Customer Engagement
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The Customer Experience Is Everyone’s Business

The Customer Experience Is Everyone’s Business | Customer Engagement | Scoop.it
Smart brands know that everyone owns the customer experience. Columnist Katy Keim discusses the steps to becoming a truly customer-focused brand.
Darcy Bevelacqua's insight:

Listening and understanding customers also needs to nclude social media listening, customer surveys, web and mobile analytics and customer identity managment. Only then can you define the common personae and create the business rules to drive the experience. Also missing from the article is the idea of customer journey mapping to identify pain points and measure progress over time. 

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Connecting employee and customer engagement - HRmagazine.co.uk

Connecting employee and customer engagement - HRmagazine.co.uk | Customer Engagement | Scoop.it
HRmagazine.co.uk
Connecting employee and customer engagement
HRmagazine.co.uk
Engagement and customer experience needed to be improved in tandem – and not treated as separate silos.
Darcy Bevelacqua's insight:

THe only way to imporve the customer experience is to be sure you understand what is happening from the customer and the employee point of view. Use this data to craft new solutions that benefit both. 

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Which factors contribute to an excellent customer experience?

Which factors contribute to an excellent customer experience? | Customer Engagement | Scoop.it
In the early days of ecommerce customer acquisition and retention largely focused on selling products at the lowest possible price.

Via Alexandre Guapyassu
Darcy Bevelacqua's insight:

Customer experience is more than delivering a good website. You still need to integrate your content with your strategy and deliver a unique experience that can surprise and delight's customers. 

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Darcy Bevelacqua's curator insight, February 27, 2015 10:38 AM

Creating a great customer experience requires more than a website whichi works. You still need to deliver on the brand promise , while you produce excellent content that enagages and delights. 

Wafa Hammedi's comment, March 4, 2015 6:53 AM
This is great to discuss in class. sharing an Overview about these factors with students will be great ! Thx again Axel for insights!
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The Bar Is Higher Than Ever For Customer Experience | Loyalty Lab ...

The Bar Is Higher Than Ever For Customer Experience | Loyalty Lab ... | Customer Engagement | Scoop.it
Customer experience is going through rapid change. At the Forrester East Coast Customer Experience Forum in New York, the hot topic—and even the title of the conference—was “Why Good Enough Is Not Good Enough.
Darcy Bevelacqua's insight:

Customer Experience is more important than ever and should be considered when you are designing your loyalty programs. 

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Customer Experience Happens To You Not Because of You...But It Doesn't Have to Be That Way - Brian Solis

Customer Experience Happens To You Not Because of You...But It Doesn't Have to Be That Way - Brian Solis | Customer Engagement | Scoop.it
Customer Experience Happens To You Not Because of You…But It Doesn’t Have to Be That Way http://t.co/sE4m0GVnIc #GDI#webdesign
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How to Enhance Customer Experience With Social Media

How to Enhance Customer Experience With Social Media | Customer Engagement | Scoop.it
Do you have happy customers? In this article, you'll learn five ways to use social media to improve your customers' experience with your business.
Darcy Bevelacqua's insight:

Engaging customers, showing gratitude, listening to feedback and resolving issues is central to a better customer experience. The hhard part will be creating a customer experience culture that maintains these habits. 

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5 Ways Company Culture Can Improve Your Customer Experience

5 Ways Company Culture Can Improve Your Customer Experience | Customer Engagement | Scoop.it
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...
Darcy Bevelacqua's insight:

Customer Experience is everyone's job at a company. Companies need to do a better job of on boarding, educating and training on what is good customer experience. The employee experience definately impacts the customer experience. Recognize and reward employees for doing the "right" thing and tell their stories to reinforce the culture. 

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The Coming Convergence of Social Media and Customer Experience | Convince and Convert: Social Media Strategy and Content Marketing Strategy

The Coming Convergence of Social Media and Customer Experience | Convince and Convert: Social Media Strategy and Content Marketing Strategy | Customer Engagement | Scoop.it
Julie Hopkins, Research Director at Gartner, joins the Social Pros Podcast for the last podcast of 2014 to discuss the growth of and competition for budget in digital marketing, the rise of the generalist, and the incredible shift in customer...

Via Kamal Bennani
Darcy Bevelacqua's insight:

Social media is about customer engagement and customer experience. The quality your cusotmer's expect is not related to thier experienecs with your company. Instead it is driven by thier experiences with all the other companies they do business with. 

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How to Use Customer Experience Maps to Develop a Winning Content Marketing Strategy - Copyblogger

How to Use Customer Experience Maps to Develop a Winning Content Marketing Strategy - Copyblogger | Customer Engagement | Scoop.it
With customer experience maps, you can learn from the customer's perspective. The craft your content marketing strategy from data analysis and storytelling.
Darcy Bevelacqua's insight:

Creating superior customer experiences is very difficult-using maps can help you pinpoint problems and create more consistent communicaitons. 

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10 Leadership Steps To Transform Your Customer Experience Culture (And Day To Day Customer Service)

10 Leadership Steps To Transform Your Customer Experience Culture (And Day To Day Customer Service) | Customer Engagement | Scoop.it
Here are 10 things that are important to get right as a leader if you're intent on transforming your customer experience and the culture that supports and sustains it. 1.
Darcy Bevelacqua's insight:

Customer experience requires you look across the experience at all the touchpoints to be sure you have a connected experience. Every gap makes the experience less unique and special. 

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