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JULY 11, 2011 [Product] Customer Experience Marketing for Real People
Too often, the marketer gets caught up in the idea that the customer experience is just about customers interacting with a product or service. Results-oriented customer experience marketing relies on effectively communicating how the product or service solves problems through use of the product or service. Marketing is an exercise in relationship building.
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SEPTEMBER 7, 2011 [Product] Cultivating the Customer Experience (You're Not a Vending Machine)
The constant pursuit of streamlining interaction with web-based products has resulted in a landscape full of cold and inhuman web forms, each one waiting only to take your money and dispense a product as quickly as possible. The web is littered with articles on how to craft the perfect user experience: some good, some bad. It's like a Terminator film, and your wallet is Sarah Conner.
JULY 30, 2012 | WORKFACE
[Product] Human Availability & Website Visitors = Great Investment
JUNE 14, 2012 | WORKFACE
[Product] Trust & Potential Customers on the Web
JUNE 12, 2012 | WORKFACE
[Product] Are You Using the Social Business Model in Your Company?
MAY 7, 2012 | WORKFACE
[Product] Please, Bust the Chat Queue
MARCH 2, 2012 | WORKFACE
[Product] 4 Reasons Your Business Sucks at Social Media
FEBRUARY 28, 2012 | WORKFACE
[Product] Authenticity in a Shifting World… It’s Madness!
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SEPTEMBER 6, 2011 [Product] 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. The reason companies still use humans in the offline world is because no product, service, message or technology can convey and inspire principles, values, virtues and qualities as well as a real person. In Part II it is my intention explain the why. In Part III I will discuss the how.
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AUGUST 22, 2011 [Product] Customer Satisfaction is No Longer Enough – Engagement is Now Key
” Zorfas goes on to provide statistics and recommendations for the banking industry specifically with regard to customer connection, noting that “customers who connect with their banks beyond satisfaction are three to four times more likely to buy more products and services, stay loyal, and tell friends. It isn’t “customer satisfaction.”
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AUGUST 9, 2011 [Product] Businesses Need to Go Human Online
They help you find products, prices, related websites and other information. About the only thing they don’t help you find is people—the right people to talk to when you have questions about a product or service. How much product expertise do they have? The reward for customers is a more productive, comfortable and personal buying experience. Who are they?
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MARCH 2, 2012 [Product] 4 Reasons Your Business Sucks at Social Media
If you do, your customers will be more likely to turn to your company whenever they need a product that you’re selling. GUEST POST. Social media networks were supposed to be the promised land for small businesses. They were supposed to be the great equalizer, the marketing tools that finally gave start-ups the same exposure as the industry leaders. 1) Stop trying to build Rome. Never.
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WORKFACE | WEDNESDAY, OCTOBER 19, 2011 [Product] Creating Great Digital User Experiences for Your Next Wave of Customers
To compete in the new economy, companies will need to be “in two businesses: their core business” (the products and services they’ve always sold) and what Shapiro calls “the Software Layer—a layer of technology that surrounds the core business and serves as the focal point of interaction with the outside world.” Most retailers have figured out how to sell low-involvement and frequently purchased products online. Shapiro makes three main points: Online commerce will affect more than half of all consumer purchases by 2012. MORE >>
WORKFACE | TUESDAY, JANUARY 3, 2012 [Product] Web 4.0: The Era of Online Customer Engagement
circa 1997-2003): Content creation by the few; web participation is a luxury; software on the local machine; product pages and limited e-commerce; desktop computers. Meaning creation by the majority; web participation is a necessity; customer engagement enablement; operating system (OS) in the cloud; ‘considered purchase’ products and services (once thought only saleable offline) join the Internet party; desktop computer, mobile phone, tablets and iTV; augmented data layers. problems and opportunities for commodity and e-commerce products and services. Web 2.0 MORE >>
WORKFACE | WEDNESDAY, AUGUST 24, 2011 [Product] Messengers of Trust: Part I
However, I would offer up that before our products, services and brands can develop and maintain trust in the marketplace, first comes the messengers of trust. All products, services, and messages are created by people. Customers have an innate ability to interpret the intentions of the (often unseen) people behind the products, services, and messages they are evaluating. To achieve congruence between product, services, and message I suspect a change is coming that will also see people (humans) integrated into the digital marketing process. But why? MORE >>
WORKFACE | MONDAY, DECEMBER 5, 2011 [Product] How to be Where Your Customers Are – In the Digital Flesh
This basically meant that anyone could add content to your website without you having to do anything; features like product ratings, product reviews, comments, etc. They stock wonderful, high-quality products and deliver incredible personal service from knowledgeable team members. The products are generally the same, but what is lacking is the differentiated service experience that has made Nordstrom an iconic brand offline world. There is no doubt that if you have a company website you have definitely seen it evolve over the last decade. So what's next? MORE >>
WORKFACE | THURSDAY, JANUARY 5, 2012 [Product] How Weird are We?
The short explanation for this plan is that you must match your sales approach to the individual or company who will buy your product. What sets your very ordinary product apart from all the other envelopes that your customers can choose from? You may recall that Henry Ford's production line process changed car manufacturing forever. They need all sorts of specialized products that they can't find at the mega-office supply store. By: Harvey Mackay. For years I have been promoting the concept that you must "humanize your selling strategy." How will it benefit them? MORE >>
- [Product] Trust & Potential Customers on the Web WORKFACE | THURSDAY, JUNE 14, 2012
- [Product] Workface Gets Funding, Coverage for Humanizing Internet Commerce WORKFACE | THURSDAY, JULY 28, 2011
- [Product] How to Double Your Website Visitor-to-Customer Ratio WORKFACE | TUESDAY, DECEMBER 6, 2011
- [Product] 6 Billion Kings – Why Your Approach to Customers Must Change WORKFACE | TUESDAY, JANUARY 17, 2012
- [Product] Human Availability & Website Visitors = Great Investment WORKFACE | MONDAY, JULY 30, 2012
- [Product] Are You Using the Social Business Model in Your Company? WORKFACE | TUESDAY, JUNE 12, 2012
- [Product] Conversion Rates: Interventions with Ghosts Visiting your Website WORKFACE | THURSDAY, DECEMBER 1, 2011
- [Product] Please, Bust the Chat Queue WORKFACE | MONDAY, MAY 7, 2012
- [Product] Customer Service Equals Active Listening for Social Media WORKFACE | MONDAY, JUNE 13, 2011
- [Product] Authenticity in a Shifting World… It’s Madness! WORKFACE | TUESDAY, FEBRUARY 28, 2012
- [Product] A Philosophy of Humanlike Customer Communications on the Internet WORKFACE | FRIDAY, DECEMBER 9, 2011
- [Product] An Internet Sales Force Needs Better Tools WORKFACE | WEDNESDAY, JUNE 1, 2011
- [Product] Giving Your Website Visitors a New Choice: Human WORKFACE | SUNDAY, MAY 8, 2011
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