Use Social Media if You Are Mad as Hell
Found a marketer with some attitude and a good understanding of how to use social media. Take your lesson at Court’s Internet Marketing School and see what online customer experience communications are...
View ArticleWeb 2.0 Taking off in B2B — Forrester Research
Cambridge, Mass.— Web 2.0 projects that make a positive customer experience are becoming more critical elements in business strategy. Web 2.0 will play an increasing role in Forrester Research projects...
View ArticleSocial Media are Your Ears into the Marketplace
Is the customer in charge? Consider the following illustration from Sloan Review written by Jeff Bernoff and Charlene Li. Based on life in a fictional town after a nuclear explosion occurs nearby, the...
View ArticleGetting Results From Your Social Networking Strategies
Louis Columbus Cincom Systems ... Read MoreThe post Getting Results From Your Social Networking Strategies appeared first on The Perfect Customer Experience.
View ArticleNine Strategies to Tie Your Social Media Efforts to Sales and Customer Service
By Louis Columbus Social media is enough to make any Marketing VP think they’ve found the Promised Land. Online global communities with easy access, no cost to participate and literally millions of...
View ArticleThe axiom for changing the customer conversation
Conversations can be a lot like watching a game of soccer. Players on two teams run back and forth until someone finally scores. If you do not know the rules and the strategy, the game looks confusing...
View ArticleThe Acquisition Power of Yes-Maybe-No
With the “Yes-Maybe-No” axiom in hand (see my previous post: The Axiom for Changing the Customer Conversation), you can now map out the entire campaign for conversing with every customer in your...
View ArticleMesh with the Experience your Customers Want
We insert our conversations into a point-of-view (POV) that already exists in the customer’s mind. But this time we are armed with the axiom Yes-Maybe-No. Still our job is not easy. This point-of-view...
View ArticleCustomer Experience Marketing: The Value-Strategy Scorecard
Your list of customer promises will be added to the Value-Strategy Scorecard – a tool for evaluating how well you line up with customer expectations, and where you want to refine your marketing...
View Article4 factors are either barriers or opportunities; good or evil.
Understanding our barriers gives us the ability to size up our situation more objectively, and to see where extra effort is needed to smooth the path to success. “While we look for new ways to serve...
View ArticleLeveraging a Great Value Propositon into Great Customer Experience
Information-based strategies leverage expert knowledge of the profitability, preferences and transaction histories of individual customers to increase the effectiveness of marketing, sales and service....
View ArticleProcess simplification becomes a matter of survival.
The processes we use to deliver our products and services become the fingerprint of our organizations. They are how we get things done. They determine our productivity. They define our company from the...
View ArticleBPO+Cx … the Reliable Formula for Improving Customer Experience
Business process optimization (BPO) seeks to integrate a company’s processes to improve customer experience (Cx), not by re-inventing them but by understanding them. It is a good formula.The post...
View ArticleTen Ideas for Increasing Performance of Your Social Media Strategy
Nearly every marketing manager, director or VP who is attending my MBA class in International Marketing tells me that increasingly larger percentages of their budgets go to digital over traditional...
View ArticleIf You Want More Influence, Find More Passion
Real influence is based on trust, not how many times you were re-tweeted or someone liked your update on Facebook.The post If You Want More Influence, Find More Passion appeared first on The Perfect...
View ArticlePredicting 2012: The Year Quality of Customer Experience Becomes King
Bottom Line: Investing first in the quality of customer experience, not cost reduction of quantity of transactions, will determine who attracts and keeps the most customers in 2012.The post Predicting...
View ArticleSteps To Creating Your Own Marketing Manifesto
There are signs of life in the economy. Bright glimmers of hope are starting to radiate from what had been some ominous, dark clouds of an economy that looked to be in retreat. Jobs continue to be...
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