Netflix Explodes Its Customer Goodwill

Alchemy of Change

A few months ago, pioneering movie rental company, Netflix announced some new price changes that really ticked off its customers. Customers howled. Customers weren’t the only folks disappointed in the company.

Custom 202

How To Add Custom URL to Google Plus G+

Laurel Papworth- Social Network Strategy

How to get a custom URL for Google Plus. Anywho, How to add a Google Plus custom URL. I am on my PROFILE menu (right errr left hand side), and the “Your profile is preapproved for the custom URL: google.com/+LaurelPapworth” pops up. Custom URLs for Google Plus.

Custom 207

The Customer Community

Online Community Strategy

On one hand, these programs have yielded moments of customer connection, advocacy and insight. Companies now realize they have been renting their customer communities on social platforms. . Developing Customer communities. Image © Leigh Prather.

2017 59

The Customer Community

Online Community Strategy

On one hand, these programs have yielded moments of customer connection, advocacy and insight. Companies now realize they have been renting their customer communities on social platforms. . Developing Customer communities. Image © Leigh Prather.

2017 46

#Movistar – Who Owns Your Customers Problems?

Elsua

What a difference owning your customer’s problem makes! . Yes, I know, I am one of the 22 million customers Movistar has, but it is of no excuse really to make a single customer wait for nearly 2.5 Why can’t companies that claim to be customer centric get this?

2015 130

Want to Know What Community Members (a.k.a. Customers) Need? Just Ask.

Online Community Strategy

customer’s) needs. In many cases there seems to be a real fear (or at least discomfort) in connecting 1 to 1 with customers. Note: I will be using the terms “member” and “customer” interchangeably in this post. Customer Conferences. Are you “Member Shy”?

2016 74

Citizens or customers?

Chris Corrigan

In essence, the New Public Management seeks to (a) isolate public services, so that (b) each can be run by an individual manager, who is (c) held accountable for quantitate measures of performance, while (d) treating the recipient of these services as “customers.”

2016 46

How NOT to do Customer Service on Twitter Crucial Paradigm

Laurel Papworth- Social Network Strategy

I think you’d have to be really really clear that you are justified in sacking a customer for a Twitter comment before you asked them to move on. How NOT to do Customer Service on Twitter Crucial Paradigm is a post from: Laurel Papworth- Social Network Strategy.

Custom 149

#Movistar – The Cost of Lying to Your Customers

Elsua

I am writing officially on purpose, because after 61 days I am still waiting for Movistar (That Queen Between that always wants to get paid , but fails to deliver on customer service big time!) I am just A customer.

2015 130

WOM Lesson: Celebrate Customers

Ant's Eyeview Blog

At Ant’s Eye View, we believe the purpose of business is to create customers who create customers. What better way to create customers than to celebrate your current customers – give your current customers something to talk about – WOM 101.

The Tribulations of Customer Service with Opera

Elsua

How about if we take a look at the state of one of the most powerful use cases and success stories behind social networking and social media out there, Customer Service , and see whether we have got another winner or not… Hummm … not really.

Custom 130

Introducing Network Thinking: A Mobile Approach to Customer Communities

Online Community Strategy

Customer Communities Don’t Have To Be Complicated. We also know that customers connected to a company’s “network of relationships” are more valuable. One of the best ways to create a customer network is to develop online communities.

2016 73

PBworks Provides Customer Relationship Collaborative: CRC

Portals and KM

PBworks has now launched its PBworks Customer Relationship Edition, which extends CRM solutions such as Salesforce.com by offering shared online workspaces for collaborating with customers and prospects throughout the entire customer lifecycle.

SAP and MindTouch Work Together to Enhance Customer Experience

Portals and KM

A major area of concern for companies with large customer bases is the consistency and quality of the information a company provides. Service agents are also able to help customers take advantage of up-sell and cross-sell opportunities at the right time.

SAP 130

Laws to Stop Customers and Voters from Doing #SocialMedia Activism Campaigns #TPP

Laurel Papworth- Social Network Strategy

Amendment to Consumer and Competition Act to stop Customer Anti Social Media Campaigns. Losing our communication rights.

The Secret Ingredient for Customer Lifecycle Marketing? Community Management.

Online Community Strategy

A recent benchmarking report from Demand Metric on Customer Lifecycle Marketing illustrates the impact of aligning marketing efforts around a customer journey model. The report also illustrates a number of blindspots that are derailing Customer Lifecycle Marketing efforts.

2016 67

Instant Customer Data Analysis using Excel: worked example

The Bumble Bee

One of the most useful aspects of Microsoft Excel is its ability to quickly slice and dice customer data from live systems to identify important trends and behaviors which can inform strategy. Are a disproportionate amount of high-balance customers closing their accounts in the last 3 months.

2012 152

Event: Customer Service Call Centres and Social Media

Laurel Papworth- Social Network Strategy

As you probably know, I believe that while marketing and PR want social networks to be about them and their needs, the customer usually has a specific question they want answered, best suited to Customer Service engaging on support and FAQ issues. But mostly, the customer is about wanting answers, not fluffy “please call our hotline with your details&# tweets and responses.

Custom 104

Moxie Software and Microsoft Partner to Enhance Customer Service Capabilities

Portals and KM

As part of the partnership, Moxie Software will provide Microsoft Dynamics CRM with comprehensive, multi-channel and knowledge base solutions for delivering superior customer experiences. This is a good move, as customer connections will increasingly occur through mobile channels.

2013 130

And while we're on the subject of customer service.Sanita

Endless Knots

One pair, the Darcy, which you can order here , continues to get compliments (the other two are regular ole' clogs, albeit in great colors--brown with red trim and steel gray) so here's a picture of it, an ad, if you will, because what they did is real customer service.

2013 129

Evolution of Chat and Email in the Contact Center Industry

Portals and KM

I pulled out my credit card and proceeded to contact the customer service department. I was experiencing horrible customer service at its finest. is email the next wave of customer service support versus calling the toll-free customer support line? The Pros and Cons of Email Support From a company’s perspective, I can understand why email-only customer service is an attractive option. But relying solely on email leaves customers without the options they crave.

State of Customer Data Integration in 2012

Portals and KM

In February 2012, Scribe Software surveyed 300 business leaders and channel partners to uncover opportunities and challenges associated with customer data integration. “ The State of Customer Data Integration in 2012” report contains input from C-level executives, business analysts and IT engineers, and systems integrators and consultants who design and implement data integration for their enterprise clients.

2012 100

Want to Know What Community Members (a.k.a. Customers) Need? Just Ask.

Online Community Strategy

customer’s) needs. In many cases there seems to be a real fear (or at least discomfort) in connecting 1 to 1 with customers. Note: I will be using the terms “member” and “customer” interchangeably in this post. Customer Conferences. Are you “Member Shy”?

2016 46

Great Products Don’t Need Customer Service – “La Bicha”

Elsua

This time around something really interesting happened though that I wasn’t expecting, but that it had plenty to do with Social Business and Customer Service. And I would be trying to do my utmost to engage with those clients to learn how I could improve the overall customer experience.

2012 130

Customers Rock!

Ant's Eyeview Blog

Becky Carroll , Customer Advocate and blogger at Customers Rock! has a very powerful philosophy – best way to achieve organic growth is to successfully build upon a rock-solid customer base. I had the opportunity to meet Becky last year at Marketing Profs Digital Mixer and ever since I have read and admired how she carries the customer experience torch. Take a minute to check out Becky and latest blog post on Avoid the Customer Tug of War

Customize Enterprise Wikis In SP2010

Collaborative Thinking

New site template for SharePoint Server build on publishing infrastructure - enhanced with categories, social tags and notes, page templates (content types and page layouts), ratings (web analytics) and customizations (master pages, CSS). Sitting in Customizing Enterprise Wikis in SP2010 #spc09. Gail Giacobbe, Principal Program Manager Lead and Ted Pattison, SharePoint MVP.

Wiki 100

Organizations Struggling to Integrate Customer Channels

Michael Sampson - Currents

Recent research by Pitney Bowes points to the problem of low integration between different marketing channels , and the consequential costs of this: " Pitney Bowes Software (PBS), a global leader in customer data, analytics and communication software and services reveals, through a study of large B2C organisations in UK, France and Germany, that customers are being lost through fragmented and inconsistent communications and failure to integrate marketing channels.

What American Idol Teaches Us About Customer Engagement

Alchemy of Change

As customers, we know instantly when organizations get this mix is wrong. So yes, build a culture that values authenticity from day-one, but then concentrate like crazy on execution – know how to fulfill your customer promise.

Making Better Use of Customer Intelligence

Portals and KM

First, they found that customer knowledge is an elusive commodity. As a result, decisions can be based on an incomplete view of the customer. For example, the data can raise questions to ask customers. The customers can bring up issues to validate with data. I have seen this first hand in research on internal employee capabilities and interests and I am sure it will work with customers

Custom 100

Top 10 Customer Experience blogs

Community Guy

The fine folks at Six Apart asked the Ant’s Eye View team to share our Top 10 Customer Experience blogs. Customer Experience Matters. One of the best blogs on customer experience as a discipline around. Customers Rock! We’ve put together what I think is a pretty strong list of blogs you may or may not be reading. Here’s the first three on the list, just as a teaser. If you want to see all 10, head to Blogs.com. Confessions of an Aca/Fan.

MeasuredUp Enables Company to Customer Conversations

Portals and KM

While it is a customer-service driven social networking site, it also helps companies make things right when consumers feel wronged. Marc has introduced the possibility of conversation between customer and company. The focus is more on customer service than product reviews.

Custom 130

Connected Customers

TNT - The Network Thinker

Hotels are used to dealing with disconnected customers -- hotel guests who do not know each other. As mentioned in the previous post, I attended the INSNA Sunbelt conference and had a wonderful experience.

Understanding Your Online Customer's Moves with TeaLeaf

Portals and KM

At the same time, the Web is perhaps the only form of business where you can’t actually see or interact with your customers on a personal basis at the point of transaction. I have worked extensively in a past life with customer service in call centers and their monitoring systems.

Custom 130

New Research on Hard Benefits of Online Customer Communities

The Bumble Bee

According to a 2011 survey, almost 50% of the top 100 global brands host some kind of network or community but are there any indications that these investments are paying off? Strategy and Business Magazine have just published an article which suggests the answer is "YES". Virtual Communities

Forrester Groundswell 2011 Awards: AT&T – Proving the ROI of Social Media for Customer Service

Ant's Eyeview Blog

Learn what AT&T did to quantify the impact of leveraging social media for customer service. Background: In the summer of 2009, the customer service team at AT&T made the decision to address negative sentiment and unresolved customer service issues on the social web.

2011 61

Connecting With Customers Through Social Media

Collaborative Thinking

Back then, it was all about connecting and responding to customers and just making social media work. Today it's not just Dell Outlet having success connecting with customers on Twitter. Dell Canada responded because the team heard our customers. Twitter numbers and growth in Dell’s presence in other social networks is one thing, but what does this mean to our customers and for Dell’s social media strategy overall moving forward?

Custom 100

Coveo Customer Information Access Solutions (CIAS) Moves to Version 2.0

Portals and KM

The Customer Information Access Solutions (CIAS) are a set of individual, but related, extensions of the core platform that address specific business issues. We first discussed CIAS for Customer 360 that provides analytics dashboards.

Custom 130

Adobe Releases Enhanced Customer Experience Management Platform with LiveCycle 2.5

Portals and KM

They began offering LiveCycle in 2004 and are now focusing this platform on supporting customer experience management. They are focusing on helping enterprise and government customers increase efficiencies and improve service.

Custom 130

Lotusphere 2012 Notes: Customer Conversation – Russell’s Convenience

Portals and KM

These notes cover my individual interview, Customer Conversation – Russell’s Convenience with Raymond Huff, Russell’s Convenience.  They are also using it to better handle customer feedback and minimize the impact of complaints. They have always been very responsive to customers but now they have an additional channel to handle this and share experiences across stores to avoid repeating any issues of concern. This is another in a series of my notes on Lotusphere 2012.

2012 116

Excellent Customer Support Summarised in a Single Word: ScreenFlow

Elsua

to find excellent customer service, as I was trying to share further insights on the recent fiasco I have gone through with both movistar & Apple with the 3GS iPhone. A story that features yours truly, once again, but this time around on what excellent customer support is all about.

Custom 130