Whether it’s Facebook, Twitter or LinkedIn, many of us use social media on a daily basis, leading us to a false sense of familiarity with each platform. This week’s CMO Perspectives reveals just how much we don’t know when it comes to SMO (social media optimization). Whether it’s understanding precisely what tone and message works best on Facebook versus Instagram, or learning how Facebook and Google’s new algorithms assign weight to user sentiment, this week’s CMO Perspectives reveals must-haves for social media optimization that you’ll want to share with friends and colleagues.
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A few weeks ago I asked my wife if she had received her frequent flyer points for her recent trip abroad. My wife answered that she didn’t know, or in other words – “can you please check for me.” I went into the airline’s website and asked her for her password. She gave me her “you should know better” face and asked casually – “do I have a password?”
Big data. You’d be surprised how many businesses talk the talk but fail to walk the walk. In fact, 92 percent of companies are suffering big data paralysis, failing to get their project off the ground or avoiding big data altogether. This week’s authors stress the enormous competitive advantage conferred on those companies that actually dig in and know what they’re doing. This involves using CRM, historical real time and behavioral data as well as cross-platform, cross device and channel integration data insights. Is your company optimizing all these forms of data? If not, you’re not alone but you’ll greatly benefit from this week’s CX Buzz of the Week.
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How often do you interact with a company and think, “wow”? Probably not very often. The importance of a superb customer experience has been widely touted for over a decade now - so why is it that in our day-to-day lives we so rarely encounter it?
Two forces – big data and the proliferation of digital marketing channels – are transforming the role of the CMO. That is the theme of this week’s CMO Perspectives. Big data, especially combined with mobile devices, means that you can make personalized offers to customers at the right place and the right time.
There is a famous Native American saying, “never criticize a man until you've walked a mile in their moccasins.” For customer experience professionals, the saying should be, “never presume to understand a customer until you’ve walked a mile in their shoes.” This week’s CX Buzz of the Week is all about customer journey mapping. It’s not enough to ask customers a few questions or make an educated guess about what they want. Increasingly, the only way to know your customer is to leap out of your own shoes and into theirs as they interact, step-by-step, with your company. It’s the only way to understand your customer’s subjective experience, which in turn, is the best way to keep them coming back.
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As a consumer, when you set out to buy something, whether it is groceries, a pair of shoes or cable service, more often than not, you don’t compare shops each and every time. Rather, you develop a relationship with a certain vendor and then trust them to give you a consistently high-quality service. That’s why, as the authors in this week’s CMO Perspectives assert, “relationship capital” is even more important than the short-term bottom line.
In my last post I discussed how changing your customer KPI could re-awaken your organization and therefore re-energize the efforts of your VoC program. I promised I would share an example, and since I am a man of my word, here goes…
Check-ups are vital to keep a person running at their best. Your Workforce Management system is no different. We’ve identified 5 areas that every workforce manager needs take the pulse of in order to make adjustments and keep their WFM program at its best.