Do you ever feel like the concept of “customer service” needs a makeover? Sometimes when I hear this term bandied about I think of my local bank teller who always asks me in a robo-voice, “How’s your day going so far?” She then invariably mispronounces my name (the computer has [...]
Consumer data that's distributed across digital channels can help business leaders learn a lot about customers, including their behaviors, preferences, attitudes, and needs. However, there are some customer characteristics that analytics and other digital tools don't pick up so well - at least, not yet. This includes the sentiment being projected by customers through their body language and facial expressions. When someone crosses their arms, this often implies resistance. A head scratch can con
When you treat each customer as if she’s the last remaining customer on the planet–the customer on whom the very existence of your business depends–things start to change in your perception, and, almost simultaneously, in the results you get from your customer relationships: • Every customer request is an opportunity, not an imposition. • Everything [...]
Taxpayer advocate Nina Olson warned last month that customer service at the Internal Revenue Service would suffer because of the budget cuts hitting the agency. She was right. As of February 14, only 43 percent of the people who...
"I can't stand the sound of my own voice!" This is essentially every person who ever attempted to set up a voice messaging service for themselves. There can easily be a disconnect in how we think we sound, and how we actually sound. So how about the voice of the brand? Do you think [...]
Marketing strategy consultancy CMG Partners today releases the results of its seventh-annual CMO’s Agenda, “Your #1 Resource for Innovation: the Customer,” a qualitative survey assessing the role and responsibilities of the chief marketer. CMG Partners conducted interviews with CMOs, senior marketing executives and new-product development experts between August and December of 2014 [...]
We have entered an age where the options for customers to connect to brands have become endless. Beyond the traditional online support and telephone options, social media has driven a whole new plethora of places that customers seeking immediate feedback can go to get attention. For some brands the onslaught has [...]
For the second time in a week, a study reported a big gap between what marketers think about customer experience (CX) and what they're doing about it. Last week, IDC analyst Mary Wardley noted the challenges faced by marketers who want to optimize customer experience within their organizations. This week, CX technology provider SDL is reporting "an important disconnect" in perceptions among retail marketers that may give an advantage to competitors. Retailers are overwhelmed by th Topic: Customer Experience.
It was Mark Twain who said "if you tell the truth you don't have to remember anything." However most companies don't onboard, educate and train employees thoroughly so when they tell "the truth" it can come out as verbal garbage (as displayed by the latest Comcast PR catastrophe). A company's customer experience [...]
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