customer engagement

Customer Service Ain’t What It Used To Be

In preparing for a talk to a group of customer contact center managers, I’ve come to the conclusion that customer service ain’t what it used to be. There is a brand of new customer service in play today.

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Employee Engagement Drives Customer Engagement

It seems obvious:  employee engagement drives customer engagement. If you treat your employees well, they’re more likely to create great customer experiences. But while this truth may be obvious, how to achieve it may not be. How do you engage your employees? What does excellent employee engagement look like? I found a lot of helpful answers to these questions in my readings this past month.

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New Rules of Customer Engagement in 2016

The start of a new year provides an excellent opportunity to reconsider old ways and adopt new practices. With that in mind, I’d like to suggest three new rules of customer engagement in 2016 for marketers.

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The Key to Customer Engagement

Alain Thys is the founder of Futurelab and author of So You Want to Be Customer Centric. Laurent Bouty is the CMO and partner at Futurelab. They were recent guests on the TechnologyAdvice Expert Interview Series. The series, which is hosted by TechnologyAdvice’s Josh Bland, explores a variety of business and technology landscapes through conversations with industry leaders.

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Customer Engagement or Market Engagement: What's the Difference?

Today I'm pleased to share the final installment of a three-part series co-authored with Peter Haid of E Source.

In Part 1, Peter wrote about revisiting your corporate engagement initiatives to identify areas of improvement and to ensure that you had buy-in across the board for any change initiatives that were required.

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I’m Getting Engaged!

I know, I know.

I said I would never do it again.

They said it could never happen.

But, at the end of the day you knew it had to happen. Right?

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What Is the Access to Cultivating Customer Engagement and Customer Relationships?

My eldest son is in the process of buying a car, his first car. He knows his budget (£6,0000. He knows the make and model of the car (Ford Fiesta). Given this he knows that he will buy a used car – couple of years old. His goal is to have this car in place by the end of this month. His challenge is that he has never bought a car before.

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In Marketing? Then Set Aside 60 Mins of Your Life and Watch This Video

Google you are brilliant.

Take the advertising people that created four iconic American ads, fuse them with a bunch of hot shot digital marketers and create new customer engagement processes using the best of today's technology.

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The Leaky Bucket Syndrome

What happens when companies spend huge sums of (marketing) dollars on customer acquisition when they can't even keep the customers they have because their products, services, and experience stink?

I don't know (OK, I do know), but I think Pizza Hut UK is about to find out.

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A Matter Of Who And What To Value

Last week I stumbled into a post from Don Peppers about the Real Implications of the 80/20 Rule. Peppers uses a football-stadium of 50.000 people (Customers and prospects to be exact) as an example to explain that the 80/20 rule not only implies that 80 % of your business is done by just 10.000 people in the stadium, but that the same rule also implies that 80% of the business of those 10.000 is done by just 2.000, and 80 % of the business of these 2.000 is done by just 400 etc etc.. In the end Don concludes that it is just 80 people who do as much as 2/3 of the business the other 49.920 are doing.
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