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JULY 11, 2011 [Customer] Customer Experience Marketing for Real People
By Lief Larson "Customer Experience " has redeveloped as a buzz phrase in digital marketing departments lately. Customer experience management is the intersection of many different disciplines, including: design, marketing, branding, and interactions. Implement chat at your company website, allowing customers to self-select and engage with your team live.
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SEPTEMBER 7, 2011 [Customer] Cultivating the Customer Experience (You're Not a Vending Machine)
The true meaning of customer experience has been all but forgotten in this brave new world. Customer experience should be measured by more than "how easy was it to use our website?" In a recent article on Smashing Magazine, Des Traynor discusses the importance of establishing meaningful long-term customer relationships as part of your process. Dare I say a human being?
AUGUST 2, 2012 | WORKFACE
[Customer] You've Heard of CRM, But Do You Know VRM?
JULY 30, 2012 | WORKFACE
[Customer] Human Availability & Website Visitors = Great Investment
JUNE 16, 2012 | WORKFACE
[Customer] Marketers Prepare - The Future of the Web is Anonymous
JUNE 14, 2012 | WORKFACE
[Customer] Reactive Customer Service Starts with Proactive Prospect Engagement
JUNE 14, 2012 | WORKFACE
[Customer] Trust & Potential Customers on the Web
JUNE 12, 2012 | WORKFACE
[Customer] Are You Using the Social Business Model in Your Company?
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JUNE 30, 2011 [Customer] Why Personal Branding Matters to Big Companies
It’s about helping all of the customer-facing and subject matter experts in the company with personal branding, so that those individuals can use business social networking effectively on their own, without any need for a filter.” Steve is a very interesting and smart guy, author of a couple of books, Digital Body Language and Revenue Engine. Technology handles that.
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SEPTEMBER 21, 2011 [Customer] Treating Your Customers Like People – Not “Names”
This year, new management just announced an exciting new initiative called ‘Putting Customers First.’ Smart companies like Suburban Chevrolet and InterDyn BMI have figured out that in an increasingly crowded and commoditized marketplace, customer service is the key differentiator. That means treating customers like people, not numbers or names. ” Far-fetched?
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JUNE 4, 2012 [Customer] 5 Cool Social Media Tools to Help You Expand Your Small Business
The only thing better than a positive review of your company is a positive review of your company that your customers share with their entire social network. Social Q&A by TurnTo Networks encourages this sort of goodwill by prompting customers to answer a series of questions through an interface during checkout. Guest Post by Alicia Ranch-Traille. 1) Monitter. 2) Social Q&A.
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OCTOBER 17, 2011 [Customer] Sales Leads Are Best Served Hot
However, a customer engagement platform enables the visitor to easily find not just content, but an available, live company representative to interact with. Leads: every sales person wants more of them and every marketing professional feels pressured to produce them. Not just any leads though. The good leads. The qualified ones. As Jack Lemmon would have put it, the Glengarry leads. &rdquo
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WORKFACE | FRIDAY, APRIL 6, 2012 [Customer] “Hot” and “Cool” Social Media
In the press release he said, “Our clients – executive leaders – are recognizing that social is the next big thing that will transform the way we do business and engage with customers and other audiences.” Marshall McLuhan is probably best known for postulating that “the medium is the message,” but his lesser known “hot” and “cool” media concept may prove even more prescient with the impending engagement economy that will be adopted by marketers and salespersons interested in making social media work in entirely new ways. MORE >>
WORKFACE | TUESDAY, SEPTEMBER 6, 2011 [Customer] Messengers of Trust: Part II
In my last blog post, Messengers of Trust: Part I, I stated that all products, services, and messages are created by people and that customers have an innate ability to interpret the intentions of the (often unseen) people behind the products, services and messages they are evaluating. As companies evolve, my argument is that the enlightened ones will enable their people with the tools to build direct, real-time relationships with web-based customers through customer engagement because there is no better messenger of trust than an authentic, well intentioned human being. MORE >>
WORKFACE | MONDAY, AUGUST 22, 2011 [Customer] Customer Satisfaction is No Longer Enough – Engagement is Now Key
It isn’t “customer satisfaction.” ” Lots of technology vendors, retailers, clothing makers and other types of companies have satisfied customers. What sets these brands, and outstanding performers in other industries, apart from their peers is reaching a level beyond mere satisfaction (which customers now expect): customer connection. In retail, 42 percent of Nordstrom's customers connect at a higher level compared to 29 percent for Macy's and 23 percent for Walmart.” Customer satisfaction has become a commodity. MORE >>
WORKFACE | WEDNESDAY, OCTOBER 19, 2011 [Customer] Creating Great Digital User Experiences for Your Next Wave of Customers
Companies not anticipating and recognizing the technological changes happening in the market and the attitudinal changes of the next wave of customers will put themselves at risk; it’s as simple as that. The online customer experience isn’t as personal as being there live, but for common purchases, the convenience and price of online buying is compelling. Through the “Connect with Us” option in their website footer, prospective customers can engage with a company expert to ask any remaining questions they have after their online research. MORE >>
WORKFACE | TUESDAY, AUGUST 9, 2011 [Customer] Businesses Need to Go Human Online
The rewards for companies that embrace this change will be more leads, shorter sales cycles, and more satisfied customers. The reward for customers is a more productive, comfortable and personal buying experience. To learn more about how humanizing online business can benefit your business, and your customers, download our white paper Humanizing Online Commerce: Why It’s Time to Use Web Technology to Put People Back Into the Sales Process Search engines, company websites, directories and social bookmarking sites are great for finding things. Who are they? MORE >>
- [Customer] 4 Reasons Your Business Sucks at Social Media WORKFACE | FRIDAY, MARCH 2, 2012
- [Customer] Web 4.0: The Era of Online Customer Engagement WORKFACE | TUESDAY, JANUARY 3, 2012
- [Customer] Marketers Prepare - The Future of the Web is Anonymous WORKFACE | SATURDAY, JUNE 16, 2012
- [Customer] Exceeding Expectations with Live Customer Engagement WORKFACE | MONDAY, JULY 18, 2011
- [Customer] Pre-CRM: The Relationship before the Relationship WORKFACE | MONDAY, AUGUST 1, 2011
- [Customer] Delta Airlines: Making Perfect the Customer Experience in an Imperfect World WORKFACE | WEDNESDAY, NOVEMBER 30, 2011
- [Customer] Why Personal Branding Matters to Small Business WORKFACE | FRIDAY, JULY 8, 2011
- [Customer] HaaS (Human as a Service) WORKFACE | THURSDAY, DECEMBER 1, 2011
- [Customer] Trust & Potential Customers on the Web WORKFACE | THURSDAY, JUNE 14, 2012
- [Customer] Reactive Customer Service Starts with Proactive Prospect Engagement WORKFACE | THURSDAY, JUNE 14, 2012
- [Customer] You've Heard of CRM, But Do You Know VRM? WORKFACE | THURSDAY, AUGUST 2, 2012
- [Customer] How to be Where Your Customers Are – In the Digital Flesh WORKFACE | MONDAY, DECEMBER 5, 2011
- [Customer] Chat Sucks, Spin Sucks, Trust Rocks WORKFACE | MONDAY, OCTOBER 24, 2011
- [Customer] Messengers of Trust: Part I WORKFACE | WEDNESDAY, AUGUST 24, 2011
- [Customer] How Weird are We? WORKFACE | THURSDAY, JANUARY 5, 2012
- [Customer] Workface Gets Funding, Coverage for Humanizing Internet Commerce WORKFACE | THURSDAY, JULY 28, 2011
- [Customer] 6 Billion Kings – Why Your Approach to Customers Must Change WORKFACE | TUESDAY, JANUARY 17, 2012
- [Customer] Customer Service Equals Active Listening for Social Media WORKFACE | MONDAY, JUNE 13, 2011
- [Customer] How to Double Your Website Visitor-to-Customer Ratio WORKFACE | TUESDAY, DECEMBER 6, 2011
- [Customer] Please, Bust the Chat Queue WORKFACE | MONDAY, MAY 7, 2012
- [Customer] Are You Using the Social Business Model in Your Company? WORKFACE | TUESDAY, JUNE 12, 2012
- [Customer] Human Availability & Website Visitors = Great Investment WORKFACE | MONDAY, JULY 30, 2012
- [Customer] Conversion Rates: Interventions with Ghosts Visiting your Website WORKFACE | THURSDAY, DECEMBER 1, 2011
- [Customer] Authenticity in a Shifting World… It’s Madness! WORKFACE | TUESDAY, FEBRUARY 28, 2012
- [Customer] Cutting Through the Social Media Noise WORKFACE | MONDAY, DECEMBER 19, 2011
- [Customer] A Philosophy of Humanlike Customer Communications on the Internet WORKFACE | FRIDAY, DECEMBER 9, 2011
- [Customer] Exciting new updates for Workface WORKFACE | FRIDAY, JULY 8, 2011
- [Customer] An Internet Sales Force Needs Better Tools WORKFACE | WEDNESDAY, JUNE 1, 2011
- [Customer] Selling on the Web has Rules: Break Them! WORKFACE | SATURDAY, JUNE 4, 2011
- [Customer] Workface Releases New Website and Engagement Toolbar WORKFACE | TUESDAY, MAY 3, 2011
- [Customer] Giving Your Website Visitors a New Choice: Human WORKFACE | SUNDAY, MAY 8, 2011
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