Customer Engagement
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Fast Company | Business + Innovation

Fast Company | Business + Innovation | Customer Engagement | Scoop.it
Fast Company inspires a new breed of innovative and creative thought leaders who are actively inventing the future of business.
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LinkedIn launches new one-stop shop for SMBs - ZDNet

LinkedIn launches new one-stop shop for SMBs - ZDNet | Customer Engagement | Scoop.it
ZDNet LinkedIn launches new one-stop shop for SMBs ZDNet Here's a new buzzphrase this morning, courtesy of LinkedIn: 2014 is now "the year of the social small business." Even though we're almost done with the first two months of the year, the...
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The Difference Between Call Centers and Customer Centers

The Difference Between Call Centers and Customer Centers | Customer Engagement | Scoop.it
When you think of call centers, the first image that comes to your mind is that of people sitting in neat rows, wearing headphones and answering customer calls. But what about contact centers? Is...
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The Small-Business Owner's Guide To Social Media

The Small-Business Owner's Guide To Social Media | Customer Engagement | Scoop.it
This social media guide can help you play to your strengths and focus on the channels and tactics that make the most sense for your business.
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Does Your Social-Media Strategy Involve Wasting Time on Idiots Like Me?

Does Your Social-Media Strategy Involve Wasting Time on Idiots Like Me? | Customer Engagement | Scoop.it
after a recent, wry exchange with ihop on twitter, simon dumenco wonders just how responsive brands really need to be.
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Google+ Embedded Posts, Explained -- InformationWeek

Google+ Embedded Posts, Explained -- InformationWeek | Customer Engagement | Scoop.it
Google's social network becomes friendlier with third-party websites.
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How Facebook Makes Us Unhappy

How Facebook Makes Us Unhappy | Customer Engagement | Scoop.it
No one joins Facebook to be sad and lonely. But a new study argues that that’s exactly how it makes us feel…
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The CRM Of The Future Will Recommend New Customers To You Automatically

The CRM Of The Future Will Recommend New Customers To You Automatically | Customer Engagement | Scoop.it
"No Software." Before Salesforce, CRMs were clunky, poorly designed, and expensive. Companies looking to build efficient sales teams had to buy Siebel, SAP, or one of the other vendors with huge hardware and setup costs.
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MediaPost Publications Engaging Consumers In A Multi-Screen World 09/06/2013

MediaPost Publications Engaging Consumers In A Multi-Screen World 09/06/2013 | Customer Engagement | Scoop.it
Engaging Consumers In A Multi-Screen World - 09/06/2013
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General Motors Company : GM Transforms Call Centers

General Motors Company : GM Transforms Call Centers | Customer Engagement | Scoop.it

In another effort to provide the best customer experience in the industry, General Motors is changing the way its customer call centers operate, staffing Customer Engagement Centers with expert advisors who reach out to new owners to answer questions and are empowered to resolve most issues on the spot.

"We're not waiting for customers to come to us," said Alicia Boler-Davis, vice president of Global Quality and U.S. Customer Experience.  "We proactively reach out to offer support and open a dialogue with our Chevrolet, Buick, GMC and Cadillac customers. This includes our social media team interacting on Facebook, Twitter and popular vehicle forums to offer assistance."

  

 


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Advancing Contact Centers to Customer Engagement Centers - NewsFactor Network

Advancing Contact Centers to Customer Engagement Centers - NewsFactor Network | Customer Engagement | Scoop.it
Advancing Contact Centers to Customer Engagement Centers NewsFactor Network Many simple call centers have evolved out of necessity into full-blown, multi-channel contact centers, and are now making the transition to customer engagement centers,...

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Human-2-Human: A Personal Reflection on Service, Experience and CRM

Human-2-Human: A Personal Reflection on Service, Experience and CRM | Customer Engagement | Scoop.it
Reflecting On Some Of My Recent Experiences Be a human, bring out each other’s humanity. - Abdul Sattar Edhi Recently, I went to a new hairdressers and a young lady 'worked' on me.  Whilst she work...
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3 Steps to Making the CX Better for Utilities Customers | Loyalty360.org

3 Steps to Making the CX Better for Utilities Customers | Loyalty360.org | Customer Engagement | Scoop.it
According to Wikipedia, “Utility is usefulness, the ability of something to satisfy needs or wants.” Yet for many utilities sector customers, including those for services like electricity, gas, and water, the wikipedia definition of the word utility may not be one they’d use in describing their Customer Experience (CX). Too often, the CX for Utilities is complex, disjointed and time-consuming, making it difficult to satisfy customers’ needs.

There is good news! According to the ACSI report for Energy Utilities in 2013, “Customer satisfaction with electric and gas utilities continues to climb, although the pace of improvement has slowed.”
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Picturing Your Social Business In 2020 - InformationWeek

Picturing Your Social Business In 2020 - InformationWeek | Customer Engagement | Scoop.it
What will a social business look like seven years from now? For starters, the CIO will have a transformed role.
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10 Questions to Ask When Creating a Social-Media Marketing Plan

10 Questions to Ask When Creating a Social-Media Marketing Plan | Customer Engagement | Scoop.it
What you need to know when crafting an effective social strategy for your startup.
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Who's afraid of the big, bad work phone?

Who's afraid of the big, bad work phone? | Customer Engagement | Scoop.it
Bosses have a message for younger employees: Get off email and pick up the phone. Some are bringing in consultants to help staff start to use the telephone more for work.
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Five Personal Characteristics of a Truly Consultative Sales Person

Five Personal Characteristics of a Truly Consultative Sales Person | Customer Engagement | Scoop.it
Whether someone carries a sales bag or not for a living, everyone’s individual success in life is directly or indirectly correlated with successful sales efforts.
Tracy Thompson's insight:

Golden Gate BPO Managing Partner, Stephen Ferber, provides an interesting overview of the consultative sales process. 

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Customer Intimacy, Meet Operational Excellence

Customer Intimacy, Meet Operational Excellence | Customer Engagement | Scoop.it
The art is in optimizing apparent opposites simultaneously.
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Your Facebook Posts, Gift-Wrapped In Identity, Will Soon Be Given To Marketers | TechCrunch

Your Facebook Posts, Gift-Wrapped In Identity, Will Soon Be Given To Marketers | TechCrunch | Customer Engagement | Scoop.it
Facebook knows what you talk about, just like Twitter. But its edge is that it also knows who you are.
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Social Media Usage Up 800% For US Online Adults In Just 8 Years

Social Media Usage Up 800% For US Online Adults In Just 8 Years | Customer Engagement | Scoop.it
Who remembers 2005? Star Wars: Episode III - Revenge of the Sith was in theaters and while you may have heard of Facebook, you had no clue what a Tweet was. Oh how times have changed for since the year 2005, the number of online U.S.
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The beginnings of the CRM Customer Engagement Center

The beginnings of the CRM Customer Engagement Center | Customer Engagement | Scoop.it

Via Rosetta Carrington Lue
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Contact Centers: Why Customer Engagement Initiatives Fail

Contact Centers: Why Customer Engagement Initiatives Fail | Customer Engagement | Scoop.it
Many contact centers today still take customer calls with little understanding of the business value customers represent to the larger company.
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