Customer Interactions
32 views | +0 today
Follow
Customer Interactions
Everything you always wanted to read about customer interactions and more
Your new post is loading...
Your new post is loading...
Scooped by Geert Antheunis
Scoop.it!

10 Customer Service Statistics Your Call Center Needs to Know

10 Customer Service Statistics Your Call Center Needs to Know | Customer Interactions | Scoop.it
Be known for delivering amazing customer service by understanding these 10 important statistics.
Geert Antheunis's insight:

Great to see that everything we believe in and achieve, is being more and more backed up by facts and figures from elsewhere!

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Sir Terry Leahy: Brands are failing the omnichannel customer | MyCustomer

Sir Terry Leahy: Brands are failing the omnichannel customer | MyCustomer | Customer Interactions | Scoop.it
The former CEO of Tesco explains why retailers must adopt a data-driven approach to relationships.
Geert Antheunis's insight:

That's a very good point: "Whether it's via mobile, on the computer, a virtual display or a real store, they want you to be ubiquitous but under their control so that if they need you they can use you."

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Audi of America Redefines Its Customer Experience | Loyalty360.org

Audi of America Redefines Its Customer Experience | Loyalty360.org | Customer Interactions | Scoop.it
Audi of America wants to be known as the No. 1 luxury automaker in the U.S.
Geert Antheunis's insight:

As is previously stated somewhere. It's about the people, the process, the people, the technology, the people. Kudos to Audi for paying such attention to the people aspect.

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Why CMOs need to subscribe to a new marketing economy - CMO

Why CMOs need to subscribe to a new marketing economy - CMO | Customer Interactions | Scoop.it
CMO Why CMOs need to subscribe to a new marketing economy CMO The economic shift from transaction-based purchasing to subscription models has huge implications on how marketers interact with their customers, as well as perform their role as...
Geert Antheunis's insight:

Not only marketing will have to deal with the customer lifecycle. This is a change that will resonate throughout the whole of the company.

more...
No comment yet.
Rescooped by Geert Antheunis from Customer Experience Excellence Best Practices
Scoop.it!

The Customer Experience Journey

The Customer Experience Journey | Customer Interactions | Scoop.it
I'm thrilled to announce that we just published a new Forrester report called The Customer Experience Journey. This is the culmination of several months of research where I looked into how companie...

Via Rosetta Carrington Lue
Geert Antheunis's insight:

Or in other words: you need a model to optimise CX. 

We have developed an optimisation model for Customer Interactions. Would be nice to study how those 2 interact...

more...
Rosetta Carrington Lue's curator insight, July 1, 2013 5:13 PM

Love the graphic display of the five stages of the customer experience journey.

Hans-Juergen Schmolke's curator insight, October 23, 2015 11:46 AM

Wem derzeit noch nicht klar ist, dass am Ende eines erfolgreichen Customer-Experience-Programms der Kunde in das Unternehmen "eingebettet" sein wrid, dem wird hier gezeigt, warum das zwingend so ist. Hilft uns diese Einsicht heute? Vielleicht hilft sie Forrester als Autoren der Studie, die ihr zugrunde liegt. Aber eine gute Hypothese hilft zumindest der Diskussion. 

Scooped by Geert Antheunis
Scoop.it!

Email Is Crushing Twitter, Facebook for Selling Stuff Online | Wired Business | Wired.com

Email Is Crushing Twitter, Facebook for Selling Stuff Online | Wired Business | Wired.com | Customer Interactions | Scoop.it
Despite the hype around social media marketing, a relatively antique tech appears to be far more important for selling stuff online.
Geert Antheunis's insight:

Toch wel opvallend dat de goeie ouwe email het nog uitstekend doet. SEO is ook nog z'n investering waard...

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

3 Places Your Customer Experience Is Lacking - AllBusiness (blog)

3 Places Your Customer Experience Is Lacking - AllBusiness (blog) | Customer Interactions | Scoop.it
3 Places Your Customer Experience Is Lacking
AllBusiness (blog)
Your business relies on its customers in order to survive; survival hinges on making customers happy and keeping them happy over the long term.
Geert Antheunis's insight:

Imagine a tool (and processes!) that can bring people together to address all these issues. Can't be done. Yes we can!

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Realizing the Benefits of the Internet of Everything for Customer Experience, Part 2 ‘Design Thinking’ the Customer Experience of the Future

Realizing the Benefits of the Internet of Everything for Customer Experience, Part 2 ‘Design Thinking’ the Customer Experience of the Future | Customer Interactions | Scoop.it
The early days of the Internet were a heady time of reimagining, rethinking, and, in effect, “e-enabling” a staggering range of business processes.
Geert Antheunis's insight:

Really like the idea of creating services and products that "resonate". Such a powerful word.

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

CMOs Believe Interaction Management Tools Essential to Delivering Best Customer Experience

CMOs Believe Interaction Management Tools Essential to Delivering Best Customer Experience | Customer Interactions | Scoop.it
9 in 10 CMOs say they are personally responsible for the overall customer experience for their brand, according to a recent report [download page] from Neolane and The CMO (CMOs Believe Interaction Management Tools Essential to Delivering Best Customer...
Geert Antheunis's insight:

Nice to read since we at Cnext specialise in building and executing customer interaction strategies.

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

7 Precepts of Keeping Your Customers Happy In Business - Business 2 Community

7 Precepts of Keeping Your Customers Happy In Business - Business 2 Community | Customer Interactions | Scoop.it
7 Precepts of Keeping Your Customers Happy In Business http://t.co/eojAtEgPvg
Geert Antheunis's insight:

Some good old-fashioned commom sense never goes stale...

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Why Your CRM Data Needs to Go Social - 1to1 Media

Why Your CRM Data Needs to Go Social - 1to1 Media | Customer Interactions | Scoop.it
Why Your CRM Data Needs to Go Social 1to1 Media Further, social media is providing business leaders with essential information that they can use to learn more about their customers and prospects both to help in acquisition efforts and also to...
Geert Antheunis's insight:

Only last week we showcased (amongst others) the integration of MSDynamics CRM and Parrot to quickly show a possible client of ours what Social CRM could be about.

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Focus On Value Creation For Customers Drives Growth Of Contact Centre ... - Biztech2.com

Focus On Value Creation For Customers Drives Growth Of Contact Centre ... - Biztech2.com | Customer Interactions | Scoop.it
Focus On Value Creation For Customers Drives Growth Of Contact Centre ...
Geert Antheunis's insight:

Blending is indeed a trend that we see more and more...

more...
No comment yet.
Rescooped by Geert Antheunis from The Jazz of Innovation
Scoop.it!

How business models shape customer experience – a tale of two brands

How business models shape customer experience – a tale of two brands | Customer Interactions | Scoop.it

US Airways and Kimpton Hotels both compete in very crowded market spaces where price can make the difference in a consumer’s final selection.  But one of them knows how to move beyond price to compete on experience and the other doesn’t.


Via Peter Verschuere
Geert Antheunis's insight:

It's all about the people, the process, the people, the technology, the people. (credits due to the ITSkeptic)

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

The Distraction of Data: How Brand Research Misses The Real Reasons Why People Buy

The Distraction of Data: How Brand Research Misses The Real Reasons Why People Buy | Customer Interactions | Scoop.it
Along with sales, marketers primarily gauge their performance by measuring awareness and brand attributes ratings in surveys. And this seems to make sense.
Geert Antheunis's insight:

Will be very interesting to see wether technological innovations like eg. Google glass will be able to pick up on these kinds of associations... Interesting times ahead!

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Customer Experience: The CIO And CMO Roles - Customer Intelligence Matters

Customer Experience: The CIO And CMO Roles - Customer Intelligence Matters | Customer Interactions | Scoop.it
Customer Experience is changing the roles of the CIO and CMO. What's driving this change and who's going to lose out?
Geert Antheunis's insight:

Business and IT...better together! :-)

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

The smartphone and the customer journey: a Google perspective ...

The smartphone and the customer journey: a Google perspective ... | Customer Interactions | Scoop.it
And, of course, phones call. Using click-to-call in AdWords campaigns will enable mobile customers to easily get through to your call centre. The ad can be set to display during call centre opening times.
Geert Antheunis's insight:

Google's kijk op de mobiele interacties (redux).

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Value Proposition Canvas: How to Understand Your Customers' Needs

Value Proposition Canvas: How to Understand Your Customers' Needs | Customer Interactions | Scoop.it
Use the value proposition canvas to understand how you can best provide whatever it is your customer needs or desires. (Value Proposition Canvas: Understanding Your Customer's Needs!
Geert Antheunis's insight:

Business Model Generation. Een must-read.

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Selling Social - SiteProNews

Selling Social - SiteProNews | Customer Interactions | Scoop.it
Source: Selling Social: How Companies Are Connecting with Social Media
Geert Antheunis's insight:

Selling social... Maar zoals in de vorige link al aangetoond niet zozeer om te verkopen. Vooral een kanaal om visibiliteit te verhogen.

Ook opvallend dat blogging nog zo hoog in de lijst staat.

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Maak social media meetbaar: de 8 beste KPI's - Frankwatching

Maak social media meetbaar: de 8 beste KPI's - Frankwatching | Customer Interactions | Scoop.it
Welke KPI's kun je definiëren om de resultaten van je social media-inspanningen op een relevante manier door te meten? Acht bruikbare tips.
Geert Antheunis's insight:

Mooi overzicht van direct hanteerbare KPI's. Food for thought.

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

New Research: You're Doing Customer Experience Innovation Wrong

New Research: You're Doing Customer Experience Innovation Wrong | Customer Interactions | Scoop.it
Companies are striving for market differentiation but aren't getting results. Here's why.
Geert Antheunis's insight:

Kerry Bodine hits the nail on the head (once again).

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

The Customer Journey to Online Purchase – Think Insights – Google

The Customer Journey to Online Purchase – Think Insights – Google | Customer Interactions | Scoop.it
The Customer Journey to Online Purchase: an interactive infographic that explores typical customer behavior to improve marketing programs.
Geert Antheunis's insight:

Some facts and figures.

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Chief Customer Officer: 4 Checks to Determine if You Are Ready for One

Chief Customer Officer: 4 Checks to Determine if You Are Ready for One | Customer Interactions | Scoop.it
It has been more than two years since Forrester first heralded the arrival of the Chief Customer Officer (CCO).
Geert Antheunis's insight:

C-level engagements and the strategy debate...

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Free Gartner Research: Digital Marketing Transit Map

Free Gartner Research: Digital Marketing Transit Map | Customer Interactions | Scoop.it
Navigate the #digitalmarketing landscape with this free map from @Gartner_inc http://gtnr.it/14I0qh7
Geert Antheunis's insight:

Very nice!

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

6 Customer Service Trends to Watch in 2013 - Business 2 Community

6 Customer Service Trends to Watch in 2013 - Business 2 Community | Customer Interactions | Scoop.it
6 Customer Service Trends to Watch in 2013 by @parature #custserv http://t.co/oV45Fgjn5Z via @B2Community
Geert Antheunis's insight:

Yep, I see them happening right now...

more...
No comment yet.
Scooped by Geert Antheunis
Scoop.it!

Learning Live | Kluwer Learning Blog

Learning Live | Kluwer Learning Blog | Customer Interactions | Scoop.it
Geert Antheunis's insight:

Blog from one of our partners, Kluwer, about the power of learning and cross-channel knowledge sharing. Absolutely relevant in any line of business and certainly customer interactions.

more...
No comment yet.