Social enterprise and social customer care
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Rescooped by Andrew Cassidy from New Customer - Passenger Experience
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Customer Journey Maps | Social Media Today

Customer Journey Maps | Social Media Today | Social enterprise and social customer care | Scoop.it
How can you improve the customer experience if you don’t know what the journey is? Here's how to learn the true terrain your customers trek through just to buy your products or services.

Via Eric_Determined / Eric Silverstein
Andrew Cassidy's insight:

I'm a fan of customer journey maps. The mapping process itself can be a bit involved at times Here is a nice pragmatic overview.

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Eric_Determined / Eric Silverstein's curator insight, September 12, 2013 5:08 PM

As Jeannie highlights, the importance is to include them all before defining the final journey map.

 

This will then help you setup the right solutions and the right engagements at every touchpoint of this journey.

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The World’s Best Brands in Social Media Customer Care on Twitter

The World’s Best Brands in Social Media Customer Care on Twitter | Social enterprise and social customer care | Scoop.it
Our Q1 Socially Devoted Results are in! Can you guess which brands provide the best customer care through Twitter? Find out here!
Andrew Cassidy's insight:

Financial Services' adoption of social customer care picking up pace

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Rescooped by Andrew Cassidy from Social Media & Social CRM
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‘Social’ CRM rethought (part 1) – a stake in the ground moved

‘Social’ CRM rethought (part 1) – a stake in the ground moved | Social enterprise and social customer care | Scoop.it
This is the first in a 5 part series that revisits the evolving concepts behind CRM. It is an important addition to a subject that has become increasingly muddied by the introduction of social elements.

Via Fred Zimny, Andrea Vaugan
Andrew Cassidy's insight:

Lots of good stuff in this 5-part article! A good update to CRM at the Speed of Light.

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