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Improve Your Social Media Customer Support: Meet the Dell S.O.S. Team - Social Business Connection - Blog - Social Business Connection - Dell Community

Improve Your Social Media Customer Support: Meet the Dell S.O.S. Team - Social Business Connection - Blog - Social Business Connection - Dell Community | Social and Digital Customer Management | Scoop.it
Welcome to our community! Here you’ll find great solutions, advice and how-to’s, discussions and friends. Feel free to browse our blogs, forums, wikis, media galleries and groups, or join to participate.
Russ Merz, Ph.D.'s insight:

Case study about the Dell SOS Team.

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Social and Digital Customer Management
How social and digital media are used to deliver customer service and enhance customer experiences.
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Want to Improve the Customer Experience? Get Aligned - eMarketer

Want to Improve the Customer Experience? Get Aligned - eMarketer | Social and Digital Customer Management | Scoop.it

Marketers say having a senior management team committed to understanding the customer as well as functional alignment and support of a customer experience strategy are the most important attributes of customer centricity.

 

However, few say their core teams are strongly aligned, and more than one-third don't even have a customer experience strategy to focus on.

 

When marketing executives in North America were asked to rank the most important attributes of customer centricity, having a senior management team committed to understanding the needs and behaviors of the customer market landed in the No. 1 spot. Functional alignment and support of a holistic customer experience strategy came next.

 

However, 35% of marketing execs called out a lack of alignment, saying that their heads of operations and line-of-business leaders as well as their finance, marketing, sales, point-of-sales and customer service teams were not focused around a customer experience strategy. Just 12% said their core teams were strongly aligned.

Just coming up with a strategy is something that companies must improve on. More than one-third of respondents said their organization didn’t have a formal customer experience management strategy. Somewhat promising is the fact that around the same percentage were making steps toward developing one, and one-quarter actually did have a strategy.

 

 

Russ Merz, Ph.D.'s insight:

Cross-functional alignment to the delivery of customer experiences is a core competency for successful enterprises. The two research reports cited here suggest that many marketing organizations have a long way to go in managing alignment processes.

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7 Social Media Psychology Studies for Smarter Marketing | SEJ

7 Social Media Psychology Studies for Smarter Marketing | SEJ | Social and Digital Customer Management | Scoop.it

One of my favorite things about social media is that it’s still such a young and new form of communication. It feels too early to take anything as a given, so we’re all experimenting,testing and learning together.

 

Every day seems to bring exciting new studies as research shows us more about how social media is changing the way we relate to one another, share information and even form our identities.

 

I’ve been collecting a few of these studies and thinking over how they might relate to making us all better marketers (and hopefully better people, too). I thought I would share them with you today. Here are the major findings of 7 social media psychology studies that will make your marketing smarter.

Russ Merz, Ph.D.'s insight:

A useful collection of seven social psychology research studies that help understand consumer behavior on #socialmedia.  

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The customer journey & relevant experiences are the new business imperatives

The customer journey & relevant experiences are the new business imperatives | Social and Digital Customer Management | Scoop.it

Understanding the customer journey and delivering relevant experiences has never been this critical. 

Recent research by eBay and Deloitte revealed that a third of UK and German consumers used multiple channels when making recent purchases, with this rising to two in three for orders over £100.

 

This presents today’s marketers with a unique challenge. They need to deliver customer experiences that are coordinated across all channels, with personalised and relevant messaging and content.

Leading marketers must understand the value of these multichannel customer interactions and work towards ensuring seamless customer experiences.

 

The problem is that the systems that track and respond to customers were largely designed for single channel applications.

 

Data warehouses and enterprise data platforms support traditional retail commerce, but they are slow and less adaptable for the digital world. Digital analytics solutions effectively track website data, but integrating other channels is less efficient.

Russ Merz, Ph.D.'s insight:

This article summarizes the need for better cross-channel integration of customer journey data and information. Without it marketers will be unable to optimally manage customer relationships.

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INFOGRAPHIC: 2014 State of Multichannel Customer Service | CustomerThink

INFOGRAPHIC: 2014 State of Multichannel Customer Service | CustomerThink | Social and Digital Customer Management | Scoop.it

A new 2014 State of Multichannel Customer Service Survey commissioned by Parature, from Microsoft shows that old customer service channels certainly aren’t going away, but new ones like social are creating both greater and faster service expectations across the board.


The survey, which gauged the responses of 1,000 U.S. consumers, shows that time and effectiveness are of the essence when it comes to a satisfying customer experience. Key findings are summarized in the accompanying infographic. To download and read the full survey report, click here.


 

Russ Merz, Ph.D.'s insight:

Some recent survey results with #stats revealing a look at the state of multichannel #customerservice.  Some of the information is rather surprising especially the centrality of #digital channels for seeking solutions to customer service problems.

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Christina Guenther's curator insight, August 10, 2:33 PM

"Old customer service channels certainly aren’t going away, but new ones like social are creating both greater and faster service expectations across the board."

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9 Awful Ways We Push Customers Away

9 Awful Ways We Push Customers Away | Social and Digital Customer Management | Scoop.it

Learn how your website might be pushing customers away, stalling transactions, and losing you revenue.

 

You're the owner of AtoZJeans.com.

Your customer Patty checks her email inbox and finds an email from AtoZJeans.com that tells her about a sale on patterned skinny jeans that she’s had her eye on for the longest time. She quickly clicks on the email and goes to your website.

She browses for a while, but after spending about 15 minutes checking out various options, she closes the tab and leaves your site.

What made Patty leave? She wanted to buy patterned jeans, didn’t she? What went wrong?

This is a story that all marketers -- ecommerce marketers, in particular -- go through every day. In fact, a checkout usability study by Baymard Institute shows that67.91% of all shopping carts are abandoned. That’s a ridiculously large chunk of real prospects that you’re losing day in and day out. So, going back to the original question: What's going wrong? Let’s see.

 
Russ Merz, Ph.D.'s insight:

Great guidelines and #stats from Hubspot on how to tighten up your digital marketing and #ecommerce activities on #websites. 

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LuceCEM's curator insight, July 28, 4:30 AM

Some insights of this article:

-According to a checkout usability study by Baymard Institute shows that 67.91% of all shopping carts are abandoned.

-According to a ComScore study, at least 61% of users are likely to cancel their entire purchase if they eventually find that free shipping is not offered.

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Which Stats Matter: A Definitive Guide to Social Media Metrics | Social Media Today

Which Stats Matter: A Definitive Guide to Social Media Metrics | Social Media Today | Social and Digital Customer Management | Scoop.it

Learn the importance of finding the right social media metrics to track for your marketing. Learn how to get the most value from social engagement.

 

Among the many superpowers I wish I had, one that would be quite useful is the ability to understand social media metrics. I know enough to get by, and I love learning the new techniques to get more from these numbers---and to make sure I'm seeking the right numbers in the first place.

In an effort to understand the little bits I can, I've done some research into all the many different social media stats you might track and which ones are worthwhile. Wouldn't you know it, social media stats aren't just as simple as looking at the right numbers!

There's a difference between knowing what the stats mean and knowing which stats are meaningful.

With that in mind, I'd love to share with you some of the stats we value greatly here at Buffer and the reasons why, as well as some new social media metrics we're excited to try.

Russ Merz, Ph.D.'s insight:

A very comprehensive summary of key #socialmedia #metrics, their meaning, and tools.

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The History of Social Analytics [Infographic] | #engagementlabs

The History of Social Analytics [Infographic] | #engagementlabs | Social and Digital Customer Management | Scoop.it

With the release of www.evalueanalytics.com, what better way to celebrate the progress that Social Analytics has made, than with this awesome infographic!

Russ Merz, Ph.D.'s insight:

A summary timeline of some of the key developments in the history of #socialanalytics. The infographic has useful reference value for important milestones and current social networking stats.

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Successfully Measuring Social Customer Service Performance

Successfully Measuring Social Customer Service Performance | Social and Digital Customer Management | Scoop.it

In order to grasp the full impact and ROI of social customer service, companies need to measure it in a way that enables comparison with—and benchmarking alongside—more traditional customer care channels, such as phone, email and chat. Without measuring real customer service KPIs over social, it is difficult to resource teams for spikes in volume, improve the quality of agent performance and deliver the best customer experience possible. Below I have outlined the most important metrics to measure:

 

Russ Merz, Ph.D.'s insight:

A detailed look at five key performance indicators (KPIs) for assessing the performance of social customer service experiences.

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Russ Merz, Ph.D.'s curator insight, June 10, 8:28 PM

A detailed look at five key performance indicators (KPIs) for assessing the performance of social customer service experiences.

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Wealthy Customers Want Social Customer Care - Marketing Technology Blog

Wealthy Customers Want Social Customer Care - Marketing Technology Blog | Social and Digital Customer Management | Scoop.it

Wealthy Customers Want Social Customer Care by Douglas Karr on Marketing Technology Blog

 

A key social media marketing strategy must incorporate customer service. Many companies differentiate the two, but your customers don’t have any such separation. Once you’re social, they’re going to utilize this channel for questions, comments and complaints. The good news is that you can really show of your customer service skills in public, thereby marketing how well you do it with prospects. +

What companies may not realize is that it’s your customers with the largest budgets that prefer social care and customer service. Let that sink in a bit…+

High earners in particular make the greatest use of social networks for customer service. Companies that fail to take advantage of that are missing an opportunity to improve brand experiences and grow. McKinsey & Company

Companies need to incorporate a customer service strategy into their social media strategy that routes and resolves customer service issues as quickly as possible. Letting issues drag on will destroy your authority and the trust that’s required to turn prospects into customers and customers into fans.+

 

 

 




Russ Merz, Ph.D.'s insight:

#Socialmedia based #customercare #stats compiled from a recent McKinsey report. Good reference material.

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Six Ways to Improve Customer Experience Now

Six Ways to Improve Customer Experience Now | Social and Digital Customer Management | Scoop.it

As humans, we often lie to ourselves. At best, it’s a way to show ourselves a little mercy (“It’s OK to skip workouts on vacation!”) and at worst, it’s a way to maintain excuses (“I’m too exhausted to exercise”).

As business leaders, however, fooling ourselves can be the worst kind of risky. When you try to look at your own project, business, or even employees with a more objective and less critical eye, you inevitably find yourself in a viewpoint that provides some data. BUT, it may not be the kind of data you really need.

Evaluating other organizations’ experiences is something I do every day. My third-party perspective is maintained carefully because I know what can happen when you’re on the inside looking further in.

You draw your own conclusions, based on scenarios from the past.You see the completion of a project as success, whether it’s working or not.You hear what you want to hear regardless of what employees and customers are really trying to tell you.

 



Russ Merz, Ph.D.'s insight:

Getting an outside perspective is key.

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Top 7 Live Chat Software Vendors for Ecommerce

Top 7 Live Chat Software Vendors for Ecommerce | Social and Digital Customer Management | Scoop.it

While customer support is one of the most important aspects of running your ecommerce business, it is also one of the most expensive and hard to manage.

When you’re talking customer support, you probably picture people with headsets in a huge open space, taking phone calls and answering questions. Maybe you picture something a tad relaxed, somewhere along the lines of a Zappos call center. Either way call center involve human resources, technology to set up, management and others. If you think that gets expensive – you are right. Fortunately, there is a growing alternative to this.

ENTER THE LIVE CHAT SOFTWARE.


In a recent study by BoldChat customers worldwide responded to the question “Have You Ever Engaged in a Live Chat?”. Results showed that more than half the respondents did engage in live chat, with more 65% respondents in the US saying yes.


Although email is still the leading form of communication throughout the world (see left), live chat is catching up really fast , especially in the United States, Canada and Mexico.

 
Russ Merz, Ph.D.'s insight:

An excellent review of the top 7 #livechat vendors. If you are looking for a live chat vendor, these seven should probably be on your short list.

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How to Get Smart about Customer Lifetime Value

How to Get Smart about Customer Lifetime Value | Social and Digital Customer Management | Scoop.it

Every business is focused on the bottom line: Making sure revenue exceeds costs each month. One big line item for most companies is spending hundreds–or, in some cases, even thousands–of dollars on acquiring new customers. Once you get that customer, what then?

Customer Lifetime Value, or CLV, is a different way of looking at the customer equation. If your business isn’t measuring CLV, read on. Doing so could be the key to a healthier bottom line.

 

Russ Merz, Ph.D.'s insight:

A short summary with graphical support of the customer lifetime value concept.

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Bill Schmarzo's curator insight, April 19, 6:46 PM

Nice layout of the variables that define customer lifetime value (LTV)

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The Real Cost Of Bad Customer Service [INFOGRAPHIC] - AllTwitter

The Real Cost Of Bad Customer Service [INFOGRAPHIC] - AllTwitter | Social and Digital Customer Management | Scoop.it

The Real Cost Of Bad Customer Service [INFOGRAPHIC]

 

Many years ago, in Twitter’s dark, early days (circa. 2008-10), if you complained about a brand or their products you didn’t really expect a response to your tweet. Indeed, if the company was even actively using Twitter it was surprising. So if they actually saw and proactively responded to your complaint? Inconceivable!

Things move pretty fast. Nowadays, we not only expect a reply, but some quick resolution, too. Yet studies have shown that up to 70 percent of customer service complaints go unanswered on Twitter, which risks damaging not only your brand’s reputation, but your organisation’s bottom line. And future.

Check the infographic below from ClickSoftware, which takes a closer look at the real cost of bad customer service.

Russ Merz, Ph.D.'s insight:

Some useful #stats about the state of #customerservice across industries and countries. The infographic also highlights the role of social media and the effect on brands. Good reference material based on recent research.

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8 Essential Tips To Build Relationships With Customers On Pinterest (Infographic)

8 Essential Tips To Build Relationships With Customers On Pinterest (Infographic) | Social and Digital Customer Management | Scoop.it

I don’t know about you, but I kept reading articles about how great Pinterest is for ecommerce. I also read a lot about it being mainly for women and full of food pictures. Eh, that’s mainly true…

 

However, we’re not a social media company or a Pinterest company for that matter. We’re here to help you build relationships with customers.


We do it with a simple video chat plugin, but we’re also always looking for new ways to connect with people.

While reading about Pinterest, one question came to my mind:


So if you are interested in reading about 8 amazing companies and how they use Pinterest, you should check out this article: 8 Tips From Real Brands Successfully Engaging Customers on Pinterest.

If you’re lazy like me, you might prefer to look at the infographic below. It’s a choice I would totally understand.



Russ Merz, Ph.D.'s insight:

This article provides eight "evidence based" guidelines for how to use #Pinterest for building relationships with customers.

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2014 Statistics and Trends for Businesses on Social Media - Marketing Technology Blog

2014 Statistics and Trends for Businesses on Social Media - Marketing Technology Blog | Social and Digital Customer Management | Scoop.it

2014 Statistics and Trends for Businesses on Social Media by Douglas Karr on Marketing Technology Blog

 

Social media isn’t going anywhere and businesses now realize that if they wish to reach their prospects and customers, their online presence in social media is a foundation of their overall marketing strategy. This infographic is a fantastic in-depth look, by industry, medium, and social channel, on how businesses are leveraging social media to connect with consumers.

Both small and large businesses are realizing the influence borne by social media influencers on the public opinion. It comes as no surprise then that businesses look for these influencers on various social media sites and send them free product samples to get them reviewed. In the following infographic, Businesses on Social Media – Statistics and Trends, Go-Gulf presents several stats and trends that illustrate how businesses use social media to drive business growth.

 

Russ Merz, Ph.D.'s insight:

A nice summary and compilation of #stats about how businesses are using #socialmedia to reach and influence consumers.

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The World of Social Media Monitoring and Analytics - Marketing Technology Blog

The World of Social Media Monitoring and Analytics - Marketing Technology Blog | Social and Digital Customer Management | Scoop.it

The World of Social Media Monitoring and Analytics by Douglas Karr on Marketing Technology Blog

 

The first bit of data on this infographic is pretty fascinating… the growth of the analytics tool market. In my opinion, it points to a couple issues. First is that we’re all still seeking better tools to report and monitor on our marketing strategies and second is that we’re willing to apply a larger percentage of our marketing budget to ensure our strategies are working.+

As we use social media to connect with others, we create a digital data trail of human interaction. When analyzed properly, this valuable data can show public opinion and consumer trends, make predictions and provide insights. For companies properly collecting and analyzing this data, it can be key to success. This infographic from Demand Metric was designed to provide organizations with information about the world of social media monitoring and analytics.

This infographic isn’t new, but it still shares some great tools that I’ve not discovered yet. I’m always amazed at how many platforms I’m still unaware of our there!+

 

Russ Merz, Ph.D.'s insight:

A fascinating look at the number of tools available for #socialmedia monitoring and #analytics.

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Choosing A Social Strategy That’s Not Obvious To You

Choosing A Social Strategy That’s Not Obvious To You | Social and Digital Customer Management | Scoop.it

I’ve made a terrible mistake. I haven’t given enough fodder on SMM for the small guy’s social strategy. On a recent post, The 5 Cs Of Social Media, we received some constructive criticism in the comments that deserves some following up on. 

 

The obvious “strategies” we see many small businesses get into on social platforms revolve around one or more of the following:

Posting sporadicallyPosting only about themselvesHard sellingPosting fluff (aka: memes, quotes, and pictures of kittens)And other various sucky social strategies

This is like jumping off the bridge because your friends are doing it. Don’t be that kid! 

None of those above tactics will bring you customers, because with those obvious “strategies” you aren’t differentiating your brand.

Instead, you’ve got to go into the social media war with guns a blaze’n!

Russ Merz, Ph.D.'s insight:

Great advise for small businesses (#SMB) for how to develop and use social media marketing (#SMM) to reach out and engage with customers.

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The History Of Social Networking Through The Ages [INFOGRAPHIC] - AllTwitter

The History Of Social Networking Through The Ages [INFOGRAPHIC] - AllTwitter | Social and Digital Customer Management | Scoop.it

The History Of Social Networking Through The Ages [INFOGRAPHIC]

 

What was your first experience with social media? Facebook? Twitter?

Myspace? LinkedIn?

 

Of course, the concept of social media goes back a lot further than these very modern, technological marvels. Before LinkedIn there was CompuServe, and even before the internet there were social networks of a sort in place in the form of pen pals and Roman forums.

 

And the dawn of social networking? Look no further than cave drawings, the Instagram of their day. This visual from Bixa Media looks at the history of social networking through the ages.

Russ Merz, Ph.D.'s insight:

Everything you wanted to know about the history of #socialnetworking condensed into a single infographic.

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Language of Engagement | Social Media Today

Language of Engagement | Social Media Today | Social and Digital Customer Management | Scoop.it
Having a well crafted community strategy and roadmap is critical to enabling effective outcomes, but translating that strategy into your engagement approach is equally critical and often overlooked. People tend to communicate in online communities they way they do elsewhere and that can often be the wrong approach.
Russ Merz, Ph.D.'s insight:

A good article that provides 8 recommendations for crafting dialogue with customers in #socialmedia communities.

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Social Customer Service for Marketeers - Marketing Technology Blog

Social Customer Service for Marketeers - Marketing Technology Blog | Social and Digital Customer Management | Scoop.it

Social Customer Service for Marketeers by Douglas Karr on Marketing Technology Blog

 

Customer service IS marketing. I’ll say it again… customer service IS marketing. Because the way you treat your customers is promoted on social media, ratings and reviews every single day, your customer service is no longer an indicator of customer satisfaction, retention or value. Your customers are now a key arm to all of your marketing efforts because they share readily online.+

While Marketing Teams aim to increase brand awareness and lead generation through pushing out information and generating positive engagement, Customer Service Teams aim to improve customer satisfaction and increase customer retention by listening, and responding to customer needs. How the two meet is often seen as a challenge among many organizations. Source: Sentiment

While 60% of companies believe social media is just a marketing channel, they’re ignoring the amplification of their brand through consumer advocates or detractors. All it takes to derail months or years of hard work building trust, authority, and an emotional connection with your audience is mishandling a single event that’s published and promoted on social media. You can recover effectively… but you should never forget that customer service is now a key element of your overall marketing strategy.



Read more: Social Customer Service for Marketeers | Marketing Technology Blog http://www.marketingtechblog.com/social-customer-service-marketing/#ixzz358ZIesFo ;
Under Creative Commons License: Attribution 
Follow us: @mktgtechblog on Twitter | marketingtechnology on Facebook

Russ Merz, Ph.D.'s insight:

This useful infographic lays out the 5 hurdles that may keep marketing and customer service teams from cooperating toward the common goal of building customer engagement.

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Social Media is Less Help to Business Than You Might Think

Social Media is Less Help to Business Than You Might Think | Social and Digital Customer Management | Scoop.it

One of the benefits of social media is that you can use peer pressure to help change the minds of your potential customers. You can see this happening all the time, where individuals on Facebook or Twitter, for instance, recommend a product or service having made a purchase. The idea behind this is two-fold. Firstly, it increases awareness using word-of-mouth. But secondly, it also has a psychological effect whereby people are subtly influenced by peer pressure to consider the product or service, even if they have previously dismissed it.


The power of social influence to change minds is well-established. However, new research reveals an interesting twist to social influence: it does not last. The study from China, where the psychological power of social groups is significant, shows that peer pressure only lasts for a maximum of three days. It turns out that our opinion reverts back to our original thinking within 72 hours of apparently having changed our minds.

 

Russ Merz, Ph.D.'s insight:

An interesting discussion about the power of #socialinfluence to impact decisions. The article quotes findings from a recent study [see link: http://ow.ly/xL3EB] that demonstrated the decay of influence at varying time intervals. The results suggest that social influence diminishes after about 3 days. The author points out the implications for businesses using social media marketing (#SMM) as a significant component of consumer marketing programs. 

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Hunting Unicorns: 5 Approaches to Measure Social Business ROI

Hunting Unicorns: 5 Approaches to Measure Social Business ROI | Social and Digital Customer Management | Scoop.it
We face two major measurement problems when trying to measure the impacts of social business software: demanding stakeholders and intangible outputs. To grant project sponsorship, the C-Suite wants to see how you will measure return on investment (ROI). Meanwhile, from a human perspective we can inherently understand the value of engagement, dialog and innovation in the workplace, but it's very difficult to measure these intangibles in dollars and cents. How do we begin to quantify the impacts Topic: Social Business.
Russ Merz, Ph.D.'s insight:

A cogent and detailed discussion of five approaches for evaluating social business ROI for business cases and social projects.

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How to Sweeten Customer Experience [Infographic]

How to Sweeten Customer Experience [Infographic] | Social and Digital Customer Management | Scoop.it
Good customer service once meant saying "please" and "thank you" and addressing each person who approached the sales counter by name. But that was before the Internet made e-commerce a fact of life and social media gave every ever-so-slightly annoyed customer the capacity to ruin your brand in 140 characters — or less.When it comes to obtaining and retaining customers, remembering what you learned in kindergarten really isn't enough anymore. Now it hinges on the effect Topic: Customer Experience.
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Why companies should invest in the customer experience - Zendesk

Why companies should invest in the customer experience - Zendesk | Social and Digital Customer Management | Scoop.it

Even if Don Draper himself fleshed out your latest ad campaign, nothing can replace the incredible value of providing customers with the best possible customer experience. Think about it, if you went the fanciest restaurant in town and everyone treated you poorly, would you go back?

 

With peer-to-peer reviews carrying even more weight thanks to the power of Facebook, Twitter, and the barrage of other social media channels rising in popularity at breakneck speed, it’s never been more important to invest in customer service. Because, hey, bad news travels fast.

 
Russ Merz, Ph.D.'s insight:

Good summary stats about the value of #customerexperience investments for businesses. 

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Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms

Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms | Social and Digital Customer Management | 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.

 
Russ Merz, Ph.D.'s insight:

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

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