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Customers Don't Care About Customer Service (At Least, Not The Way You Think They Do)

Customers don’t care about customer service. At least, not exactly. What they care about is something a little different: They care about the feelings, the results, the impressions, the memories that come from being well served, poorly served, or that beige area in the middle.<p>This is a distinction …

Making the user comfortable with the technology is key to digital customer experience adoption, study IBM suggests

While many B2B and B2C companies are moving quickly to improve the online digital customer experience, a recent study from IBM suggests that not all …

Business Experience Consulting

I am sure this has been done a million times, but I am going to compare our engagements with customers to a playbook for a sports team, more …

Customer Experience

A tale of two Amazon deliveries

A jovial middle-aged man pokes the order button on a touchscreen from the comfort of his armchair. Minutes later he’s ambling through the bucolic Cambridgeshire countryside at the bottom of his garden to pluck a parcel from the ground. It’s his Amazon delivery materializing like manna from heaven — …

10 Ways Artificial Intelligence Will Change the Customer Experience

The huge amount of data we generate is a mixed blessing. It gives us better insight into human behavior, but it’s also a lot more stuff to sort …

How To Handle Different Types Of Comments On Social Media [Infographic]

"As your audience grows, so will the inflow of comments. Brands have come to realize that the larger your presence, the more people that look at your …

Simplicity Is Everything: Customer Experience Done Well, With Brand Expert Margaret Molloy

You don’t hear the word simplicity very much when it comes to customer experience. But according to Siegel+Gale CMO Margaret Molloy, simplicity is the key to running a strong operation. Molloy is responsible for all marketing, communications and business development initiatives globally. She is a …

Customer Experience

Customer service best practices: Making social media a two-way conversation

When it comes to your business' customer service strategy, social media can simultaneously be your brand's most valuable ally and its most …

Customer Service

How 3 Facebook Changes will Affect Customer Service and Social Commerce

Up until 2016 Facebook trended as one of the top marketing and advertising platforms on the web. That does not stand to change in 2016. However, we …

Focus on Customer Service: Southwest Airlines

Southwest Airlines has a long-standing reputation as a different kind of airline - in a good way. Whether it's the friendly flight attendants, low …

Improved Automation Complexity - The Future of Customer Service on Twitter?

There's an interesting pilot program being conducted by Twitter in India, though the full potential of its application may not be immediately evident.<p>…

Why You Should Think Less About Sales and More About the Customer Experience

Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>As the actor Alec Baldwin's real estate salesman advised in that classic scene from <i>Glengarry Glen Ross</i><i>:</i> “<i>Always</i> be closing.” "ABC" is now a popular saying in sales circles, and sales representatives who can bring in new business are …

What the Future Holds for ECommerce [Infographic]

The eCommerce market is something that brands of all sizes are constantly keeping an eye on, especially because there are consistent changes and …

The Customer Experience in 2020

Think about all the new technologies in the last 5 years that changed the customer experience (CX). Now imagine the same thing over the next 5 years. …

What Do Top Customer Service Teams and the Kardashians Have in Common?

By Devon McGinnis<p>One thing: they’re everywhere you look. But first, a bit of background on the subject.<p>Salesforce Research surveyed more than 1,900 …

Customer Service

How Customer-Centric Tech Is Revolutionizing C-Suite Relationships

Companies everywhere are under the gun to start aggregating and profiting from data. The degree to which your company will fully embrace this imperative depends on how much institutional focus and follow-through it applies from the top down.<p>What’s clear, however, is that business executives are …

Social Customer Service Is the New Heart of Marketing

This week I moderated another Social Media Today webinar as part of their Best Thinker webinar series, this time on the topic of Social Customer …

Security: Let’s Not Fight It

<i>Guest author and Salesforce MVP Geraldine Gray (aka @GeraldineGray) brings Salesforce security to its knees.</i>In lots of organizations Salesforce …

Fight Club

Why Strong Customer Relationships Trump Powerful Brands

Since the birth of e-commerce, marketing experts have disagreed about the future role of brands. Some have predicted that digital technologies will hasten the demise of brands because customers will have ready access to information they need to make purchase decisions, and “brand” will therefore …

10 Stunning Customer Experience Facts

Wondering if investing in creating a great customer experience is worth it? I can tell you from a personal point of view that I’m more likely to …

Customer Experience is the “New” Marketing

Sincerity and competence are the currencies of customer interaction. Consumers may sometimes engage with a brand after seeing clever commercials or …

6 Customer Service Initiatives To Start Today (With The Consultants And CEO Out Of Town)

The outgoing year is now officially a lame duck. And those of you who might otherwise be starting a full-fledged customer experience, customer-centricity or customer service initiative aren’t starting much of anything right now because, well, it’s not January.<p>But to take away that excuse, here are …

Why Marketing Needs To Get Serious About Customer Success

The difficult truth is that your customers don’t care about your innovation or your products; they care only about the result you can help them achieve. So while many companies believe they’re focused on their customers’ success, they’re really focused on their own success.<p>As we argued in our last …

The Customer Experience Is Key, in Every Channel and at Every Interaction

In today’s environment, where consumers are deluged with advertisements across multiple channels and mediums, they are less likely to trust branded …

These 7 Ingredients Can Revitalize Customer Experience

<b>Most companies these days are getting downright scientific about their interactions with customers, pouring all kinds of money and manpower into</b> …

10 Leadership Steps To Transform Your Customer Experience Culture (And Day To Day Customer Service)

ByHere are 10 things that are important to get right as a leader if you’re intent on transforming your customer experience and the culture that supports and sustains it.<p><b>1. Stand For The Right Thing.</b> Does every employee know what your company stands for? Make sure your organizing principle is …

A River (Of Data) Runs Through It

If you want to rise to the top, you need to permit your data to flow freely into the customer experience. So say marketing leaders at some of the world’s most successful brands like Procter & Gamble and even up-and-comers like Berry Bros. & Rudd.<p>Today’s marketers have become vocal data champions …