Community Experience Management posts, articles, and infographics

To Ignite Your Customers, Fire Up Your Employees

May 8, 2012 by Sheridan Orr
with 87 views

The connected customer can find anything they want. Your employees can differentiate the experience and your brand. [read more]

The future of TV is more than social, it’s a multi-screen experience that needs design

May 7, 2012 by Brian Solis
with 287 views

Image Credit: Shutterstock

Many of you don’t know, but I ran some very interesting social experiments with top networks and programs for several years. The driving questions at the time are still more than valid today. How do you expand the reach of a network, program or personality beyond the reach of the existing audience? And, how do you use social media to drive tune-in? [read more]

The Elegance of Simplicity: Creating Experiences the Drive Purchase

May 7, 2012 by Sheridan Orr
with 50 views

When I talk to customers about why they don’t like self-check out, it isn’t because they are craving interaction with a person. They tried it the first time because they wanted to save time. Their frustration comes more from the fact that it complex and confusing –so much so that they’d rather wait in line. [read more]

Do Facebook ‘Likes’ Mean Loyal Customers? [Infographic]

May 4, 2012 by Luke Brynley-Jones
with 277 views

The top motivation for ‘liking’ a brand’s Facebook page is because you are a loyal customer, but brands are failing to engage these customers and are missing the opportunity to deepen their relationship. Only 1.3% of ‘fans’ actually engage with the brands they ‘like’. [read more]

The New Way to Segment For a 6x Greater Return

May 4, 2012 by Esteban Kolsky
with 45 views

Image: S.john /Shutterstock

As I was doing research for a deck I did on long tail CRM, I found a case study that was too good to pass up. I have been using it for the past few weeks in presentations and talks, but wanted to get your thoughts. [read more]

What Do You Really Want? Get Smart with Social Media Contests

May 4, 2012 by Mila Araujo
with 88 views

I have seen far too many contests pop up, and for the most part, they seem to have very little strategy behind them. The ones that were well crafted stood out and through the contest process helped develop the relationship and encouraged brand loyalty. Here are key points necessary to crafting a contest that will not only benefit the winner, but the community and the brand as well. [read more]

Customer Engagement Increases by 275 Percent on Foursquare Day

April 20, 2012 by Max Gladwell
with 31 views

The third annual Foursquare Day (4sqDay) was celebrated on April 16th (4/4^2) which coincided with foursquare’s announcement that it has surpassed 20 million users and recorded a staggering 2 billion check-ins. This year, in preparation for 4sqDay, over 700 meetups were planned in communities around the world at local plazas, cafes, pubs and bars where friends and fans of foursquare came together to socialize, network and check in [read more]

20 Tips on How to Deliver an Amazing Customer Service Experience

April 4, 2012 by Shep Hyken
with 371 views

Image: iQoncept /Shutterstock

An amazing customer service experience comes down to this: Sell a product or service that works and be nice to the customer about it. It’s that simple. [read more]

Who Owns Your Social Media Customer Service?

March 30, 2012 by Lindsay Morrison
with 66 views

Who should define your social media customer service strategy? Should it be the Marketing department who owns all the content linked to your brand or should it be the customer services department whose aim is to find and resolve customer concerns? [read more]

Top 10 Call Center Trends for 2012

March 30, 2012 by Omar Zaibak
with 410 views

Photo: suravid/shutterstock

As the call center industry continues to evolve, here are 10 trends to watch out for in 2012. [read more]

Customer Delight By Royal Appointment!! Lessons From Her Majesty!

March 26, 2012 by Andy Hanselman
with 79 views

John and Frances Canning were married at Manchester Town Hall on Friday and Queen Elizabeth called in to see them! There are some great learning lessons from Her Royal Highness that we can all learn from! [read more]

Getting to Business Value Through Gamification

March 21, 2012 by Esteban Kolsky
with 50 views

Photo: VFS Digital Design/Flickr(creative commons)

For the organization it is definitely not only about bringing the user back through play to participate more – it is far more valuable to be able to study the actions and outcomes while users are in the site. Indeed, the value of identifying a user, their knowledge, their likes and dislikes, then follow them in their online work, and use that information to create better profiles, better knowledge, and better experiences is nearly invaluable. [read more]

Is Community Management Strategic?

March 21, 2012 by Rachel Happe
with 70 views

So back to the question – is community management strategic? It is perhaps the wrong question. Is community management strategic in a specific organization is a much better question. Right now, the answer for most organizations is no. Community managers are all too often hired to ‘deal with people online’. [read more]

Can Your Startup Succeed Like Pinterest? Only If You Understand People

March 15, 2012 by Chris Bailey
with 41 views

Pinterest doesn’t just want to build apps for customers…it wants to create experiences with them. You can’t do that by sitting in a cube imagining how a customer might use your product. [read more]

Stop Making Mistakes with "Social Media" Mistakes

March 13, 2012 by Customer Mgmt IQ a division of IQPC
with 144 views

Even as business media professionals grow more savvy in their understanding of social media, it is staggering to see how few presently understand its role within the context of the corporation. [read more]

Einstein, Simplicity and Your Customers

March 12, 2012 by Mitch Lieberman
with 434 views

Image: lowdensitylifestyle.com

Reducing complexity to simplicity is…well, not so simple. As I look around the technology landscape, the obvious examples of this jump out, Apple is the poster child, but that is too easy. Let’s consider your customers. [read more]

Enterprise Social Networking is More Than Facebook Behind a Firewall

March 9, 2012 by Brian Solis
with 190 views

We see everyday what’s possible with social networks for improving customer engagement and experiences? Can the same be done with internal social networks for improving employee engagement and experiences? [read more]

Customer Experience And Silos

March 5, 2012 by Dave Brock
with 170 views

We organize our companies by function–sales, marketing, customer service, finance, manufacturing, development, and so on. I suppose the management science gurus thought it the most efficient way to organize and run a company. Each function has their goals and performance measures, each naturally optimizes what they do to... [read more]

Community vs. Social: Does It Matter What You Call It?

February 24, 2012 by Maria Ogneva
with 70 views

Image: D Sharon Pruitt/Flickr

Based on articles I’ve been reading lately in mainstream and tech blogs alike, it seems that there’s a major lack of understanding around community management. I personally don’t care what you call it, as long as you do it, but various articles, contests and job descriptions make me think that most people think that community managers... [read more]

Create a Customer Service Board of Directors

February 22, 2012 by Shep Hyken
with 100 views

This board can have a powerful impact on your company. Let this customer service savvy group of people brainstorm your current problems and opportunities. Let them come up with ideas and flush them out for relevancy. They will become your think-tank and should deliver ideas that range from simple to complex. [read more]