Such investments can help support engaged citizens as they improve their communities.
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