Studying the impact of innovation on business and society

Tag: customer+service

CBT Automotive Network Features Brian Solis in An Article on The Auto Industry and the “On-Demand Society”

CBT Automotive Network Features Brian Solis in An Article on The Auto Industry and the “On-Demand Society”

Solis is prominently mentioned in an article on the CBT Automotive Network by Glenn Pasch entitled, “Is the automotive industry forgetting how to connect?” The author begins his piece by mentioning pundits who are talking about the new face of business – technology, connectivity, speed and customization. He then writes, “I was listening to a podcast from Brian Solis and he mentioned the term ‘On-Demand Society’ while discussing Uber and its effect on not just business, but the economy in…

The Much Overdue Rise of Experience and Service Innovation

The Much Overdue Rise of Experience and Service Innovation

The number of fantastic experiences we have with businesses in moments of truth, usually in time of need and help, are so isolated, that we tend to remember and talk about them over and over again. Most of the time, when we need support, the cumulative experience is nothing short of abysmal. In most cases, we have to schedule time and work up the nerve to contact the companies we give money to just to gain some level of already expected…

Brian Solis Shares How Innovation Can Transform Your Brand With Retail Touchpoints

Brian Solis Shares How Innovation Can Transform Your Brand With Retail Touchpoints

In an interview with Alicia Esposito of Retail Touchpoints that appeared on the Salesforce blog, Solis focused on transforming your brand in commerce, marketing, customer service and even holiday readiness. First, he discusses the “experience economy,” a phrase coined by Joe Pine and James Gilmore in their book The Experience Economy. Solis said, “Today, your brand is defined by the experiences people have and share, which is completely different than in the past. If people are going to have an…

For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer

For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer

For decades, businesses used technology to distance themselves from customers. Systems and processes helped companes automate, grow and scale transactions and service. Moving forward, we have to explore technology and service innovation to deliver against the experiences customers value versus building updated solutions on top of existing paradigms. Innovation is all the work you do to conform to expectations and aspirations of people as they evolve instead of making them conform to your legacy perspectives, assumptions, processes and metrics of…

How to Transform Digital Customer Experiences for the Connected Customer

How to Transform Digital Customer Experiences for the Connected Customer

Digital transformation is only becoming more prominent in driving business modernization. Yet today, it is rarely designed, led and managed as one, sweeping, coordinated effort across the enterprise. Eventually companies get there as outlined in “The 6 Stages of Digital Transformation.” But, most of the time it starts disparately in pockets across the organization. Many business units learn and progress independently before regrouping with the rest of the organization to then move in unison and with purpose. This is why the…

How to Know if You Care About Your Customers Enough

How to Know if You Care About Your Customers Enough

Guest post by Jay Baer (@jaybaer), author of the new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, Let‘s face it: choosing whether or not you hug your haters isn‘t about you knowing how to do so, it‘s about whether doing so aligns with the values of your business. The great paradox Every company says that customer satisfaction is their most important objective, yet their actions demonstrate otherwise. It‘s a paradox, but I find companies that…

The 80s Called, They Want Their Contact Center Back

The 80s Called, They Want Their Contact Center Back

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…

Only companies with impeccable customer service will survive the Zombie Apocalypse

Only companies with impeccable customer service will survive the Zombie Apocalypse

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. Imagine that world is automatic – If you want to take a vacation in Fiji, you don’t have to ask which of your friends have gone, you simply start searching for Fiji – on any…

Part 2:  The Broken Link of Social Customer Service

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 of customer engagement is a post-commerce or…

1 2 3 5
Join Our Mailing List

You have Successfully Subscribed!

Stay Connected
Twitter