Archives for March 2015

Moving Pictures

Any Rush fans out there? Well, if you are, I’m sorry to disappoint. This post is not a transcript of Neil Peart’s YYZ drum part. What it is in fact is a cry for help.

Search “customer service is the new marketing” and Google will feed you back about a half a billion results. Its not a new topic. But I’ve always been more concerned with the subtext of the sentiment. It just screams of the inferiority complex many customer service organizations exhibit within their corporate ecosystem.

A cure for this sense of feeling like the corporate doormat is innovation. Customer service doesn’t usually outrank marketing on the innovation front. But there’s still hope. And the white night is video. In light of twitter’s release of Periscope this week, It seems like a great time to revisit this topic.

Video is driving greater transformation in the way brands engage with their customers. Its engaging, personal and social. And the landscape of tools available is expanding rapidly. So, why aren’t more customer service organizations leveraging it as part of their engagement strategy?

The Survival Guide to Customer Experience

I wanted to reach out and share a Project I was fortunate to be part of. It is a new eBook from Sprinklr called, “The Survival Guide to Customer Experience.”

CXM-data-point

I am joined by 19 other thought leaders including Jay Baer, Frank Eliason, Annette Franz, Stan Phelps, Richard Shapiro, John Goodman, Steve Curtin, Roy Atkinson and Jeanne Bliss.
Here’s a synopsis of the eBook:
It doesn’t matter what your ads say. In today’s world, the only thing that customers care about is the EXPERIENCE. Customers want a consistent brand experience each time they interact with your brand – and they want this across all channels. But how exactly do you pull this off? Through successful CXM (Customer Experience Management).What’s CXM? CXM is the process of providing unforgettable experiences to your customers at every touchpoint – online, on the phone, on social, and in person.The reasons to invest in CXM are clear:

  • Customers are twice as likely to share a negative experience with a business than a positive one.
  • 86% of customers will pay more for a better customer experience.

Interested in learning how to create a sustainable CXM initiative?

Download your complimentary copy of the ebook here.

quote-barry-daltonMy chapter in the eBook is called, “Bigger Isn’t Always Better in the Customer Business.” I hope you enjoy it.