Schlagwort: CustomerExperience
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The 2nd Generation of Social is Here | Social Media Today
In the second generation of social, companies are beginning to understand that they need to go beyond building audiences and merely responding to customers with canned responses. They must leverage the insights they’ve gained into their fans and followers in order to proactively build relationships with them wherever they are (social networks, mobile, company websites,…
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Verloren in der Hotline-Schleife: Wann werden Firmen zu Fans ihrer Kunden? | Ich sag mal
Ich lasse mich von den Anbietern allerdings nicht mehr in die Anonymität von Hotline-Banalitäten abdrängen, sondern verlange einen Diskurs in sozialen Netzwerken. Im klassischen Kundenservice laufen die „Dialoge“ über E-Mail, Brief und Telefon unter Ausschluss der Öffentlichkeit. Textbausteine und Skript prägen den Alltag der Servicemitarbeiter. Laufen Anfragen und Beschwerden im Licht der Netzöffentlichkeit, helfen Sprachregelungen,…
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The CMO is dead – long live the chief customer officer! (MyCustomer.com)
CMOs are increasingly powerless and peripheral. The CEO sets the overall strategy, the R&D and innovation teams design the product, and the CFO determines pricing and departmental budgets. The CMO, meanwhile, reports to a chief executive who often has only partial knowledge of the customer. … The CMO position is dead for several reasons: Most…
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7 Tips of the Chief Customer Officer – @ChrisCrandell on Forbes
6. Collaboration is your Lifeblood Customer centric organizations are highly collaborative; it’s the secret sauce to delivering consistent, meaningful experiences and relationships. Only through enterprise-wide transparency, information sharing, proactive feedback, ideation and communication patterns that transcend hierarchical organization structures can teams respond to customer expectations and quickly resolve issues. via 7 Tips of the Chief…
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What makes a Good Website? My Personal Preferences
It annoys me every time I’m out somewhere and use my iPhone to check a website for some information I urgently need: the page comes up small and illegible on the screen. That just won’t do in the mobile era we live in today. Companies need to set up their websites so they work properly…
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Posterous support – no longer existing?
I am a bit frustrated with the current support policy of Posterous. Is there a lack of interest to maintain the current blog platform? Since months two of my pages simply disappeard. Nobody seems to take care at Posterous although I raised the issue. http://digitalnaiv.com/events-prasentationen and http://digitalnaiv.com/favoriten are simply gone. I have removed them now…
