Making The Experience Emotional and Personal: How Online Communities Can Help Companies Strategically Build, Protect, and Recover Customer Trust
Blog post by Michael Lowenstein on April 18, 2014
In books like Robert Putnam’s Bowling Alone: The Collapse and Revival of American Community (Simon & Schuster, 2000), the isolation of individuals, and the desire for community (through technological means) was thoroughly chronicled. Putnam identified this sense …
Building Brand Champions with Consumer Education
Blog post by Michael Noble on April 18, 2014
As consumer relationship management (CRM) technologies have matured, it isn’t surprising that some competing/complementary systems have also gained traction. One among many such responses, CEM, focuses on consumer experience (or engagement depending on what you’re reading). The …
4 ways to bring the customer into your journey mapping workshop
Blog post by Jim Tincher on April 18, 2014
A journey mapping workshop is a powerful way to build customer intelligence and to create customer-based capabilities. Journey mapping workshops bring together members from different parts of your company to walk through a particular customer’s journey, documenting your …
The 4 Keys to Voice of the Customer Success: Key #3 – Action at the Location Level
Blog post by Greg Lloyd on April 18, 2014
We are now on Part Three in this four-part series on VoC success. Check out the first two keys now if you missed them earlier: 1. Get full executive sponsorship and 2. Go beyond surveys to build …
Fixing Your Intranet: A Guide For Leadership
Blog post by Vanessa DiMauro on April 18, 2014
The corporate intranet is a complex organism. This prettier, younger sister of earlier knowledge management tools is now ever-present in many larger enterprises. While intended to tap into pre-existing employee engagement and insight-sharing behaviors and encourage the …
Four Simple Tips for Better Sales Coaching
Blog post by Kevin Davis on April 18, 2014
Looking for practical advice on how to do more and better sales coaching? Here are four tips to get you started. 1. Stop doing e-mail first thing in the morning. Instead, coach somebody. You know what happens …
Customers and Co-workers Expect Faster Email Responses
Blog post by Jeff Toister on April 18, 2014
The results of my 2014 email response time survey reveal it may be time to re-think our response time standards. Customers, co-workers, and even our friends expect faster responses to email than ever before. Previous years’ surveys …
What happens when the bloom falls off the rose?
Blog post by Michael Allenson on April 18, 2014
Years ago, I attended a friend’s wedding and to my surprise, at the end of the wedding ceremony, the Rabbi talked about the importance of becoming friends and having a good relationship, because in 10 years, the …
Fail to Plan, Plan to Fail
Blog post by Annette Franz Gleneicki on April 18, 2014
Image courtesy of Will Scullin What is an analysis plan? And why do you need one?In response to my CEM Toolbox: Making Sense of Your Data post, I was asked to provide some details about an analysis …
“Get To Know Your Customers” Day
Blog post by Jodi Beuder on April 18, 2014
Most of us who are old enough to remember would have fond memories of the good old days when businesses were ran by owners themselves: corner stores, book shops, coffee joints, where everyone knew everybody by their …