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Currently viewing the category: "Customer Experience"

Customer Service in 2012 and Beyond Technology..

On December 9, 2011 By Wim Rampen
We do not need more technology to help us squeeze the last drop of operational excellence out of our front-line service staff, We do not need large investments in Social tooling (for one, most of it is not that expensive) and Customer Service managers ...
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Customer Service Done Right In 10 Easy Steps – Step 10

On December 5, 2011 By Kate Leggett (Forrester Research)
We live in a world of increasing complexity: increasing number of communication channels, explosion of social data, intertwining of sales, marketing and customer service activities, growing amount of information and data that customer service agents ne...
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Customer Service Done Right In 10 Easy Steps: Step 10

On December 5, 2011 By Kate Leggett (Forrester Research)
We live in a world of increasing complexity: an increasing number of communication channels, an explosion of social data, the intertwining of sales, marketing, and customer service activities, and a growing amount of information and data that customer ...
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6 CRM Steps to Great SEx

On December 1, 2011 By Mike Boysen
Stairway-To-Success

I’ve had this one up on my board for months!

Over in the Accidental Community we discuss CRM, Social CRM, Enterprise 2.0 and everything that ties them together…sometimes. In this case we were, and I thought it was worth sharing a very important contribution to the discussion. The topic was Social Experience Design [...]

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The Phone, It Still Matters in this Social, Cross-Channel World

On November 22, 2011 By Mitch Lieberman
(This is an expanded post based on the original – with a bit of a teaser on survey results at the bottom) First talked about in 1844, written about again in 1854, patented (US) in 1876, argued about for another 10 years, connected across the US in 1915: The Telephone. We cannot forget the importance [...]
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Customer Service Done Right in 10 Easy Steps – Step 2

On November 8, 2011 By Kate Leggett (Forrester Research)
We all know that the gap between a customer's expectations and the service they receive is huge. Customers are increasingly knowledgeable about products, and demand value-added, personalized service. Businesses struggle with understanding what initia...
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Customer Service Done Right In 10 Easy Steps: Step 2

On November 8, 2011 By Kate Leggett (Forrester Research)
We all know that the gap between a customer's expectations and the service they receive is huge. Customers are increasingly knowledgeable about products and demand value-added, personalized service. Businesses struggle with understanding which initiati...
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Customer Experience; It does not Start nor Stop at the Door

On November 2, 2011 By Mitch Lieberman
(I am certainly not a food critic – but like most I do enjoy a positive dining experience; for a restaurant the experience is certainly greater than just the meal.) Being the socially connected type (think iPhone; Yelp. Foursquare, Facebook, Twitter, not High School or Tennis Club) my experience usually starts well before I get [...]
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Standardized and Automatic are not the same as Efficient and Consistent

On November 1, 2011 By Mitch Lieberman
Modern customers (aka Social Customer or 21st Century Customer) are demanding, multi-channel and empowered. Your customers, being modern, expect each experience to be positive, efficient and valuable. Finally, there is the desire that the brand experience will be consistent across the different points of interaction. That said, ‘consistent’ should not be confused with “the same” [...]
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You Can’t Create a Great Experience Without First Relating to Your Customers

On October 4, 2011 By Graham Hill

Original post: 2/23/2006

Look up the MSN Encarta Dictionary for the verb “experience” and you will find the following definition:

Have personal knowledge of something: to be exposed to, involved in, or affected by something Feel something: to feel a particular sensation or emotion

Although you may not realize it, the definition’s focus on personal [...]

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