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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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Rescooped by Rosetta Carrington Lue from Corporate Culture and OD
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How HR can champion change

How HR can champion change | Customer Experience Excellence Best Practices | Scoop.it

One expert discusses the biggest challenges when implementing change into a workforce, and the best ways to encourage employees to adopt it.


Via Alexis Assimacopoulos
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Four Effective Ways To Handle Social Media Complaints--And One That's A Massive Failure

Four Effective Ways To Handle Social Media Complaints--And One That's A Massive Failure | Customer Experience Excellence Best Practices | Scoop.it
A Florida apartment complex (The Windermere Cay) recently started forcing potential tenants to sign a "social media addendum" to their lease applications, requiring them to agree to pay $10,000 for any bad review about the complex that they, as tenants, might be tempted to place online.  (You can read the actual addendum in its entirety here.) Hmmm.  While I do [...]
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Rescooped by Rosetta Carrington Lue from Public Relations & Social Media Insight
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How to Calculate Social Media ROI: A Delightfully Short Guide

How to Calculate Social Media ROI: A Delightfully Short Guide | Customer Experience Excellence Best Practices | Scoop.it

Social media ROI is what you get back from all the time, effort, and resources you commit to social. And it’s best calculated with dollar amounts.

Of course, there are no dollar signs dangling from retweets or likes. Twitter, Facebook, and others are no-cost marketing channels to join, potentially a zero-dollar investment (which makes any return exponentially fantastic, right!).

So in order to track ROI, the key elements would be:
-  Identifying your monetary investment in social media
-  Attaching a dollar amount to your social media goals...


Via Jeff Domansky
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Marco Favero's curator insight, March 27, 5:14 AM

aggiungi la tua intuizione ...

Marco Favero's curator insight, March 27, 6:06 AM

aggiungi la tua intuizione ...

Khushi Parmar's comment, March 27, 7:43 AM
http://www.vishwagujarat.com/entertaintment/video-mr-x-title-song-emraan-hashmi-mr-x-2015/
Rescooped by Rosetta Carrington Lue from Designing design thinking driven operations
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Bringing Design Innovation to the Public Sector

Bringing Design Innovation to the Public Sector | Customer Experience Excellence Best Practices | Scoop.it
Public services need to be simpler to use, better at meeting people’s needs and at the same time they need to do this more efficiently than ever before.

It is with this in mind that we run our Greenhouse training programme at PDR in Cardiff. The Greenhouse has been created in order to up-skill designers and policy makers in the delivery and management of service design projects in the public sector.

Designers and civil servants from Northern Ireland came over to PDR in February to take part in this intensive, three-day course to learn how to run design-led innovation projects.

Innovating the public services

Cuts in public services have forced service providers to think differently about how they deliver their services. Design-led service innovation is a creative and user-centred approach to solving the problems that organisations face when trying to develop new services.

There is an obvious need for innovation across the public services. The public sector faces a number of complex challenges such as an ageing population, high unemployment and higher expectations from citizens.

If services operating within the public sector are able to use design processes to engage their users in the innovation process it can often deliver higher quality services at a much lower cost.

Re-designing care services

Over the three days participants received training in service design tools and techniques and also got the chance to work on a live project set by a public authority.

The brief for the live project was set by Rondel House in the Vale of Glamorgan. Rondel House is a day centre that caters for older people, many of which have dementia.

Across Cardiff and the Vale of Glamorgan, the numbers of people with dementia are predicted to increase by 53% over the next 15 years, so designing better services for people with dementia is a pressing issue that has the opportunity to create real positive change for NHS staff, people with dementia and their carers.

The group visited Rondel House and had the chance to think about how they could improve the environment, use of resources, connections to the wider community and activities that were currently being provided.


Public sector organisations can often struggle to come up with ideas as they often focus on what won’t work rather than what could. By using service design tools and processes our group was able to come up with lots of ideas within an extremely short space of time.

These ideas were then pitched to council staff. The reaction from staff to the pitches was really positive and it was great to see such a wide variety of ideas and prototypes put forward.


“The group quickly grasped the challenges to design an inclusive day service fit for the 21st century. They put forward a number of creative ideas to provide an improved and welcoming environment, staff involvement and ownership, and stimulating activities, to engage and motivate both service users, family carers and staff."

ANNE LINTERN
RESOURCE CENTRE MANAGER

By providing participants with a practical introduction to service design it hopefully equipped them with a wide variety of skills and practical tools so that they are able to run design-led innovation projects back in Northern Ireland.

It’s clear from how engaged everyone was with the course that by providing designers and civil servants with the skills, tools and techniques used in service design that we can look to improve the way public services are currently being delivered. We can strive for more effective, responsive public services that most importantly help improve people’s lives.

Find out more about the Greenhouse training workshops we provide at PDR.

Via Fred Zimny
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ROI Model in Government - Does It Really Exists? Maybe...

ROI Model in Government - Does It Really Exists? Maybe... | Customer Experience Excellence Best Practices | Scoop.it
The question of how government can track the success of profitless projects comes into question on a regular basis. It is easy to follow a dollar. Money leaves tracks, but how does local government leverage private practice metrics to better inform future projects and practices?Non-profits use a different measure of value to reflect a more impact-centric formula to measuring ROI. Monetizable outcome and value have taken command of the popular imagination, yet motivation, beliefs, and ethical practice are equally important, and have defined value in the public sector. Regardless, the bottom li
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If You Think Your Customer Service is Great, You’re Probably Wrong

If You Think Your Customer Service is Great, You’re Probably Wrong | Customer Experience Excellence Best Practices | Scoop.it
In the history of customer service, 2007 will go down as a turning point. That year marked the release of the first iPhone, and when Twitter and Facebook began
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Rescooped by Rosetta Carrington Lue from Public Relations & Social Media Insight
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5 Brands That Are Using The Internet of Things in Awesome Ways

5 Brands That Are Using The Internet of Things in Awesome Ways | Customer Experience Excellence Best Practices | Scoop.it
Some major companies are already exploring the new frontier of the Internet of Things. Here are the five brands doing it best.

Via Jeff Domansky
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Jeff Domansky's curator insight, March 17, 2:03 AM

Five major companies exploring the new frontier of the Internet of Things and useful case studies.

Nedko Aldev's curator insight, March 18, 2:59 AM

 

100
Stephanie Patenaude's curator insight, March 18, 2:06 PM

This is a very interesting article that demonstrate the various uses of the “Internet of Things” from a retailer’s perspective.

Rescooped by Rosetta Carrington Lue from Integrated Brand Communications
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Why do people unfollow brands on Social Media? [Infographic] - Smart Insights Digital Marketing Advice

Why do people unfollow brands on Social Media? [Infographic] - Smart Insights Digital Marketing Advice | Customer Experience Excellence Best Practices | Scoop.it
Do you know why you are disengaging your social media fans? Social media channels give Marketers the opportunities for reach, to build a community and qual. Marketing topic(s):Social media analytics. Advice by Susanne Colwyn.

Via Russ Merz, Ph.D.
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Patrick Findlay's curator insight, March 18, 10:21 AM

Basic rule => Stop being boring and start engaging with your audiences!

Nomad Communications's curator insight, March 19, 9:02 AM

Social Media: Is more better? When to post? What to Post? How much is too much? Where's the ROI? Are you suffering from information overload?

Digital Strategies's curator insight, March 19, 6:16 PM

http://digitalstrategies.co.uk

Rescooped by Rosetta Carrington Lue from CRM, Analytics, IoE, CX, CIM, IT-Business Innovation
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Part 2: Cloud and the Customer Experience – The New Digital Era

Part 2: Cloud and the Customer Experience – The New Digital Era | Customer Experience Excellence Best Practices | Scoop.it
89% of companies surveyed by Gartner believe that customer experience will be their primary basis for competition by 2016

Via Alama
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The 30 Most Brilliant Social Media Campaigns of the Last Half of 2014

The 30 Most Brilliant Social Media Campaigns of the Last Half of 2014 | Customer Experience Excellence Best Practices | Scoop.it
Eight months ago, I shared 30 of the best social media campaigns of early 2014. I chose these examples because they were creative, inspiring, or otherwise notable. The sun has set on 2014, so it's now time to pick 30 of the best social media campaigns for the rest of...
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Find Your Voice: My “Day in the Life”

Find Your Voice: My “Day in the Life” | Customer Experience Excellence Best Practices | Scoop.it
Dr. Stephen Covey, in his prequel to the “7 Habits of Highly Effective People,” “The 8th Habit: From Effectiveness to Greatness,” outlines the four steps to finding your voice: 1.What are you good ...
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Social media is not the future of public relations - storytelling is.

Social media is not the future of public relations - storytelling is. | Customer Experience Excellence Best Practices | Scoop.it
Quite a few articles and blogs have recently veered very close to suggesting that the decline of traditional media means they are no longer relevant to the business of public relations.The most evangelical pundits have boldly declared that “social media is the future of public relations.”They argue that because of technology everybody is now an online publisher, so every one of us has the power to have an impact on the reputation of a brand. In this view the traditional media have been relegated to a minor link in the chain of communication with the public.They go on to say that p
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Rescooped by Rosetta Carrington Lue from Designing design thinking driven operations
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Service Innovation Handbook (Kimbell, 2015)

Service Innovation Handbook (Kimbell, 2015) | Customer Experience Excellence Best Practices | Scoop.it
Lucy Kimbell's Service Innovation Handbook offers different value than most popular texts on service design. Like classics in the field like This is Service Design Thinking or E...

Via Fred Zimny
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Rescooped by Rosetta Carrington Lue from Designing design thinking driven operations
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Stop Distinguishing Between Execution and Strategy

Stop Distinguishing Between Execution and Strategy | Customer Experience Excellence Best Practices | Scoop.it
There’s no such thing as mindless doing.

Via Fred Zimny
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Oana Juncu's curator insight, Today, 1:50 AM

Execution is the only proven strategy 

Rescooped by Rosetta Carrington Lue from CRM, Analytics, IoE, CX, CIM, IT-Business Innovation
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Customer-Centricity In Six Steps

Customer-Centricity In Six Steps | Customer Experience Excellence Best Practices | Scoop.it
I'm going to show you how to build a customer-centric company culture in just six steps. I'm being serious as a heart attack here. Although (as a company culture and customer service consultant) there is a lot of detail and personalization involved in the work I do to help each client build a customer-centric culture, [...]

Via Alama
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Rescooped by Rosetta Carrington Lue from Mobile Customer Experience Management
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Infographic: Mobile Marketing is Taking Over Digital Marketing | Mobile Marketing Watch

Infographic: Mobile Marketing is Taking Over Digital Marketing | Mobile Marketing Watch | Customer Experience Excellence Best Practices | Scoop.it

Just how hot is mobile marketing? Let’s put it this way. We can’t get close enough to tell without getting seriously burned.

According to a recent report from3Sixty Interactive, mobile marketing may already be blazing hot, but it’s only getting hotter.

“Mobile marketing used to be a new concept with digital marketing. Now, it’s the focal point of many digital marketing campaigns,” the firm says.

To see how mobile marketing has grown and evolved over the years, check out the fascinating infographic


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, March 29, 11:06 AM

Is your brand keeping up with the growth in #mobilemarketing? Here are some #stats that may surprise you.

Rescooped by Rosetta Carrington Lue from Designing design thinking driven operations
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The Art of Performance Management

The Art of Performance Management | Customer Experience Excellence Best Practices | Scoop.it
Before investing in new performance management systems, leaders need to identify the metrics that really matter and design processes for translating data into effective decision making.

Via Fred Zimny
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Rescooped by Rosetta Carrington Lue from New Customer - Passenger Experience
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The CMOs Role in Delivering Omnichannel Customer Experiences

The CMOs Role in Delivering Omnichannel Customer Experiences | Customer Experience Excellence Best Practices | Scoop.it
Omnichannel is all about shifting from channel-centric to customer-centric – much more customer-centric than you are today.

Via Eric_Determined / Eric Silverstein
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Michelle Batt's curator insight, March 17, 11:40 AM

Totally agree. #CX is NOT a project - it's about transformation. Driving the entire organization to know customers well and collaborating across business units to deliver the experience through desired channels. It won't work if everyone stays in their "own silo." Also love the Hyatt quote at the end!

Darcy Bevelacqua's curator insight, March 17, 12:16 PM

the most important part of the business transformation is educating customer facing employees and enabling them to do a superior job by consolidating the information they need in one place. Your organization needs to know their customer's better than the competition and serve them utilizing that knowledge. 


Guislain d'Hauteville's curator insight, March 18, 10:55 AM

According to a recent report, Gartner’s Executive Summary for Leadership Accountability and Credibility within the C-Suite, a high percentage of CEOs expect CMOs to lead the integrated cross-functional customer experience....

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100 Must-Know Social Media Acronyms

100 Must-Know Social Media Acronyms | Customer Experience Excellence Best Practices | Scoop.it
Navigating your way through social media isn’t easy. The web has a complex dictionary full of its own acronyms, figures of speech, and memes. Merriam-Webst
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Rescooped by Rosetta Carrington Lue from Public Relations & Social Media Insight
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The Ideal Length of a Blog Post, Facebook Update and Email Subject Line

The Ideal Length of a Blog Post, Facebook Update and Email Subject Line | Customer Experience Excellence Best Practices | Scoop.it
You’re asking all the right questions…

How long should an email subject line be?How long should your blog post be?How long should your [Insert digital content here] be?

Buffer surveyed, tested, and measured to find the ideal length of everything online (including your email subject lines), and then they put it into a nifty infographic for you.


So I asked heavy hitters in different fields to weigh in on Buffer’s results… and then some. These experts are expanding on the ideal length of social content with their own tips and strategies for maximizing the space you have....


Via Jeff Domansky
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Amber Childress's curator insight, March 19, 1:08 PM

Useful and trustworthy guidance for your online marketing content.

Jeff Domansky's curator insight, March 20, 1:38 PM

Make sure to see the expert comments for added insight! Recommended reading.  9/10

Debra Walker's curator insight, March 20, 6:47 PM

Great to have access to information like this.

Rescooped by Rosetta Carrington Lue from Customer Relationship Management
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5 must read reasons why CRM enables better customer service

5 must read reasons why CRM enables better customer service | Customer Experience Excellence Best Practices | Scoop.it
5 must read reasons why CRM enables better customer service http://t.co/fuZRa3VhHS via @sagecrm

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Rescooped by Rosetta Carrington Lue from Customer Service Best Practices
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3 Reasons Customer Experience Management Fails | Business2Community

3 Reasons Customer Experience Management Fails | Business2Community | Customer Experience Excellence Best Practices | Scoop.it
If you have nothing better to do sometime, pour a nice glass of wine and curl up with Arizona State’s Rage Study. The most recent edition is from 2013 and it tells us that almost $76-billion in rev…

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Michelle Batt's curator insight, March 18, 2:08 PM

This rage study is interesting, especially the shared chart. Some of these line items show that it's not just about process and technology. Sometimes, companies just don't do the simple things, like say "I'm sorry for your x trouble" or "Thank you" or… I am in the midst of an experience now with a large insurance company. The process has been horrible, passed around between claims folks, confusing messages, nothing is consistent, and it has made me feel the emotion of "rage" that as I explain what has happened along the way, nobody has even shown empathy and said a simple "I'm sorry." If we take a look at this list and take some kind of action, I bet we could see an impact!   

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Small Business Spotlight: 8 Steps to Tackling Customer Service in the Digital Age

Small Business Spotlight: 8 Steps to Tackling Customer Service in the Digital Age | Customer Experience Excellence Best Practices | Scoop.it
Regardless of your industry or how much experience you have, customer service will always be challenging – not impossible, but challenging. This is because you can’t possibly please everyone. In the digital age, customer service is exponentially more challenging than it’s ever been. However, by learning to utilize technology –...
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