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How Social Media Is Impacting Customer Service

How Social Media Is Impacting Customer Service | Customer Service Innovation | Scoop.it
While it's wise to use social media for customer service, research shows that you shouldn't give up on more traditional support methods just yet.
Alessio Manca's insight:

Infograhic inside:

How customers connect

Forum frenzy

Stringer social

Mobile advantage

[source Avaya]

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Customer Service is often a weakening point of several companies, but it can turn out to be straightining, a key factor for customers to select suppliers. What are customers demanding and how? Is Customer Service evolving according to new technologies?
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Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms

Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms | Customer Service Innovation | Scoop.it

What Is The Context For This Conversation?

I am following the lead taken by Dawna MacLean in her recent post on encouraging businesses to become more human. It occurs to me she is a brave lady worthy of admiration and respect. I dedicate this post to her, in service of the stand she is taking and the possibility that she is living from and into.

There are many actions that I regret. Few bring me shame. One in particular is etched within me despite it occurring ‘a lifetime ago’. I reckon I was 14 at the time, walking, alone, on my way into the town centre. I am stopped by an old lady, she has a walking stick, she tells me she is lost, she asks for directions. I draw closer to hear-understand what she is saying. She smells! I tell her that she need to turn around. I tell her she is only ten minutes walk from her destination. And I spell out the directions – twice.

A voice speaks to me along the following lines: “Take her hand, walk her there, it is even on your way somewhat. Without your help she will struggle.” Another voice speaks: “She smells awful! You are in a hurry and it will take ages to take her there. You have given her what she asked for. She’ll be fine.” I listen to the second voice, leave her to make her own way, and I walk into town. I cleaned up a lot of history whilst participating in Landmark Education. And that is one that I never got to clean up. If that old lady were here today, I’d ask for her forgiveness.

Why am I sharing this with you? So that you have the context from which to make sense of what I speak-write. I write is not to help you make it: sell more, be more successful, obtain higher status, live happily ever after. I write to open eyes, unblock ears, touch hearts. I write to encourage-facilitate a shift of worldview. I write from the possibility of meaningful-fulfilling human lives and the possibility of a ‘world that works for all, none excluded’. Arguably a world that works must include meaningful-fulfilling human lives. And such a world has plenty of space for businesses that do great by doing good: enriching human lives, and life as a whole.

 


Via Russ Merz, Ph.D., Rosetta Carrington Lue
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Russ Merz, Ph.D.'s curator insight, April 16, 7:25 AM

This article outlines a paradigm shift that may be occurring in customer experience practice. What do you think?

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Retailers to invest more in technology throughout 2014

Retailers to invest more in technology throughout 2014 | Customer Service Innovation | Scoop.it
Retailers to invest more in technology throughout 2014
ComputerWeekly.com
Meanwhile, over half of retailers will invest in their eCommerce platforms to keep them up to date and able to cope with the rising demand for online shopping.

Via CEE
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Colin Taylor TRG's curator insight, April 9, 5:11 AM

Website and #mobile top the spending list for #retailers - Over 72%  plan to invest in #custserv

Colin Taylor TRG's curator insight, April 9, 5:12 AM

almost 3/4 of retailers planning to increase spending in #custserv and #callcenter

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Digital Business: The Bolt-On Strategy Doesn't Work - InformationWeek

Digital Business: The Bolt-On Strategy Doesn't Work - InformationWeek | Customer Service Innovation | Scoop.it
Digital Business: The Bolt-On Strategy Doesn't Work
InformationWeek
Typically, such strategies involve small departmental initiatives in marketing, e-business, or technology management, bolting digital apps, websites, or marketing on to the business.

Via Raj Nadar, Brian Yanish - MarketingHits.com, malek
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Social Business Trends 2014 [INFOGRAPHIC]

Social Business Trends 2014 [INFOGRAPHIC] | Customer Service Innovation | Scoop.it
Imgur is home to the web's most popular image content, curated in real time by a dedicated community through commenting, voting and sharing.

Via Salah ALhaj Ahmed, Luciana Viter, Martin (Marty) Smith, Ivo Nový
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Martin (Marty) Smith's curator insight, March 31, 9:58 PM

File this infographic under "stats to help sell social to the c level" and good luck.

Tomas Trejbal's curator insight, March 31, 11:36 PM

Social Business Trends 2014...

StrutturaFine | pl's curator insight, April 4, 9:33 AM

Numeri, tendenze, stats | il #Mobile su tutto

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25 Tools To Boost Your Content Strategy [Infographic] - Business 2 Community

25 Tools To Boost Your Content Strategy [Infographic] - Business 2 Community | Customer Service Innovation | Scoop.it
25 Tools To Boost Your Content Strategy [Infographic] Business 2 Community In the infographic titled “25 Outstanding Content Marketing Tools For Your Brand” by the Social Media Strategies Summit, we can view numerous tools that enhance content...

Via John van den Brink, malek
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luc Vandendriessche's curator insight, April 1, 11:49 PM

Tools to Help with content curation (Storify, Curata, List.ly,…), to help produce content (Knowledge Vision, Visual.ly,…), to locate writers (Contently, …), to help promote content…

 

http://www.business2community.com/content-marketing/interesting-infographics-25-tools-boost-content-strategy-0827185#QH75BGkXrSIVlFfY.99

Mertens Marketing's curator insight, April 2, 12:41 AM

Ein schöner Überblick über einige, ausgewählte Tools, mit denen sich Content kreieren, verbreiten und analysieren lässt. Es gibt natürlich noch viel mehr, denn witzigerweise fehlt z.B. dieses hier: Scoop.it.

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How to Become a Successful Social Media Manager [Infographic]

How to Become a Successful Social Media Manager [Infographic] | Customer Service Innovation | Scoop.it
Do you want to become a successful social media consultant or manager?  Follow these steps!  Also make sure you sign up for the rest of the amazing content we have available in the free part of our Social Media Manager School.  The full course opens April 1st!      

Via Bonnie Manis, Ivo Nový
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Performance and Quality - Core To Ongoing Customer Service Innovation

Performance and Quality - Core To Ongoing Customer Service Innovation | Customer Service Innovation | Scoop.it
The P&Q challenge is a global first. It remains a unique experiment in sustained collaboration for the customer service industry. Unlike conferences or training programmes which are typically r...
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Haydn Thomas - PMP, MPC's curator insight, March 26, 4:34 PM

Would this framework apply to any of your services or products? If yes, why not become a certified Innovation Leader.

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Infographic: The Key Trends Facing Customer Service Organizations

Infographic: The Key Trends Facing Customer Service Organizations | Customer Service Innovation | Scoop.it
Learn the top customer service trends that your business should pay attention to in order to deliver world-class customer service.
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‘Innovation accelerators’ drive business transformation through technology

‘Innovation accelerators’ drive business transformation through technology | Customer Service Innovation | Scoop.it

“C-level leadership plays a significant role in driving technology-driven business innovation”

Leading organisations practice IT-enabled business innovation as a core strategy, finds Red Hat Survey

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How Brands Should Show Off Their Authentic Voice on Social Media

How Brands Should Show Off Their Authentic Voice on Social Media | Customer Service Innovation | Scoop.it

Do you find it difficult to set your tone on social media? Are you struggling to discover creative ways to authentically connect with your customers?


Via Jesús Hernández
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Infographic: only 28% of brands are able to measure the ROI of content marketing

Infographic: only 28% of brands are able to measure the ROI of content marketing | Customer Service Innovation | Scoop.it
Almost two-thirds (63 per cent) of brands now have a dedicated content marketing budget, research from Bite has found, with 43 per cent...

Via John van den Brink
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IBM study confirms customer experience is #1

IBM study confirms customer experience is #1 | Customer Service Innovation | Scoop.it
CIO Insights from Global C-Suite Study (IBM study confirms #customer experience is #1 (by edvaldez8888) http://t.co/WkT2hgqExZ http://t.co/zm6P7ALFd6)...

Via Fred Zimny, Lee Sitch
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Monica Norton's curator insight, March 17, 1:38 PM

Great to see CIOs focusing on improving customer experience...

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The Rise of the Marketing Technologist – Part 1 - Business 2 Community

The Rise of the Marketing Technologist – Part 1 - Business 2 Community | Customer Service Innovation | Scoop.it

Things really started to get serious when Laura McClellan from Gartner said that thing about marketing technology. You know what I’m talking about…it’s the quote that launched a thousand venture money pitch decks.

“By 2017 the CMO will spend more on technology than the CIO.”

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Customer Experience Innovation

Collaborate with your customers to architect next generation customer experiences across physical and digital worlds.
Alessio Manca's insight:

IBM "spot"

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Social Customer Service Isn’t Going Anywhere

Social Customer Service Isn’t Going Anywhere | Customer Service Innovation | Scoop.it
There has been quite a bit of talk lately that social customer service isn’t going anywhere, and that some brands are beginning to phase out or give up on social monitoring and response, especially… (Customers end up spending 20%-40% more with companies...
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John Cockerill's curator insight, April 8, 1:33 PM

It is interesting how the 'passion' for various tools change and quickly over time.

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10 Lessons That Social Can Learn From Traditional Customer Service [Infographic]

10 Lessons That Social Can Learn From Traditional Customer Service [Infographic] | Customer Service Innovation | Scoop.it
Customer Relationships - Want to improve how your company uses social media? Look at traditional customer service for ideas about what customers want when they reach out to a company.
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The new CMO: customer service, product development, sales, data ... oh, and branding

The new CMO: customer service, product development, sales, data ... oh, and branding | Customer Service Innovation | Scoop.it
In the good old days of fat cats and see-gars and THREE TV NETWORKS the chief marketing officer's job was easy, if it even existed at all: brand, positioning, and placement on TV, newspapers, magaz...
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67%: Social Media a Necessary Customer Service Channel

67%: Social Media a Necessary Customer Service Channel | Customer Service Innovation | Scoop.it
67%: Social Media a Necessary Customer Service Channel
Nearshore Americas
Our colleagues over at ICMI recently conducted a study on the importance of social media to customer service, and were kind enough to share the results with Nearshore Americas.
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malek's curator insight, April 1, 11:08 AM

@@Alessio Manca nailed the best function of social media.

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The Skyscraping Cost of Bad Customer Service (Infographic)

The Skyscraping Cost of Bad Customer Service (Infographic) | Customer Service Innovation | Scoop.it
The way you treat your customers is everything. Here's why.
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Colin Taylor TRG's curator insight, March 27, 3:29 AM

Only 36% of customers rate the #custserv they receive as good or very good - How is that impacting on the #custexp and #loyalty?

U-M Human Resource Development's curator insight, April 11, 1:10 PM

Your customer is always your biggest asset! 

Rescooped by Alessio Manca from Designing design thinking driven operations
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The state of customer experience across Asia-Pacific and Japan

The state of customer experience across Asia-Pacific and Japan | Customer Service Innovation | Scoop.it
CMO Council Report: The state of customer experience across Asia-Pacific and ...

Via Fred Zimny
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Are You Ready For A Customer Experience Revolution?

Are You Ready For A Customer Experience Revolution? | Customer Service Innovation | Scoop.it
For retailers to win our business, they need to provide the right customer experience...on our terms.
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Is user feedback important?

Is user feedback important? | Customer Service Innovation | Scoop.it
Two of the most frequent questions I receive in my Inbox are: "Are there customers for my product?" and "How can I get more people to engage with me?". I started answering them in last week's article, where I suggested a few ideas to help you find your audience in order to create content that answers their specific needs.

Via Cendrine Marrouat - www.socialmediaslant.com, John van den Brink
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Cendrine Marrouat - www.socialmediaslant.com's curator insight, March 20, 4:42 PM


Many brands shy away from feedback. It's sad because it will help you be more in tune with your audience...

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How Customer Experience Management Can Improve Marketing Integration

How Customer Experience Management Can Improve Marketing Integration | Customer Service Innovation | Scoop.it
RT @smorris75: How Customer Experience Management Can Improve Marketing Integration http://t.co/kB43luEt5D via @cmo_com

Via Fred Zimny
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IBM's infographic The Customer-activated Enterpris Insights from the Global C-suite Study

IBM's infographic The Customer-activated Enterpris Insights from the Global C-suite Study | Customer Service Innovation | Scoop.it

Via Fred Zimny
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Fred Zimny's curator insight, March 16, 10:04 PM

In an era of abundant connectivity, endless information and ubiquitous digitization, the new economic equation favors transparency. More than half of CxOs expect to open up their enterprises – bringing down barriers to extend collaboration inside and outside. Their most radical shift may be a new view on what it means to collaborate with customers.

In fact, CEOs told us that customers come second only to the C-suite in terms of the strategic influence they wield. When asked, “Who has the most influence on your strategic vision and business strategy?” 55 percent of interviewed CEOs cited customers.

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Experience Design: When Innovation Isn’t Enough | Innovation Insights | Wired.com

Experience Design: When Innovation Isn’t Enough | Innovation Insights | Wired.com | Customer Service Innovation | Scoop.it

The allure of innovation has always been in the chance of finding the next “big thing;” however, businesses often find themselves on the treadmill of relentless innovation as markets mature and technology advances. In addition, innovation has a poor track record of delivering commercial success for businesses. Often, the value of the innovation requires a broader system of products and services for the true benefit of experience to be available to consumers.

Great customer experience is both a necessity and an advantage as competition for customers intensifies. Unfortunately those that use this to their advantage are often the nimble start-ups who emerge free from legacy constraints. They can often set the bar higher than many pre-existing businesses will be able to meet.

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