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The Evolution of Social Media | Social Media Today

The Evolution of Social Media | Social Media Today | New Customer & Employee Management | Scoop.it
Social media is never static. It is an an ever-changing array of tools and platforms built for any number of purposes. Over the last 5 years social media has changed the world in innumerable ways.
Russ Merz, Ph.D.'s insight:

Here is a useful summary of how #socialmedia has evolved in the last five years. Good reference source.

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Rim Riahi's curator insight, December 2, 2013 3:12 AM

Social media is never static. It is an an ever-changing array of tools and platforms built for any number of purposes. Over the last 5 years social media has changed the world in innumerable ways.

Samuel Pavin's curator insight, December 6, 2013 9:32 AM

A look at the past of social media in order to try and foresee the future ... and where to stand next to gain traction.

Philippe Trebaul's curator insight, March 20, 2016 12:40 AM

Social media is never static. It is an an ever-changing array of tools and platforms built for any number of purposes. Over the last 5 years social media has changed the world in innumerable ways.

New Customer & Employee Management
How social and digital technologies are changing the delivery of customer service and the management of employees.
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Forget chatbots: customers still want to talk to people | Netimperative - latest digital marketing news

Forget chatbots: customers still want to talk to people | Netimperative - latest digital marketing news | New Customer & Employee Management | Scoop.it
The vast majority (79%) of people prefer human assistance when it comes to resolving customer service issues. Artificial intelligence and chatbots might be all the rage when it comes to customer service, but a new GetApp survey of customer service stats for 2017 shows that people still want to talk to human beings to resolve their customer service issues. ... [Read more...]
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Are you using chatbots to deliver your brand's customer service? Recent research finds customers prefer personal responses from knowledgeable real people in solving their problems.
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CSR, Corporate Volunteering, and a Creating Meaningful Workplace

CSR, Corporate Volunteering, and a Creating Meaningful Workplace | New Customer & Employee Management | Scoop.it
CSR programs provide employees with satisfaction, a sense of meaning and higher purpose. These are linked to higher performance and revenues.
Russ Merz, Ph.D.'s insight:
Want to make your #workplace more meaningful? Consider a #corporate #volunteer program.
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The Age of Female Dominance, Brought to You by Robots

The Age of Female Dominance, Brought to You by Robots | New Customer & Employee Management | Scoop.it
How automation could shift the balance of power between genders
Russ Merz, Ph.D.'s insight:
How the automation of male-dominated work can empower women in the future by valuing the interpersonal skills of women more.
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How to recreate a bad customer experience – Get Rid Of Guesswork – Medium

How to recreate a bad customer experience – Get Rid Of Guesswork – Medium | New Customer & Employee Management | Scoop.it
A customer reaches out to you about a frustrating experience. It’s never a good thing, but it happens. How do you take action from this type of open-ended feedback (email, Facebook post, customer…
Russ Merz, Ph.D.'s insight:
What tools are you using to understand customer experiences? Using mental models to recreate bad customer experiences as first step to improvements.
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Half of all journeys maps fail to drive change. Don’t be a statistic. - Heart of the Customer

Half of all journeys maps fail to drive change. Don’t be a statistic. - Heart of the Customer | New Customer & Employee Management | Scoop.it
Customer journey maps are a customer experience (CX) leader’s best friend. Done well, a journey mapping initiative aligns your teams around a shared vision to an improved customer experience. Effective journey maps engage your entire company to align on your customers’ moments of truth, showcasing how to create more loyal customers. Unfortunately, these initiatives fail …
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Are your customer journey maps delivering results? Here's why half of all journey maps fail to drive change.
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55 customer experience facts not worth ignoring

55 customer experience facts not worth ignoring | New Customer & Employee Management | Scoop.it
Customer Experience is the interaction between an organization and a customer over the duration of their relationship. Sounds simple but many get it wrong.
Russ Merz, Ph.D.'s insight:
Looking for a concise compendium of CX stats? See these 55 customer experience facts not worth ignoring.
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Why Most Retailers Fail at Omnichannel

Why Most Retailers Fail at Omnichannel | New Customer & Employee Management | Scoop.it
Very few brands offer consumers a fully integrated and seamless shopping experience across all three channels.
Russ Merz, Ph.D.'s insight:
Do you know why do most retailers fail at omnichannel? Linking online shopping experience to stores is key factor.
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9 inspiring case studies of Customer Lifetime Value (CLV)

9 inspiring case studies of Customer Lifetime Value (CLV) | New Customer & Employee Management | Scoop.it
Customer Lifetime Value (CLV) is a prediction of net profit attributed to the future relationship with a customer. CLV is key for understanding customers.
Russ Merz, Ph.D.'s insight:
Need some good case studies for how to use Customer Lifetime Value (CLV)? See this article by Rob Petersen.
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The Year Of The Customer Marketer: The State Of Customer Marketing In 2017 | CustomerThink

The Year Of The Customer Marketer: The State Of Customer Marketing In 2017 | CustomerThink | New Customer & Employee Management | Scoop.it
Russ Merz, Ph.D.'s insight:
New research in "The State Of Customer Marketing In 2017" reports "upsells", "churn" and customer satisfaction (CSAT) as top 3 customer experience (CX) metrics used by marketers. What are you using?
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UK insurers beat US for digital customer experience | Netimperative - latest digital marketing news

UK insurers beat US for digital customer experience | Netimperative - latest digital marketing news | New Customer & Employee Management | Scoop.it
Insurers in the US trail the UK when it comes to digital customer experience, according to research released today by multichannel customer service software company Eptica. US insurers successfully answered just 28% of routine questions asked via the web, social media and email – in the UK the figure was 54%. The US also lagged ... [Read more...]
Russ Merz, Ph.D.'s insight:
Research finds digital customer experience delivered by insurers in US lags UK by a wide margin.
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The RoI of RoRI

The RoI of RoRI | New Customer & Employee Management | Scoop.it
When a research department measures return on investment, satisfaction with that department goes way up.
Russ Merz, Ph.D.'s insight:
Need some reasons for calculating the return on research investment from customer insights through marketing research? See this article.
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Report: Digital marketing skill levels are declining

Report: Digital marketing skill levels are declining | New Customer & Employee Management | Scoop.it
Marketing news, voices and jobs for industry professionals. Optimized for your mobile phone.
Russ Merz, Ph.D.'s insight:
A recent research report by the Digital Marketing Institute finds digital marketing skills declining. Download the report and see how you compare.
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25 most irritating business buzzwords [INFOGRAPHIC] | Netimperative - latest digital marketing news

25 most irritating business buzzwords [INFOGRAPHIC] | Netimperative - latest digital marketing news | New Customer & Employee Management | Scoop.it
Buzzwords can help create a common language in the workplace and save time explaining concepts- but they often get overused to the point of becoming meaningless. This infographic lists some of the worst offenders to avoid. If you work in an office, you’re sure to hear countless buzzwords every day. They’ve been so engrained i
Russ Merz, Ph.D.'s insight:
Commit to memory--the 25 most annoying business buzzwords and phrases to avoid at all costs!
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3 steps towards a truly consumer-centered organization

3 steps towards a truly consumer-centered organization | New Customer & Employee Management | Scoop.it
Do you think your company is consumer-centered? Think again. Many companies have different practices in place for defining and delivering great consumer
Russ Merz, Ph.D.'s insight:
Are you moving toward being a consumer centric organization? Here are 3 steps you can take.
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What is the Impact of Online Consumer Reviews on Your Business? | MarTech

What is the Impact of Online Consumer Reviews on Your Business? | MarTech | New Customer & Employee Management | Scoop.it
What is the Impact of Online Consumer Reviews on Your Business? by Douglas Karr on MarTech
Russ Merz, Ph.D.'s insight:
Need to Know the Impact of Online Consumer Reviews on Your Business? See These Stats!
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What Makes a Good Boss? Follow This Flowchart to Find Out [Infographic]

What Makes a Good Boss? Follow This Flowchart to Find Out [Infographic] | New Customer & Employee Management | Scoop.it
What makes for a good (or even great) boss? Are you one... or do your leadership and management skills need work? Find out by answering the questions in this flowchart infographic.
Russ Merz, Ph.D.'s insight:
Do You Have Skills to be Good Boss? Follow This Flowchart to Find Out.
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The difference between a journey map and a service blueprint

The difference between a journey map and a service blueprint | New Customer & Employee Management | Scoop.it
Everything that happens in our lives is a type of journey. It might be a journey that spans a few minutes, a few years, or an entire lifetime. It could be going to college, the birth of your first…
Russ Merz, Ph.D.'s insight:
Do you know the difference between a journey map and a service blueprint? See this article for a excellent discussion of the two and their value to the firm.
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Employee Life Time Value and Cost Modeling - Predictive Analytics Times - predictive analytics & data science news

Employee Life Time Value and Cost Modeling - Predictive Analytics Times - predictive analytics & data science news | New Customer & Employee Management | Scoop.it
Understanding the Most Expensive Asset Practically every business shares the same biggest cost – employees. This makes sense – even in this age of robots and computers, human talent is behind everything that a company does. People are the source of innovation, growth, and competitive edge for every company. Given this importance, it’s a bit …
Russ Merz, Ph.D.'s insight:
Need a tutorial on employee "lifetime value" and "cost modeling"? See this article for the 3 key metrics.
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Retail Shoppers, What Frustrates You Most About the Physical Store? - eMarketer

Retail Shoppers, What Frustrates You Most About the Physical Store? - eMarketer | New Customer & Employee Management | Scoop.it
Answer: Where do I begin?
Russ Merz, Ph.D.'s insight:
What do you dislike the most about the retail store shopping experience? See this article for a rather lengthy list of complaints.
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The 2016 Retail Holiday Delivery Experience [Infographic]

The 2016 Retail Holiday Delivery Experience [Infographic] | New Customer & Employee Management | Scoop.it
Retail shipment delivery during the holidays is vital to retailers, customers, and carriers alike. What went wrong with shipment delivery experiences in 2016, and what can be done about it in 2017?
Russ Merz, Ph.D.'s insight:
The Good Bad & Ugly of the 2016 Retail Holiday Delivery Experience. How were your customers affected?
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10 best intranet platforms to help any business get more done

10 best intranet platforms to help any business get more done | New Customer & Employee Management | Scoop.it
Intranet is an internal website to help employees get more done. While associated with large enterprises, cloud-based solutions help any business benefit.
Russ Merz, Ph.D.'s insight:
Looking for an intranet platform? Here are 10 which may help your business get more done.
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ClickOnix Media Inc.'s curator insight, January 21, 12:24 AM

Intranet is an internal website to help employees get more done. While associated with large enterprises, cloud-based solutions help any business benefit.

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5 NPS Myths and How to Overcome Them | CustomerThink

5 NPS Myths and How to Overcome Them | CustomerThink | New Customer & Employee Management | Scoop.it
I rst heard of the Net Promoter Score from Fred Reichheld, one of its co-developers, in a talk he gave at a vendor conference. When he stated that “the NPS is the best predictor of business growth,” my interest was piqued. Why? I have never found evidence in my 20+ years of experience to support that statement. Since his talk and the release of his book on the same topic, I have conducted many studies to examine the merits of the NPS claims. Additionally, other researchers, from both industry and academia, have conducted research on the NPS. Our basic conclusions: the NPS claims are not true and there are a lot of problems with their research claims. My research addressed several issues surrounding the NPS claims, not just the original claim. Based on mine and others’ research, I present my list of 5 NPS myths. Additionally, I present evidence that debunks each myth as well as what you can do to improve how you measure customer loyalty. You’ll see that the NPS is not all that it’s cracked up to be.
Russ Merz, Ph.D.'s insight:
Are you using the Net Promoter Score (NPS) to manage your customer experience programs? Your efforts may be misguided by the weaknesses of the method as revealed in this article.
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9 signs it's time to resign a client

9 signs it's time to resign a client | New Customer & Employee Management | Scoop.it
Letting go of a “problem client” is an emotional experience.How to know when it's time to stay or let go? Here are 9 signs it's time to resign a client.
Russ Merz, Ph.D.'s insight:
How do you know when its time to resign from a client relationship? here are 9 signs.
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Customer Experience Analysis: How to Retain Your Customers [Infographic]

Customer Experience Analysis: How to Retain Your Customers [Infographic] | New Customer & Employee Management | Scoop.it
Customer Behavior - Studying your current customers can help you learn what to do today to retain more revenue tomorrow.
Russ Merz, Ph.D.'s insight:
How is your customer retention program working? If you are not analyzing your customer experiences then it is probably not working well--here's why.
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Top 10 skills you need for success in digital marketing - The Economic Times

Top 10 skills you need for success in digital marketing - The Economic Times | New Customer & Employee Management | Scoop.it
Even if you are not a graduate or have no understanding of technology, you can successfully acquire digital marketing skills as long as you are committed and passionate about digital media.
Russ Merz, Ph.D.'s insight:
Do you have the top 10 skills needed for success in digital marketing? See this article to find out.
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