Keith Fiveson

Social Customer Engagement Data

As a board member of the Professional Association for Customer Engagement, the topic of social engagement caught my attention recently. It is one of several new "catch-phrases" that hopes to explain how companies, associations and organizations can better serve and support their customers, employees...

Building Social Care Muscles, Offers Six (6) Key Benefits

Your Doctor assesses your health and tells you to change your diet, get rid of the flab and build some muscle. You look at the evidence, do some research, ask around and then make some important decisions. You decide to incorporate exercise, eat...

The New Social Customer Service Paradigm

There is not doubt, in my mind, that customer service, sales and technical support will continue to be the differentiating factor determining the longevity of a brand or a company. However, the landscape has changed and the battlefield is both physical and digital. ...

The Evolution of the Social Contact Center

I think it started happening about seven years ago. Web 2.0 and social media kicked in gear an evolving platform and ecosystem of friends and business sharing that continues to open up new and exciting connection and convergence opportunities for marketing, support and...

Managing The New Social Customer Agent

Customer service has changed. It still remains a brand differentiators. But now, more than ever before, we live in a new age of self service and customer needs are different. They are intensified. In the age of self-service and digital...

Get Social Media & Cross Functional Team Engagement

Yesterday, I had a conversation with a banking executive (the bank will remain nameless) on the topic of social media engagement across functional areas. He noted how the bank, was missing opportunities to engage with its customers. That it...

Farts, Social Media & Cross Functional Team Engagement

We all fart, surely we do. Sometimes it's random, other times its strategic. It's different with strangers, or acquaintances, then with family, friends, or teammates. Loud or silent, strategies for dealing with a fart differ. For strangers or acquaintances we might...

Flyswatters vs. Beekeepers – Bee Social :)

There is a lot of buzz going around with social media and customer experience these days. Busy people, are buzzing to build communities, with sticky strategies that capture the hearts and minds of customers. The use of platforms, voice of the customer...

Emotional Intelligence and the Customer Experience

Consciously we express anxieties in a variety of unconscious ways. We also measure our experiences in a variety of ways. How they evoke, communicate and connect to us emotionally is one way. Is it pleasing, satisfying, fun, happy, sad, miserable, etc.?...

The Leadership Spirit and the Wow Experience!

Over 97 percent of American people are well familiar with Starbucks brand. This goes to show that more Americans know the Starbucks name than the name our Vice-president. Starbucks started out as a single miniscule coffee shop and today has spread its tentacles into 37...

Let’s Get Physical – Influencing the Conscious Customer Experience

The world is a stage and we are all but players in the experience. Lights, action, music, costumes. Conscious and unconscious experiences are often unspoken and unnoticed; yet they are a subjective and a real part of how we experience the world....

Consciousness and the Customer Experience

We humans think and connect more than ever before. We consume information. We network on social sites; research our buying decisions, assess our social values. We value products and services based on experiences. We offer commentary and vote with our dollars and sense. ...

Mobility and the Customer Experience

In less then five years, the face of communication and connection has been changed. We have moved from an Internet connected society, to a world that is connected through Mobility. Morgan Stanely recently outlined this growth by a factor of 10x over...

I Can See Them, They Can’t See Me…Lifting the Curtain of Customer Experience

I buy most of my things off the web (Amazon Prime Member) and find that many other people today are doing the same. I respect the way they (Amazon) treat me, even though I've never met the guy who ships my package, and...

What’s Love Got to Do With It? How Employees Impact Customer Experience

I know it sounds strange, but I am in love with my Apple and Amazon products and services. Do your customers love your company or brand experience? Is it a "WOW" experience or a "What's That For?" (WTF) journey? You might...

Empowered Employees Generate Great Customer Experiences

I recently went into Macy's for my wife's birthday present and had a heck of a time getting a good service representative to help me. I am not sure why, but they were more interested in talking amongst themselves then helping clients. ...

It’s the Service you Deliver that Matters, Not the Location

While speaking at a conference in Egypt, a fellow speaker recounted the story of calling a company and it was "just bad service" so I asked her where she was (since she sounded like she was from India). She said she was located...

The Importance of Customer Lifetime Value in Enhancing Retention and Boosting Revenue

I believe that the economy has driven firms to increasingly focus on becoming more customer-centric, delivering 'experiences' to their customers to increase profitability, retention and drive lifetime value. By focusing on developing innovative strategies that address the needs of every individual customer a...

Why is Customer Lifetime Value Important, to Enhance Retention and Boost Revenue

There is no doubt that the economy has driven firms to increasingly focus on becoming more customer-centric, delivering 'experiences' to their customers to increase profitability, retention and drive lifetime value. By focusing on developing innovative strategies that address the needs of every individual...

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