Tag Archives: customer experience

Is social CRM in? Is social CRM out? In… Out… In… Out… Shake it all about

The hokey cokey. What if that really is what it's all about?

What a confusing world we live in.  A couple of weeks ago one leading thinker would have had us believe Social CRM is dead. A week later, it’s not dead, it just needs to evolve.

Thankfully this week Facebook has come to our rescue. Step back from the life support machine, it lives.

At the risk of contributing to this hokey cokey of business buzzwords, and as much for my own clarity as anything, I thought I’d try to apply a touch of logic.

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If you pay for passion, do you just get a transaction?

I think I’ve hit upon a silver bullet. I know exactly how to hire and keep the right people to achieve excellence but I need to take you on a journey before I can reveal it. This is the first of four posts on motivation.

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Engaged employees – a management pipedream?

61% of companies are aiming to deliver the best customer experience (CE) in their industries over the next three years according to ex-Forrester analyst and CE expert Bruce Temkin. That customer experience is widely regarded as an area in which to differentiate a brand is no surprise to those at this year’s European Customer Experience World. Striving for excellence was the common denominator amongst delegates.

Attempting to find Sofitel Heathrow T5 with a satnav that predates T5 is not much fun

For Temkin, customer experience correlates to loyalty and there are four competencies that an organisation must have to be customer centric: purposeful leadership; compelling brand values; customer connectedness and employee engagement. This last one you can gauge by asking the question, ‘are your employees fully committed to your goals?’

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