WIliB #CRM #Customer experience / journey
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Rescooped by Olivier Girard ☁ from Digital et Expérience client omnicanal
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Pour joindre le service à la clientèle, twittez...

Pour joindre le service à la clientèle, twittez... | WIliB #CRM #Customer experience / journey | Scoop.it

Twitter semble s’être propulsé en tête du service client en temps réel sur les médias sociaux. Sa recette? Accessibilité, efficacité et facilité d’utilisation. (Pour joindre le #service à la clientèle, twittez!)


Via Christian Barbaray, Lise Déchamps
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Lise Déchamps's curator insight, May 5, 2014 4:49 AM

Mettre en place un service à la clientèle sur Twitter ouvre la porte à toutes sortes de réclamations qui n’auraient peut-être pas été émises si une telle tribune publique n’était pas offerte. Toutefois, cela reste un très bon moyen d’engager des conversations «sociales» avec les consommateurs et d’humaniser la marque. À vous de twitter!

Rescooped by Olivier Girard ☁ from End2End Customer Experience
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The 6 Pieces of the Customer Experience Puzzle

The 6 Pieces of the Customer Experience Puzzle | WIliB #CRM #Customer experience / journey | Scoop.it
“ How do you define customer experience -- and, more importantly, how do you create the best customer experience model?”
Via David Ednie
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Rescooped by Olivier Girard ☁ from New Customer - Passenger Experience
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2014 TRUSTe US Consumer Confidence Index

2014 TRUSTe US Consumer Confidence Index | WIliB #CRM #Customer experience / journey | Scoop.it
“This infographic summarizes results of a survey conducted on consumer confidence and it's impact on businesses in US. 2013”
Via Eric_Determined / Eric Silverstein
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Rescooped by Olivier Girard ☁ from If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care?
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World's Biggest Data Breaches - Static - Information Is Beautiful

World's Biggest Data Breaches - Static - Information Is Beautiful | WIliB #CRM #Customer experience / journey | Scoop.it
“ Static data visualization of the world biggest data breaches, leaks and hacks.”
Via Roland Alston
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Rescooped by Olivier Girard ☁ from DISCOVERING SOCIAL MEDIA
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Pinterest, Twitter And Tumblr (Yes, Tumblr!) Are Starting To Steal Revenues ... - Forbes

Pinterest, Twitter And Tumblr (Yes, Tumblr!) Are Starting To Steal Revenues ... - Forbes | WIliB #CRM #Customer experience / journey | Scoop.it
Fast CompanyPinterest, Twitter And Tumblr (Yes, Tumblr!) Are Starting To Steal Revenues ...
Via Manlio Mannozzi
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Rescooped by Olivier Girard ☁ from Public Relations & Social Media Insight
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Study: Brands Simply Aren't Replying on Twitter

Study: Brands Simply Aren't Replying on Twitter | WIliB #CRM #Customer experience / journey | Scoop.it
If you manage a brand's Twitter account, chances are you're not interacting as much as you could be. And that's not a good thing.Simply Measured took a look at 98 of the top global brands on Twitter and found some eye-opening information.From Mashable:During the final three months of 2013, 98 of Interbrand's top 100 global brands tweeted at least once and the average company tweeted 12 times per day, according to data from Simply Measured, a social media analytics provider. However, the report also found that 54% of these Interbrand companies send less than one @-reply per day....
Via Jeff Domansky
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Rescooped by Olivier Girard ☁ from Social Media in Manufacturing Today
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What Does a Day in Social Media Look Like? [Infographic]

What Does a Day in Social Media Look Like? [Infographic] | WIliB #CRM #Customer experience / journey | Scoop.it
Of the world's roughly 7 billion people, 40% use social media daily. So, what are those folks doing on the major social platforms?The following infographic by Saxum shows the daily activity on Facebook, Twitter, LinkedIn, Pinterest, Vine, Google+, and Tumblr, measured against each platform's total user base.On Facebook, some 23% of users check newsfeed more than five times a day, 2.7 billion people give Facebook posts a Like, and Twitter's active users contribute 400 million tweets a day...
Via Lauren Moss, ManufacturingStories
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Rescooped by Olivier Girard ☁ from L'Univers du Cloud Computing dans le Monde et Ailleurs
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Why deliver customer service in the cloud?

Why deliver customer service in the cloud? | WIliB #CRM #Customer experience / journey | Scoop.it
“ Why deliver customer service in the cloud?”
Via Fred Zimny, Patrick Bouillaud
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Scooped by Olivier Girard ☁
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CRM, marketing digital et e-commerce : mais que font les éditeurs d’ERP ?

CRM, marketing digital et e-commerce :  mais que font les éditeurs d’ERP ? | WIliB #CRM #Customer experience / journey | Scoop.it
La notion de canal de vente n’a plus de réalité. Les clients achètent indifféremment par un commercial, une boutique, un site web ou une appli mobile. Bienvenue à l’époque de l’omni canal !
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Nunwood | How Social Media Impacts Customer Experience

Nunwood | How Social Media Impacts Customer Experience | WIliB #CRM #Customer experience / journey | Scoop.it
Key facts, figures and statements on how social media impacts customer experience and why customer experience is so important for your business (Infographic from our client @Nunwood on how social media impacts customer experience:
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Rescooped by Olivier Girard ☁ from digitalNow
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The High Cost of Multitasking

The High Cost of Multitasking | WIliB #CRM #Customer experience / journey | Scoop.it
“Multitasking is a fact of our modern, connected life. However, research shows it makes us less effective, increases mistakes and stress, and costs the”
Via Don Dea
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Rescooped by Olivier Girard ☁ from Internet of Things - Quantified Home
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Lick rachète des magasins The Phone House

Lick rachète des magasins The Phone House | WIliB #CRM #Customer experience / journey | Scoop.it
“ INFO LE FIGARO - Dix-sept anciennes boutiques consacrées aux mobiles vendront désormais des objets connectés.”
Via Jean-Pierre Blanger, airboxlab
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Rescooped by Olivier Girard ☁ from Social Media Marketing Hand Book
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Social Media Infographic: Demographics and distinctions among the most popular sites.

Social Media Infographic: Demographics and distinctions among the most popular sites. | WIliB #CRM #Customer experience / journey | Scoop.it

Via Evan Ponter
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Rescooped by Olivier Girard ☁ from Social Media Power
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Atmospheir app: an all-in-one social contact manager

Atmospheir app: an all-in-one social contact manager | WIliB #CRM #Customer experience / journey | Scoop.it
“ Since the advent of social media, managing your contacts and address book has become a whole lot tougher. Adding multiple accounts, numbers and services for every person's entry can be a headache, ...”
Via Zbynek Kysela ✔
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Rescooped by Olivier Girard ☁ from Internet tips
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Pourquoi votre centre d’appel devrait gérer vos médias sociaux

Pourquoi votre centre d’appel devrait gérer vos médias sociaux | WIliB #CRM #Customer experience / journey | Scoop.it
“ Qui dans votre entreprise devrait gérer vos médias sociaux? Le département de marketing, d'image de marque, de ventes? Et pourquoi pas votre centre d'appel?”
Via Audrey Moreaux
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Etat de la relation client en France à l’ère du social

Etat de la relation client en France à l’ère du social | WIliB #CRM #Customer experience / journey | Scoop.it
“ Le 29 novembre prochain, oursocialtimes organise une conférence pour la première fois en France sur la relation client vu à travers les réseaux sociaux. Le client est un être social et il dispose a...”
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CRM SaaS : Microsoft poursuit ses assauts contre Salesforce

CRM SaaS : Microsoft poursuit ses assauts contre Salesforce | WIliB #CRM #Customer experience / journey | Scoop.it
Redmond met la main sur Parature. Un rachat qui lui permet de renforcer son offre phare de gestion de la relation client en mode SaaS : Dynamics CRM Online.
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Rescooped by Olivier Girard ☁ from Vie de Client
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Service Humanum Est : de la digitalisation des services et des illusions d’optique

Service Humanum Est : de la digitalisation des services et des illusions d’optique | WIliB #CRM #Customer experience / journey | Scoop.it
Par Benoît Meyronin,  Professeur à Grenoble Ecole de Management et Directeur Associé de l’Académie du Service – Janvier 2014  Le développement phénoménal des offres « digitales » entraîne un dévelo...

Via Laurent Adde
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