csrollyson + 2sbs + customer + service   52

Review Strategies and the Customer Experience | Sandhill
Solid advice: #Customer #experience and #reviews: How firms can mitigate risks, earn rewards
customer  experience  review  howto  analysis  vendor  thought  leadership  q2  2016  ugc  product  service  trust  call  center  fake  sochap  2execguide  2eglii  2sbs  2snr  cmo  cco  marketing  advice 
april 2016 by csrollyson
Social Digital Transformation | Crimson Hexagon
#Socialbusiness post cites examples and outcomes but isn't digital transformation
Q2  2015  digital  transformation  social  business  media  intelligence  human  resources  recruiting  customer  service  sales  collaboration  2sbs 
november 2015 by csrollyson
ANZ’s Customer Experience Strategy Reaps Lasting Rewards | Loyalty360.org
Bank #customer #experience case study focuses on easier banking; summarizes transformation process+results #cx
casestudy  banking  customer  experience  service  design  relationship  touchpoint  q4  2014  australia  2chcuo  2sbs  cco  strategy  asia 
september 2015 by csrollyson
Disruption by Trusted Advisors
[commented] Riffing on disruptive business model, a holistic "trusted advisor" + disruption to retail, brand
business  strategy  trust  service  product  vision  infomediary  q2  2015  consultant  advocate  2sbs  model  big  data  IoT  customer  experience  client  retail  cco  csrblogcomment 
august 2015 by csrollyson
Beyond the Click: What’s Truly Driving Your Conversion Rate?
#SocialMedia #5 most critical factor in brand reputation, after product quality, cost, customer svc
q3  2015  customer  experience  acquisition  conversion  website  mobile  service  Research  Statistics  lifetime  value  proposition  social  media  review  reputation  marketing  operations  2snr  2sbs 
august 2015 by csrollyson
Customer service and marketing: A future united? | MyCustomer
Organization evolution: How #socialmedia is converging #customer #service & #marketing
negative  social  media  customer  service  organization  evolution  2014  experience  complaint  2sbs  2snr 
july 2015 by csrollyson
Churn prevention: How Help Scout keeps monthly churn rate below 1%
Interview with founder of customer service startup with 1% churn rate; customer journey experience context
customer  retention  journey  onboard  churn  interview  service  experience  software  product  content  marketing  acquisition  cost  organic  2sbs 
july 2015 by csrollyson
The Sad State Of Customer Care In America | Executive summary
In case you missed: Superb #customer #experience research on (dis)satisfaction w USA brands #telecom #computer #automotive
customer  experience  research  usa  2013  service  brand  enterprise  client  care  trust  Statistics  telephone  exceptional  2cdo  2sbs  2csra  cco 
june 2015 by csrollyson
25 Effective Ways to Use Twitter Search for Marketing, Sales and Support
How many do you know? 25 creative ways to use Twitter Advanced #Search + list of #twitter tools #Kudos
twitter  guide  analytics  search  howto  hack  customer  service  marketing  tool  list  reference  2sbs 
march 2015 by csrollyson
4 Inspiring Customer Experience Examples | CustomerThink
EXCELLENT reflections & examples of firms serving customers: bank, insurance, hotel & grocery #kudos @lindaireland
customer  experience  service  example  hotel  bank  Financialservices  grocery  food  healthcare  insurance  new  york  arkansas  2sochap  2csra  2snr  2sbs 
october 2014 by csrollyson
Fashioning a Memorable Retail Experience That People Will Share
Useful #retail apparel example of using personalized social interactions to create trust & business #customer #experience
pinterest  retail  apparel  collaboration  style  women  trunkclub  threadless  commco  business  model  community  social  digital  customer  service  experience  personalization  2sbs  Platform 
october 2014 by csrollyson
Secrets Of A Frustration-Free Customer Service Experience
3 secrets of great #customer service: self-service, personalization, anticipation #experience
customer  experience  service  example  amazon  personal  automation  siri  self  2sbs 
october 2014 by csrollyson
The One Customer Service Training Secret You Need To Know
USEFUL simple method to relate to #customers to enhance #experience #kudos
customer  service  experience  training  howto  retail  restaurant  phone  chat  taxonomy  tool  q3  2014  2sbs 
august 2014 by csrollyson
Support letdowns tarnish Apple's sterling quality | Consumerization Of It - InfoWorld
Calling #TimCook: #Apple #trust gap tarnishes overall great #customer #experience: More openness plz
trust  service  support  apple  Q3  2014  defect  macbook  screen  iphone  petition  2011  store  PC  computer  comparison  lenovo  customer  Experience  timcook  2sbs 
august 2014 by csrollyson
How Comcast Sets Its Customer Service Reps Up to Fail - Gretchen Gavett - Harvard Business Review
OVERLOOKED/true: How employees' REAL customer is management, not the firm's #customers #comcast example #experience
customer  experience  comcast  q3  2014  example  audio  service  representative  retention  management  metrics  analysis  call  center  incentive  2sbs 
july 2014 by csrollyson
How to Stalk Your Competitors’ Customers on Twitter - AllTwitter
Old news, but worth a look: you should know this [see Forbes link 4 deets]
twitter  Competition  q3  2014  howto  verizon  t-mobile  influencer  customer  service  social  media  2sbs 
july 2014 by csrollyson
6 Ways Social Media Can Drive Customer Experience
6 reasons #SocialMedia makes business sense for most companies: How #customer expectations are changing
social  media  customer  brand  trust  experience  service  q3  2014  2sbs 
july 2014 by csrollyson
Getting Social Customer Experience Right | ClickZ
3 customer experience storied in retail, transport & apparel; key is empowering employees to serve customers realtime
customer  experience  airline  retail  apparel  drug  usa  uk  service  q1  2014  2sbs 
july 2014 by csrollyson
Bridging the gap between brand promise and customer experience | ZDNet
INSIGHT Marketing's role in closing the "delivery gap" [brand promise vs. #customer #experience]
customer  product  service  expectation  howto  brand  promise  management  relationship  trust  b2b  b2c  experience  2cdo  digital  2csra  2sbs 
june 2014 by csrollyson
Amplify the Customer Experience with Personalization | Genesys Blog
Approaching #omnichannel fr contact center POV; CEM can provide data to personalize service
customer  Experience  platform  pointofview  personalization  integration  omni  channel  phone  service  Q1  2014  cdo  digital  2cdo  2csra  2sbs 
march 2014 by csrollyson
What’s your COI—or ‘cost of ignoring’? — Gigaom Research
CMOCouncil report: State of #SocialMedia at auto brands/carmakers: doesn't say it but implies #relationship is key Thx @dgingiss
automotive  social  media  report  research  summary  brand  CMO  journey  customer  experience  service  loyalty  deal  channel  strategy  q1  2014  2cdo  business  digital  relationship  trust  2sbs 
march 2014 by csrollyson
Citi Rethinks Customer Care with Social Media | Social Media Today
@FrankEliason on Citi transform & culture efforts; collaborating w nonprofits to build #customer #trust #SocialBusiness
social  business  pointofview  media  comparison  banking  Financialservices  trust  citibank  advisory  customer  experience  service  transformation  culture  organization  mortgage  community  2sbs 
march 2014 by csrollyson
All Hail the Rise of the Boundary Worker - Social Business Insights Blog
#BigData-powered people raise the bar in formerly low-tech businesses: how your #retail #experience will change #fb
service  retail  omni  channel  exceptional  insight  tablet  big  data  customer  experience  q1  2014  IBM  CDO  restaurant  store  digital  2sbs 
march 2014 by csrollyson
Why Stellar Customer Service Is Key to Building Your Online Brand | Entrepreneur.com
Example: great #customer #experience built on brand culture: why customer service is indispensable
customer  service  experience  zappos  mortons  shoes  ecommerce  restaurant  twitter  example  brand  q4  2013  culture  trust  care  2csra  social  media  business  CDO  digital  retail  2sbs 
december 2013 by csrollyson
5 Answers Every CEO Should Want to Know | Chief Customer Officer 2.0
Good albeit 20th century thinking on measuring retention & growth: doesn't address #customer #experience or outcomes
customer  provider  brand  b2b  metrics  management  retention  measurement  sales  business  development  Q4  2013  service  2cdo  2csra  2sbs 
december 2013 by csrollyson
Why do Companies with Great Customer Service Succeed? - Infographic
Some useful numbers re: #customer expectations of #service via email twitter facebook forum: incl. costs of bad #experience #fb
customer  service  usa  global  metrics  statistics  2013  analysis  social  media  marketing  sales  spend  brand  survey  facebook  twitter  forum  email  CDO  digital  2csra  2csrollyson  2sbs 
december 2013 by csrollyson
Midsize Insider: Omnichannel Service: IT Holy Grail or Unholy Mess?
Superb: argues firms' omnichannel efforts put sales before customer experience #kudos
omni  channel  smb  Enterprise  Q4  2013  pointofview  customer  service  ecommerce  return  purchase  2csra  cdo  digital  foundation  2sbs 
december 2013 by csrollyson
I Don’t Want You to Humanize Your Brand
[comment] Why social media flavor "humanizing" doesn't work—& what does ;^) #kudos @jamienotter cc/@peterkim
brand  social  business  pointofview  q3  2013  csrblogcomment  media  analysis  customer  experience  service  employee  digital  cdo  2cdo  2csra  2sbs 
september 2013 by csrollyson
Can brands be human?
[commented]@PeterKim asks an excellent question: how can brands act human? [commented, yes, they can] #fb
brand  enterprise  social  business  personal  human  pointofview  analysis  media  customer  experience  service  csrblogcomment  q3  2013  2cdo  2csrollyson  2csra  cdo  digital  2sbs 
september 2013 by csrollyson
Dairy Queen worker's good deed goes viral - TODAY.com
Amazing beautiful n ugly sides of human nature unfold in DQ #fb Thx @adambrotman
service  restaurant  blind  theft  manager  Q3  2013  customer  story  2csra  2csrollyson  2sbs 
september 2013 by csrollyson
Experience: The Blog: Two Reasons Why Content Is Not King
[comment] The changing role of content & importance of #customer #experience
content  marketing  advertising  trust  customer  experience  q2  2013  service  brand  Financialservices  2sbs 
september 2013 by csrollyson
Customer service in the digital age - Customer Service Leaders Forum | Deloitte UK
Vision piece on digital transformation but light on T & no mention of CDO; superficial treatment of mobile, social & analytics
customer  service  digital  uk  mobile  commerce  omni  channel  analytics  data  social  business  experience  2013  report  deloitte  2sbs 
may 2013 by csrollyson
Empathy is a Social Currency
Explains relating to people as empathy + importance of treating employees as customers
social  business  media  pointofview  empathy  relationship  trust  customer  brand  complexity  simplicity  service  employee  csrblogcomment  2sbs 
april 2013 by csrollyson
(2) Oliver Siodmak - Google+ - A really good article by my teammates: Robert Ballantine &…
Riffing on the connection between "customer service" excellence & social business; authors present a useful maturity model
customer  maturity  model  experience  infosys  csrblogcomment  service  transformation  enterprise  retail  travel  2sbs 
march 2013 by csrollyson
Infographic: How Did Your Customer Experience Get on the Naughty List
Customer service stats à la mode: sizzling CEO quotes appalling.. humor drizzled on top #fb
infographic  customer  service  2012  q4  humor  statistics  ryannair  cable  CEO  quote  2csrollyson  2sbs 
november 2012 by csrollyson
Warby Parker's Customer Service Secret | LinkedIn
As I predicted, customer service is the new marketing: firm responds to tweets on video & points to them in Twitter #kudos #innovation
twitter  youtube  customer  service  video  tweet  digital  scale  innovation  socialchannel  marketing  example  2sbs  Platform 
november 2012 by csrollyson
Tech support or extortion? You be the judge | Cringely - InfoWorld
Tech support company outed for using FUD/scare sales tactics; how to rekindle trust
trust  technology  support  client  customer  service  exposé  gaffe  snafu  india  sourcing  WhiteLabel  humor  2sbs 
march 2012 by csrollyson
SM Thought Leaders: Citi's Frank Eliason - Forbes
"Comcast Frank" interview on social customer service & move from Comcast to Citibank
customer  client  service  pioneer  social  media  network  twitter  bank  transformation  trust  interview  2sbs  comcast  citibank  Financialservices 
march 2012 by csrollyson
The State Of Social Customer Service [with Infographic] — SocialMouths
Quick post on enterprise/brand adoption of social customer/client service Thx @socialmouths #li
customer  client  service  social  media  business  network  twitter  blog  q1  2012  adoption  survey  infographic  2sbs 
march 2012 by csrollyson
Go With The Customer Flow « Social CRM ideas by Mark Tamis
Post claims that "social media" only 1% of firm interactions w clients; however all interactions not equal..
2sbs  csrblogcomment  customer  client  service  statistics  touch  process  social  business 
march 2012 by csrollyson
Social Media: Marketers Chasing Marketers
Short riff on how "social" is NOT marketing; the basis for Serve, Don't Sell (servedontsell.org)
2sbs  csrblogcomment  social  business  marketing  media  trust  transformation  disruption  service  client  customer 
february 2012 by csrollyson
The Scandal Of Toothless Social Media Representatives Ends… Now
Comment on post deploring shallow Twitter customer service that aims to contain-not resolve-problems; what do you think? #li
airline  customer  service  pointofview  csrblogcomment  vision  transformation  disruption  social  business  media  twitter  2snr  2sbs 
may 2011 by csrollyson

bundles : EGSN-execguideSocBusSvcesSoChAp

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