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Providing a #Winning Experience for the Digital Customer

April 14, 2014 by Bobbi Dangerfield

Digital Consumer Experience

Michael Dell said it best: “We’re a company with big ears” – a good thing considering there are more than 25,000 online conversations about Dell each day in English. While that number can be overwhelming, it underscores the wonderful opportunity social media offers for companies to listen.[read more]

Salesforce1: Employee Productivity and Mobile Experiences

January 11, 2014 by Michael Fauscette


At Dreamforce last Fall, Salesforce introduced its new platform offering, Salesforce1.This week I attended the World Tour event in NYC for Salesforce1 and spent some time talking to Salesforce execs and an assortment of customers about the platform.[read more]

6 Tips for Turning Big Data into Great Customer Experiences

May 22, 2013 by Paul Dunay

The phenomenon of big data certainly comes with big promise. After all, having terabytes of data on customer history and behavior is certainly better than trying to extrapolate from just a few data points. The good news is, there are technologies and tools that make it much easier to find the gold hidden in the data—and use it to refine your online marketing with laser precision.[read more]


The Global Customer Experience: Getting It Right | Webinar Replay

February 8, 2013 by Kelsey Arnold

Sponsored by How do global companies provide consistent, customer-focused levels of service while working with a diverse variety of customers around the world? As chances increase for companies and customers to reach each other online, so do opportunities for globalizing your business. However, the strategy that works in one sector or...[read more]

7 Ways to Generate Revenue with Customer Support

August 6, 2012 by Dr. Angela Hausman

Doron Herzlich

The proliferation of self-service tools will further expedite answer flow and heighten conversion rates for savvy businesses. Companies should consider these guidelines when devising their online customer service strategy.[read more]

Who’s on First? CRM, Customer Experience and a View of the World

July 25, 2012 by Mitch Lieberman

Like Abbott and Costello and their "Who's on First?" routine, the new double act seems to be customer relationship management (CRM) and customer experience. Indeed, they are strange bedfellows.[read more]

What is Value and What is High Price?

July 20, 2012 by Koka Sexton

This stylist who gets $950 cut is offering an experience that people value. His studio also offers contrast pricing, and if you don't think this works, check out his waiting list.[read more]


Are you a 500+ on LinkedIn? Should you be?

July 12, 2012 by Carole Mahoney

Why might it be detrimental to be a 500+ on LinkedIn? Are you a regular with your connections, or just another guy trying to get their attention?[read more]

Nissan Embraces Social Media to Improve Customer Experiences and Foster Advocacy

January 30, 2012 by Brian Solis

Nissan’s David Mingle, Director of Customer Management and Erich Marx, Director of Marketing joins Brian for a conversation about social media’s impact on business transformation, customer experiences, and building an adaptive business model to learn and evolve based on new opportunities.[read more]

Laser Focus to Improve Customer Experience

January 12, 2012 by Gini Dietrich

In the age of the long tail, we talk a lot about focus. We fire clients who aren’t profitable, and are a drag on our time and resources. We narrow our target markets so we can be experts in one thing. The same should go for product lines. Spin off products and services in which you are not passionate, don’t have the expertise, or aren’t as profitable.[read more]


Customer Service and Trains, Phones, and Hotel Shuttles

August 15, 2011 by Paul Simon
Photo: Steve Parker/Flickr (Creative Commons)

Funny how attending a conference where customer relationships dominate the conversation tends to magnify the little interactions with companies we have every day.[read more]


Social Customer Leadership Forum, Wednesday, July 20

July 17, 2011 by Paul Simon

The Social Customer Leadership Forum on July 20 in Midtown Manhattan will share how top organizations innovate their overall customer experience through social strategies focusing on the customer perspective.[read more]

QR Codes for Non-Profit Organizations: ideas about engagement and interaction

June 21, 2011 by Johannes Ahrenfelt

At present, QR-Codes are being used in magazines, advertisements and promotional campaigns for providing information, directions, links, maps and the like to its end-users. They can be easily generated for free using QR-code generators. As creating and using these codes is very cost-effective this technology is useful for most businesses and particularly Non-Profit Organizations as they can use QR-Codes to support their work in endless ways.[read more]

What is Adding Value and How Does it Apply to Social Networking?

May 28, 2010 by Eric Tsai

As a social media advocate I often discuss adding value to the conversations, to the communities or to the relationships. I guess I assumed everyone already knew what the term means and how it applies to them until I started to get questions from people. So what exactly is adding value and how? Is it just an over-used marketing jargon?...[read more]

What Vegas Can Teach You About Marketing

January 7, 2010 by Rohit Bhargava

In a place best known for accidental weddings, expensive hangovers and overly plasticized lounge singers it may seem that there isn't much to learn when it comes to marketing. In fact, to amend a Vegas cliche, it may seem that what works in Vegas (for marketing), only works in Vegas. That's not entirely true, though. Looking at some...[read more]

Forget the old loyalty discussion

February 23, 2009 by AxelSchultze

Forrester Research's Bruce D. Temkin just published a new paper called "Customer Experience Correlates To Loyalty" I thought "Hey, very cool, this must be great". But looking at the report I was really disappointed. Evelyn So pointed out on her blog :The analysis is based on an October 2008 survey of nearly 4,...[read more]

B2B Social Network: Your Website by Customer Design

February 12, 2009 by Michele Goetz

Provided by: xiete If all you B2B marketers thought I was crazy when I wrote about giving up control of social media to sales, this one will really take you into the Twilight Zone.  Imagine if instead of designing your website your customers did. You provide the template and content.  Your customers choose what content is in...[read more]

Where Everybody Knows Your Name

January 10, 2009 by Evelyn So

Walk into a pub and everyone knows your name, your favourite drink and the name of your best friend. Does that make you feel … (a) Popular and Cool(b) Exposed ad Scared ?                I read on that …Caterina Fake, co-founder of...[read more]

The Truth Shall Set You FREE Corporate America!

August 28, 2008 by Daniel Schawbel

The days of holding criticism back are banished. Forget about it! Now, with the click of a mouse, you know the ins and outs of any company. As the user, YOU are given the ability to fully examine any company based on what's viewable online. This could be a few corporate blogs (with spokespeople), a YouTube video, the corporate homepage...[read more]

Co-creation 3: Service redesign

August 23, 2008 by Matt Rhodes

The two examples of co-creation that we have looked at so far in this series have shown how customer and brand can work together to improve the customer's own experience of the product. Neither mass customisation nor real-time self-service impact on the product experience of other customers. They change the product one time only and don'...[read more]