Customers and employees are still underserved and underappreciated.
Some would say, in business, social media lost its way.
Others would argue social media failed to live up to the hype.
There are unfortunately still many examples of businesses not getting it, viewing or outsourcing it as a mere “marketing” function, and operating in siloes where social becomes anti-social by design.
Without purpose and collaboration, social will always be just another thing that businesses use to defer the inevitable…change.
Customer experience is meant to be evocative not reactive…
We are entering an era of customer-centricity, mostly because we have to. But also, because employing a customer focus is the right thing to do. I guess businesses lost their way at some point. Blame quarterly earnings. Blame technology. Blame politics. But over the years, we overlooked the importance of the “C” and “R” and instead scaled the “M” in CRM. It didn’t hurt that we found ways to save time and money in the process of promoting management, cost-control and efficiency over customer experiences.
There’s an oft-shared quote that I’d also love to share with you here, “If I had more time, I would have written you a shorter letter.” French mathematician, physicist, writer and philosopher Blaise Pascal essentially captured the essence of thoughtful and purposeful communication with a bold but confusing statement in 1657.
At first blush, his words almost seem counter-intuitive. I mean after all, how can spending more time writing a letter equate to its downsizing?
That’s the point.
Guest post by Rajat Paharia (@rajatrocks), founder and chief products officer, Bunchball and author of Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification
2015 promises to be The Year of Customer Experience. Companies around the globe are resolving to become more customer-centric because, as Brian lays out quite eloquently in his book:
“Now’s the time for an investment in something more than price, performance, or value. The future of business is about creating experience, products, programs, and processes that evoke splendor and rekindle meaningful and sincere interaction and growth.”
I’m a pretty private person usually. From time to time though, I share stories about my past to help others take their next step. This is one such case. Scott Steinberg is a good friend and the other of several books including his most recent title, Make Change Work for You. We chatted recently about lessons learned over the years.
I wanted to share our conversation with you here…
Scott Steinberg: You’ve been tremendously successful in your career. Would you call yourself an overnight success?
Consumers aren’t just going digital, they’re also becoming increasingly mobile. To them, mobile isn’t the second screen, it’s the first screen. Brands however, struggle to keep up with them and as a result, mobile strategies are off target or underwhelming.
This finding among many others is the result of new research conducted by my colleague Jaimy Szymanski and me. I’m proud to announce that the report, The Inevitability of a Mobile-Only Customer Experience, is available today for immediate download.
I didn’t set out to be an author, speaker or digital analyst/anthropologist. It just happened over the years.
When I was younger, I studied economics and journalism. I actively experimented in online marketing. I was also a musician/songwriter.
So, how did I get here?
I spent some time with my friends over at Onboardly to answer just that. I’d like to share the transcription of our conversation with you here…
These last few years have been an interesting ride. As fun as it has been, it is the next few years that will be the most telling and also transformative if all goes according to plan. As quickly as time flies, it’s important not to lose sight of the things that remind us of why we’re on this path together. I recently stumbled across a conversation with Eric Jacobson in which I shared what was driving me at the time…and for that matter, is still very much the core of much of my work today.
In April 2012, I wrote a piece that explored online social behavior and its impact on commerce and decision-making. The work was inspired by a series of studies based on the work of Robert Cialdini that identified six universal heuristics that shoppers use to make decisions.
Viginia Coutinho is a dear friend who just released a new book (in Portuguese) that helps strategists think differently about social media. She is also the organizer of Upload Lisboa, a fantastic event in Portugal that focuses on innovation and disruptive technologies. Earlier in the year, she surprised me by asking if I would consider writing the foreword. Even though I don’t write much about social media these days, I couldn’t let her down. Now that her book is available, I wanted to share the English version of the foreword with you here.
Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.
His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.