How to Provide Customer Service in Social Media Channels

Convinced social media servicing is an important initiative, customer experience management professionals are now looking for an answer to the question "How do I provide customer service in social media channels?" This article provides advice for companies looking for software to enable social media servicing. Read More

The Customer Lifecycle: Discover, Explore, Commit, Engage

Managing the customer life cycle today means service providers must manage customer relationships through a variety of touch points. But just establishing a presence in a channel is not enough: the quality of the interaction must be frictionless and satisfying to the end user. Read this article to learn more about Forrester research's thoughts on... Read More

Healthcare Customer Engagement Benefits from Framework

Research shows that patients who understand and take action with regard to their own health and healthcare decisions, have better health outcomes and may even have lower healthcare costs. Thus, it is imperative that healthcare providers embrace patient engagement. Read this article to learn about a new guide from the National eHealth Collaborative (NeHC) that... Read More

A Dire Need for Customer Engagement in Financial Services

Banks and financial institutions came in last in the business industry category for consumer trust according to the Edleman Trust Barometer. Read this article to see why financial institutions struggle with engagement and discover one new method of improving customer engagement for financial consumers. Read More

Reduced Hospital Re-admits Achieved with Customer Experience Management

The crackdown on re-admissions is at the center of the Affordable Care Act’s effort to erase unnecessary care and slow Medicare’s spending. Customer experience management could be a crucial aspect to your hospital's bottom line. Read this article to learn more about how customer engagement for healthcare providers can improve the patient experience and drive... Read More

4 Requirements for Customer Self-Service Technology

Customer self-service capabilities provide your customers with the ability to get immediate service on their own, 24 hours a day, without picking up the phone. This has a direct effect on customer satisfaction and loyalty. However, one of the toughest challenges small to medium-sized businesses (SMBs) face is convincing the guy with the checkbook to... Read More

Subway Social Media Snafu

This article over at, ""The case of the missing inch: Why don't all Subway 'footlong' subs measure up?" demonstrates a perfect example of a customer using a company's social media page to cause problems. Subway, the world's largest fast food chain with 37,000 locations, is facing criticism after an customer posted a picture on... Read More

2013 will be the year of Total Customer Engagement

2013 will be the year of Total Customer Engagement. Companies should refresh their way of thinking about customer engagement and put the customer at the center of their efforts. This article by Felix Velarde makes very interesting points about how companies can achieve the sea-change in thinking. Read More

Customer Self Service Goes Mobile

One of the big trends throughout 2012 in technology was the explosion of smartphones and tablets. These smaller devices allow consumers to access the internet from anywhere. Cutting edge companies are taking advantage of this surge to provide mobile apps that allow for customer self service. Helping the customer self serve improves productivity as well... Read More

Successful Organizations Build a Customer Engagement Culture

In the era of the customer, where they expect to get what they want on their terms and timeline, companies are becoming engagement-focused to avoid customer churn. This article references research from Forrester about the habits of customer-focused companies as well as an article from Chief Learning Officer magazine. Read More

Customer Engagement = Building Meaningful Relationships

Customer engagement must embrace all customers – internal and external – to be successful.Build solid relationships with customers and employees by developing and executing strategies to engage them both. Customer Engagement will help generate meaningful relationships that establish trust and promote loyalty. Read More

Why Your Business Needs A Customer Engagement Strategy

A customer engagement strategy is about more than bells and whistles. It's about creating an interaction between your brand and your customers. This increased interaction allows your business to become more than a product or service; it becomes a part of your customer's social channels, their peer groups and your brand will get integrated into... Read More

Becoming Channel Agnostic in the Mobile Age

Smartphone use is growing at an astonishing rate of 45% year over year. Nearly half a billion people will connect to the cloud from a mobile device this year. So what does that mean for the companies that are doing business with, hoping to do business with, or providing service in some way to these... Read More