Posts Tagged ‘customer+service’

The 80s Called, They Want Their Contact Center Back

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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.

Only companies with impeccable customer service will survive the Zombie Apocalypse

Zombie_Loyalists

Guest Post by Peter Shankman, Author of Zombie Loyalists: Using Great Service to Create Rabid Fans

Imagine a world where decisions aren’t made based on anonymous reviews with no validation on sites like Yelp or TripAdvisor, but rather, through trusted sources in your own network.

Part 2: The Broken Link of Social Customer Service

Part Two. An edited excerpt of What’s the Future of Business, Changing the Way Businesses Create Experiences

In Part 1 of this series, The First Mile: The Broken Link of Social Media Customer Service, we reviewed the opportunities and challenges that face any business seeking to engage customers in social networks. To become customer-centric requires a culture that supports customer-centricity and an active investment in defining the first mile experience.

The First Mile: The Broken Link of Social Media Customer Service

 

Part One. An edited excerpt of What’s the Future of Business, Changing the Way Businesses Create Experiences

L.L. Bean: The importance of relationships in CRM and social in CSR

This is a story about the bond between a brand and a customer and the importance of relationships to do good things together…

Guest post by Steven Gadecki, Director of Digital Marketing at SONY Pictures Television – Follow him on Twitter

Businesses not Making the Pivot from Lip Service to Social Customer Service [infographic]

Social media changes everything. Marketing, sales, customer service, they’re no longer departments, engagement is now a way of business.

As the impact of social spreads through organizations, questions arise about the role social ultimately plays in customer service and overall customer experiences. For the past three years, good friend Brent Leary and the folks at Social Media Today have produced The Social Customer Engagement Index. It examines how companies are using social tools for customer service and, more importantly, how customers are responding.

A Critical Path for Customer Relevance, Part 2

With all of the momentum social media has earned over the years, the reality is that still today, it is very much siloed in marketing.  The aspiration of using social technology to build a social business is not yet within grasp. In many ways, social media is much more about media than it is about opening two-way channels for interaction where information, empathy, and resolution travel inward and outward with all parties walking away with a sense of value and affinity. For what is a relationship without benefit or bond?

Season 2 Finale: How Yamaha invests in new customer experiences

This is it…the Season Finale! And, what a way to end Season 2 of (R)evolution….

In this episode, Yamaha shares what is by far the most expansive view of disruptive technology’s impact on business infrastructure and culture on the show to date. What you’ll see is a genuine discussion with Jeff Hawley and Rick Williams of Yamaha explore how an already successful business is exploring new opportunities to better define the customer experience before, during and after transactions. It comes down to workflow. Nowadays, it either works for you or works against you. Here, Yamaha shares that it needed “to blow up” its existing systems and processes and “start over” to compete more effectively for the future.

How to Make Customer Service Matter Again Part 2

Part 13 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel.

These days, customer service seems to be a contradiction of words and intentions. Year after year, customers are appealing for attention, efficiency and a communicated sense of being appreciated. After all, what is the value of customer acquisition if retention itself isn’t valued? Now with social networks becoming the preferred channel of communication among connected consumers, businesses are losing ground and faith. The reality is that customers will share their experiences whether positive or negative and they will influence the decisions of others. The question is, how are you changing your service model to shape and steer experiences that deliver value to customers and also back to your business?

How to Make Customer Service Matter Again Part 1

Part 12 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel.

Over the years, customer service has been something of a paradox within the organization. The name itself inspires dedication to helping people. And while that is the intention of customer service professionals worldwide, customer service as a line item in business accounting has often placed it in the hands of outsourced organizations, under-qualified personnel, or in the hands of customers directly through self-service or automated technology. The mission of course is to improve profitability. It is what it is.

ABOUT ME

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. More so, he humanizes technology’s causal effect to help people see people differently and understand what to do about it. He is an award-winning author and avid keynote speaker who is globally recognized as one of the most prominent thought leaders in digital transformation and innovation.

Brian has authored several best-selling books including What’s the Future of Business (WTF), Engage! and The End of Business as Usual. His blog, BrianSolis.com, is ranked as a leading resource for insights into the future of business, new technology and marketing.

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