Within the customer engagement field, “social media” has become a sort of catchphrase for the latest, shiniest voice of customer program technology. Every day seems to bring the publication of a slew of press releases announcing the latest social media customer engagement gadget. These tools promise to integrate tweets, Facebook posts, comments, and every other bit of social media data with a company’s customer feedback program.
Posts Tagged ‘Technology/Internet’
3 Techniques for Customizing Customer Service
Wednesday, April 28th, 2010
We live in an individualistic era. A mere hundred years ago, when our grandparents were youths, most people didn’t have access to the perfect music to match their personality and mood. They couldn’t pull up any newspaper in the world within seconds, as we can online. In this way, the 20th century saw a tremendous shift toward individualization. Technological innovations have brought a world of information and entertainment to our fingertips. And yet, most firms’ marketing strategies have not kept pace with modern technological capabilities. A few online retailers, such as Amazon, are indeed altering product offerings, sales, and even website appearance according to the individual consumer’s preferences and purchasing history. But this sort of approach is hard to find offline.
Is Twitter a Useful Customer Engagement tool?
Monday, August 10th, 2009
If we tallied a vote for the most popular new social networking tool, I’m betting Twitter would take the prize. It seems that everyone from Elizabeth Taylor to John Cleese is tweeting these days. Elected officials and state and local agencies across the country are now tweeting, too. Twitter has even been credited with disseminating information from countries that were previously isolated, like Iran. Will Twitter soon become an essential part of doing businesses? And if so, how?
Why All The Telecom Customer Service Problems?
Friday, July 24th, 2009
How many times a day do you use your cell phone, land line, internet connection, and/or cable television? If you’re like me, your answer shows just how much you rely on your telecom provider(s). And yet, most people don’t feel warm and fuzzy when they think of their cell phone or internet company. When compared to other industries, telecom suffers from lower customer engagement scores, higher incidence of customer problems, and slower problem recovery (data available in the PeopleMetrics 2009 Most Engaged Customers Report).