Cross-Channel, Cross-Lifecycle Experience
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Managing Customer Innovation at Alaska Airlines
Alaska Airlines Combines Customer Innovation with E-Commerce & Mobile
by Patricia SeyboldAs Managing Director, AlaskaAir.com and Customer Innovation, Curtis Kopf combines ecommerce, mobile, and customer innovation in a single role focusing on giving information and control to customers in the areas of their lives they care about the most. -
KANA Experience Analytics
Powerful Analytics, Tight Integration with KANA Service Experience Management
by Mitchell KramerKANA Experience Analytics monitors, analyzes, and acts on customer conversations on the social web and customer conversations on internal channels. Analytics that categorize customer conversations and classify their sentiment are its key strength. -
Social-Service Evaluation Framework
Products that Monitor Social Posts, Identify Customers’ Questions and Problems, and Help Deliver Answers and Solutions
by Mitchell KramerOur framework for evaluating social-service products that help organizations deliver customer service to the social web has four top-level criteria: customer service best fit, analytic functionality, customer service integration, and viability. -
Facebook’s Timeline: Seductive and Dangerous?
Applications Integrated into Timeline Track Everything that You and Your Friends Do
by Patricia SeyboldFacebook’s new Timeline is much more than a new user interface. It’s a seductive forced march designed to lead us all into a marketers’ nirvana in which our activities and life events are tracked. -
Customer Service Supplier and Product Update 4Q2011
Quarterly Update of Vendors and Products: Mixed Results for 2011
by Mitchell KramerEach quarter, we provide a round-up of product and company activity for the top suppliers of customer service solutions: Astute Solutions, Attensity Group, Consona CRM, eGain, IntelliResponse, KANA, Moxie Software, Oracle, and Salesforce.com. Here’s the update as of Q4 2011. -
Unintended Risks of Using Facebook
Pay Attention to What Information, and Whose Information, You Are Sharing with Whom!
by Patricia SeyboldBe a good steward of your privacy and the privacy of your friends and family members on Facebook. Learn how applications are mining and analyzing your and your friends’ Facebook behavior and what you should know about those practices. -
Attensity Analyze and Attensity Respond
Multi-Channel Monitoring, Analysis, and Interaction
by Mitchell KramerAttensity Analyze and Attensity Respond provide multi-channel (social web and internal channel) monitoring, analysis, and interaction. Powerful, patented text analytics are the offerings’ key characteristic, strength, and differentiator. -
How Does Google’s Privacy Policy Affect You?
It’s Time to Pay Attention to How Google Is Tracking Your Online Behavior
by Patricia SeyboldWhen Google announced a new unified Privacy Policy to go into effect on March 1, 2012, it caused people to stop and think about how much privacy they’re willing to trade for free search, email, YouTube, and other nifty services. -
What's Your Customer Cloud Strategy?
Twelve Customer Requirements to Include as Your Firm Migrates to Cloud Computing
by Patricia SeyboldA “customer cloud” is the virtual project space where your customers can securely access, keep track of, and manage the assets they’ve bought from you as well as any related projects in which they’re engaged. -
All I Want for the Holidays
A Wish List to My Favorite Retailers and Etailers
by Ronni MarshakHere's a list of ways to personalize the holiday shopping experience that will delight customers and bring in extra sales from those of us who avoid Black Friday and Cyber Monday. -
RightNow Social Experience
Monitoring, Analyzing, and Interacting in the Social Cloud
by Mitchell KramerRightNow Social Experience is the social-service component of the RightNow CX suite. It delivers social listening and interaction capabilities and integrates seamlessly with the CX’s case, knowledge, and account management capabilities. -
Customer Service Supplier and Product Update 3Q2011
3Q2011 Was a Quiet Quarter for Customer Service
by Mitchell Kramer3Q2011 was quiet quarter for customer service. Customer growth was mixed but mostly down, mixed financial performance resulted, there were few product or company announcements. The biggest company news was Oracle’s acquisition of RightNow. -
Developing Applications to Improve Customer Experience
Bridging the Arbitrary Product Line and Channel Silos that Drive Your Customers Crazy
by Patricia Seybold, Ronni MarshakCustomers are annoyed when they don’t encounter a seamless experience as they interact across touchpoints or product lines. Learn how to approach developing applications that are seamless for customer, partners, and employees. -
Brand Loyalty
The Direct Path to Customer Satisfaction, Referrals, and Revenue
by Ronni MarshakThe combination of great products and a great customer experience will keep customers loyal to your brand. -
Customer (and Partner) Segment Advocates
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldOne key to success in becoming a customer-centric organization is to have strong customer and partner advocates with clout. Here are some role models and suggested responsibilities that may help you build or refine these roles for your company. -
Key Role: SVP of Cross-Channel Customer Experience (or Equivalent)
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldWhat’s the one role that makes the most difference in a company’s ability to “make it easy for your customers to do business with you”? An SVP of customer experience (or equivalent). -
Optimizing the Airline Passenger Experience
Putting Customer Experience First Often Seems Impossible in a Complex Real World Setting
by Patricia SeyboldWith so many interdependent moving parts, priorities, and seemingly “out of our control” events (like bad weather and mechanical failures), it’s supremely difficult for airlines to deliver a great customer experience, yet there are ways to do it. -
Living and Working in "the Cloud"
How Digital Services are Reshaping Our Lives
by Patricia SeyboldAre you addicted to digital services, mobile apps, cloud computing, SaaS, social media, and digital media? Here are some things to think about before it’s too late! -
Is User-Centered Design the Missing Link?
Bridging the Gaps Between Customer Experience and Product Development
by Patricia Seybold, Ronni MarshakEmpower UX professionals and embed them within your business units to help product managers and developers identify customer needs and develop products that are easy to use and to adopt, easy to support, and on target to meet a critical end-user need. -
End-to-End Customer Experience
Do You Have Someone to Hold Your Customers’ Hands All the Way to Success?
by Ronni MarshakCustomers hate complexity! What they really want is for someone else—whether it is your organization or a third party—to manage the complexity for them! Learn what makes a good customer project/account manager.
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