Customer service. It used to be a specific thing. It was the desk with the curvy cursive letters above it in the grocery store. Then it evolved into the toll-free number for issues with package delivery. Then it became the click-to-email link at the bottom of websites for technology. The customers acted. Then organizations would respond. […]
24-Hour Customer Service Solutions for Those Who Need to Sleep Read More »
I’m lucky to have some conversations with smart people all across my industry. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. I may actually have walked away from our discussions with more questions than answers, but that’s
5 Top Challenges CX Pros are Tackling Today Read More »
Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s social media site for servicing, according to J.D. Power. Marketers and other business leaders could actually prevent customer service issues
5 Ways Everyone Wins with Proactive Social Media Engagement Read More »
I had the unique opportunity to be part of a small crowd of business leaders invited to a special event hosted by American Express. American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba, sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future
5 Success Lessons from Top Execs at Alibaba and AMEX Read More »
Have you ever struggled with how you can listen better to your customers? What if you have lots of them? What if they love your product enough to be passionate about sharing feedback? It can be a challenge to not only hear the feedback, but to then dispense it to the right groups within your organization.
Tapping Into Real-Time Customer Input Read More »
I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Throughout all these sessions, as well as the sidebar conversations in
Key Insights from Next Generation Customer Experience: Day One Read More »
I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. This was my sixth visit to SXSW. It has changed dramatically in those six years.
5 Reasons Never to Miss SXSW Interactive Read More »
It’s that time again! I’ll be heading to South By Southwest Interactive in Austin, Texas. It’s the crazy, chaotic and somewhat kooky festival that attracts me each year. There is always something that grabs everyone’s attention but is a flash in the technology pan. QR Codes on t-shirts? Worst idea ever. But there they were,
What Will SXSW Mean for Customer Experience in 2015? Read More »
Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show, the behemoth of tech conferences, in Las Vegas, Nevada. Many of the trends emerging, though not terribly surprising, call for a unique kind of marketing strategy. Marketers need to position products and the behavior
Future Marketing: 3 Ways to Speak to Tomorrow’s Customer Read More »
The 3 Biggest Areas of Potential ROI and How to Invest Strategically to Maximize Results
