Customer Experience Management posts, articles, and infographics

Social Media Co-Opts the Super Bowl

February 5, 2012 by Pam Dyer
with 17 views

Image courtesy of author's blog

With more than 100 million tuning in to watch each year, the Super Bowl has long been a mecca for advertisers. Brands have historically unveiled some of the best commercial spots of the year during the game, which they’ve kept under wraps for months. These ads are pricey; not only are production values high (read costly), but... [read more]

More Social Customer Engagement Models That Don't Suck

February 4, 2012 by Adam Metz
with 59 views

Ed. note: This is part of a series of excerpts from The Social Customer, the new guide to social customer acquisition, monetization, and retention by Adam Metz. For the first entry, go here. This installment continues Chapter 2: The “How” and “Where” of Engagement and the Four Social Customer Scenarios. Adam introduces two more... [read more]

Drink Up… This is How Listening Builds a Brand

February 3, 2012 by Keith Paul
with 35 views

When was the last time you acted upon recommendations from your customers? No, I mean you really acted. I like to make sport of calling out companies for botching their social media activities (see Chrysler and Starbucks). I seldom see awesome successes like Narragansett’s. And yes, I count it a success even though the ultimate... [read more]

Does Your Company Inspire Trust? How Online Communities Can Help!

February 1, 2012 by Vanessa DiMauro
with 31 views

The chief executive’s voice is no longer the trusted source for information about the company, the industry or service trends. Customers no longer look to executive leadership for vision and facts. [read more]

Rethinking Approaches to Customer Loyalty

February 1, 2012 by Mark Johnson
with 55 views

Photo by Joe Loong via Flickr

Bernard Chung, Director of Product Marketing of SAP guest-writes for Loyalty 360's State of the Industry series: In my work with forward-thinking enterprises around the world, it’s clear that customer loyalty is a top priority. The focus today is on customer centricity, and no wonder – not only are customers expensive to attract, but... [read more]

Is J.C. Penney Stuck With Stores?

January 31, 2012 by Denise Lee Yohn
with 19 views

Image courtesy of author's blog

New York Times’ Stephanie Clifford asked me for reactions to J. C. Penney’s recent presentation about the vision and path forward for the venerable chain. My comments were featured in her piece as follows: Denise Lee Yohn, a branding consultant, said that she was impressed with some of his ideas, but that Penney’s... [read more]

The Customer Experience Journey Continues … Getting Started!

January 31, 2012 by Mike Merriman
with 151 views

Image: Ronploof/Flickr(creative commons0

The scope and scale of your customer experience strategy is largely dependent on your goals and the business itself. Some strategies could be relatively easImage while others require a monumental effort. Regardless of the effort, there are some common CX themes. [read more]

Being Off Duty Doesn’t Mean You Aren’t Responsible for Customer Service (and More)

January 30, 2012 by Shep Hyken
with 71 views

Image by Mike Knell via Flickr

This may start out to sound like a rant, but it isn’t. It’s simply the set-up for the customer service lesson to be learned. I’m at an airport, working my way through the security line for about fifteen minutes. During this time, a number of flight attendants and airline personnel went ahead of me and everyone else,... [read more]

Nissan Embraces Social Media to Improve Customer Experiences and Foster Advocacy

January 29, 2012 by Brian Solis
with 339 views

In this episode of (R)evolution, Nissan’s David Mingle, Director of Customer Management and Erich Marx, Director of Marketing join me for a refreshing conversation about social media’s impact on business transformation, customer experiences, and building an adaptive business model to learn and evolve based on new opportunities. We... [read more]

Average Is Over: Time to Stand Out

January 27, 2012 by Dave Brock
with 100 views

Photo by Mike Gifford via Flickr

In a buyer’s world, where too many products are undifferentiated, where the differences between the companies that stand behind the products are relatively small, where quality is similar, where everything balances out–and on average they are the same, there are two things that stand out as real differentiators... [read more]

Finnair Delights Their Delhi-Bound Customers On India’s Republic Day!

January 26, 2012 by Andy Hanselman
with 68 views

Here’s how Finnair ‘delighted’ their Delhi-bound customers this morning. In a word, "Wow!" [read more]

Trust is Hard to Come by These Days

January 26, 2012 by Networked Insights
with 31 views

Image courtesy of author's blog

For years, I have kept tabs on the Edelman Trust barometer report, which comes out every January in Davos. And this year was no exception. After last year I figured this year's report could make an excellent gauge of the economy worldwide! Simply put, the report states: Trust is down in every industry and every country across the... [read more]

The Silent Exit of Poor Customer Service

January 25, 2012 by Douglas Hanna
with 305 views

Photo: Debs (ò‿ó)♪/Flickr

Typically an unhappy customer who perceives that attitude of indifference will tell eight to ten of their friends, coworkers or family members about their bad experiences, and one in five people will tell 20 others. [read more]

Creating Better Customer Experiences? BA Has An ‘App For That!

January 25, 2012 by Andy Hanselman
with 68 views

Image: Courtesy of author blog

Rather than use scrolls of papers with all the personal information about their customers, British Airways cabin crew members now have an ‘app which uploads up to the minute.information about their customers that allows them to create ‘personalised’ customer experiences. [read more]

A Different Take On Challenging Conversations

January 24, 2012 by Dave Brock
with 28 views

Image by Ian Bertram via Flickr

I’ve been writing a lot about changing the conversation, about challenging our customers, about getting them to think differently. A lot of readers have been sending me notes, asking for advice on how to do this. While I agree with many of the principles outlined in Challenger Selling and Provocative Selling, I take a little... [read more]

Connecting with the Next Generation of Consumers

January 23, 2012 by Max Gladwell
with 178 views

Photo Credit: Mobile Youth via author's blog

Research shows that SoLoMo (social + local + mobile) is the key to connecting with Generation Y The Next Web published an broad aggregation of research-based stats for Generation Y marketers. Following are the most relevant to highlights for multi-location brands seeking to connect with Generation Y (ages 13 – 24) and establish brand... [read more]

What Happens When The Customer Doesn’t Raise His Hand?

January 22, 2012 by Dave Brock
with 67 views

Photo by sweetenough via Flickr

There has been an important revolution in marketing thinking over the past years. The move from thinking about campaigns to rich content programs and nurturing is important. It recognizes something important, that customers want to learn, they want to be educated. These programs enable us to develop “relationships”... [read more]

Needles in Haystacks: Trying to Identify Social Customer Service Issues Without the Right Tools

January 20, 2012 by Joshua March
with 119 views

Photo: Walmart Stores/Flickr(creative commons)

As soon as you reach any kind of scale, using social platforms directly just isn’t a sensible option. We’ve thoroughly investigated the challenges faced by major companies in Facebook, but this single example illustrates the unique obstacle of social networks to customer service. [read more]

What Do You Call A Salesman You Can Trust

January 17, 2012 by Steve Reeves
with 75 views

How could you trust somebody who’s interests are exactly the opposite of yours? You shouldn’t, right? You weren’t born yesterday. [read more]

Ask Bland Questions? You’ll Get Pointless Results.

January 17, 2012 by Customer Thermometer
with 34 views

I recently met with a large residential cleaning company. They had been running an online customer satisfaction survey every year for 3 years and wanted to find a new way of doing things. In the spirit of co-operation, they shared their survey findings with me. What immediately struck me was - even though they asked... [read more]