[Video] Three Steps to Creating Customer Centric Viral Videos (by Debra Ellis)
Creating viral content is a goal shared by many brands because it exponentially increases marketing reach at minimal cost. It isn’t a realistic goal because the whimsy of the general population creates...
View ArticleContent Marketing Minds: 7 Ways to Make Your Content Amazingly Edible (by...
Wouldn’t it be great if all the hard work you put into your content paid off? All the prep. All theTLC. The reward comes from seeing it devoured, receiving positive feedback, and knowing your...
View ArticleMiley Cyrus: A PR Case Study with Flawless Execution (by Gini Dietrich)
At Social Brand Forum in Iowa a couple of weeks ago, I launched the Spin Sucks presentation. Of course, it will be tweaked, modified, and customized about 1,000 times throughout the next 18 months,...
View Article[Infographic] 20 Statistics That Will Drive 2014 Marketing Strategies (by Pam...
Next year’s trends highlight the importance of social media marketing. As 2013 draws to a close, marketers are looking ahead to next year when social media marketing will begin to take center stage....
View ArticleCustomer Journey Maps: Customer Experience Geography 101 (by Jeannie Walters)
A good customer journey map can be incredibly powerful. It can also become a huge endeavor that sucks the life out of the team working on it. Here is my take on the basics around a good customer...
View ArticleThe Ecosystem Behind the Product or Service (by Andrii Glushko)
Let me start with a true story that showcases how missing any aspect or touchpoint in a service experience can hurt your relationship with a customer. A few months ago my internet provider informed me...
View ArticleFrom Boring to Dynamic: How to Provide Exceptional Customer Service (by...
It’s no secret that customer service sectors of companies often drop the ball when it comes to properly dealing with an inquiry or problem voiced by the consumer. While there are of course...
View ArticleThe Experience Tells The Story: How tenets from the Mad Men era apply to...
The Mad Men era of advertising has passed. Today, a brand’s communication and engagement strategy is no longer a separate and distinct practice from the design of a product or service. The product is...
View ArticleIs Your Web Developer Planting Hidden Customer Experience Land Mines? (by...
Is your web developer (or IT team) sabotaging your customer experience in ways that aren’t easily spotted? You are likely already looking carefully at the pages, forms, content, and other visible...
View Article[Infographic] The Omnichannel Customer Service Gap (by Annette Franz)
How well does your organization execute the omnichannel customer experience? Is there awareness around it? Is it a priority? If you answered “No,” it’s time to rethink this. As I noted in a post from...
View ArticleOut with the Old: What’s New for Customer Experience in 2014 (by Anna...
Though the year may be coming to an end, brands and businesses are just beginning to implement new customer experience strategies as they work to differentiate their sales, service, social, and...
View ArticleCustomer experience: A journey, not a moment (by knowledge.wpcarey.asu.edu)
Companies often take a “moment of truth” approach to improving customer satisfaction: They look at a particular touchpoint in the customer’s experience with the company (say, when the customer places...
View Article[Video] KITKAT – Have a seat (by Kit Kat)
To celebrate the upcoming launch of #AndroidKitKat, people could win a Nexus 7 tablet the KITKAT way, by having a break. Read more about Android Kitkat
View ArticleFive ways to make waiting in line a better experience (by Perry Kuklin)
Whether you’re the type to make New Year’s resolutions or not, every business owner and manager would like to see increased profits and happier, satisfied customers every year and every day. Resolve...
View ArticleWhy Map an Ideal Customer Experience? (by Linda Ireland)
Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the point on...
View ArticleModel for Customer Experience Management Strategy (by Lynn Hunsaker)
Strategy for customer experience management is lacking for most organizations, according to numerous studies, and lack of strategy is a cited widely by customer experience (CX) practitioners as a key...
View ArticleWhat Is User Experience Design? Overview, Tools And Resources (by Jacob Gube)
Websites and Web applications have become progressively more complex as our industry’s technologies and methodologies advance. What used to be a one-way static medium has evolved into a very rich and...
View Article[Video] WestJet Finds Out What Passengers Want For Christmas, Leaves Presents...
Of course this would happen in Canada. In a video released Monday, Calgary-based airline WestJet sets up electronic Santa chat boxes in terminals at the Hamilton and Toronto airports. Travelers...
View Article[Infographic] How to become better at customer service (by providesupport.com)
It is probably needless to say how important customer service is for every company. If you still require any reasons, check out our recent article that we shared with business community at...
View Article15 tiny UX elements that can make a big difference (by Graham Charlton)
Small details can make a big difference to the user experience, saving users’ time, making it easier for them to spend money, or just generally making it more enjoyable. Some of these things are so...
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