Beyond Philosophy

JULY 6, 2016

I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. However, as econsultancy pointed out in a recent article , most multi-national companies don’t know how to adapt their customer engagement strategies to an Eastern digital environment. All of this leads to problems.

Social Media 113

Social Media Multi-Channel Customer Centricity Consulting 113

BirdEye

JANUARY 11, 2023

What are the benefits of social media for multi-location businesses? Also, since social media activities can be tracked and measured on most platforms, multi-location businesses can gain valuable insights into how effective their campaigns are as well as which locations are driving the most engagement and/or sales.

Social Media 98

Social Media Multi-Channel Advertising Measurement 98

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. By developing surveys with a clear focus on a valuable target demographic, digging in around negative feedback, and engaging customers over a variety of channels, you can create your own actionable data machine.

Customer Retention 150

Customer Retention Survey Data Net Promoter Score 150

Magellan Solutions

JULY 15, 2021

The outsourcing provider based their messaging strategy on how the client’s new influencer marketing platform can solve their target customer’s pain points. The lack of data about the competitors makes it hard to create an appointment setting strategy. This data includes customers’ information and previous transactions.

Call Center 40

Call Center B2B Sales Retail 40

BirdEye

OCTOBER 31, 2023

Customers today heavily depend on online review sites, public forums, and social media channels when choosing businesses. With the right reputation management company, businesses can proactively collect positive feedback across various channels, rather than merely reacting to negative reviews. “I I reviewed over 20 different offerings.

Company 109

Company Management Social Media How To 109

Kustomer

OCTOBER 28, 2022

Many believe that the concept of omnichannel dates back to 2003 when Best Buy created a strategy that centered around the customer in order to compete with Walmart’s electronics department. In the diagram above, we have the typical multichannel model of customer engagement, where the customer reaches out through the channels of their choice.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Kustomer

FEBRUARY 25, 2020

Many believe that the concept of omnichannel dates back to 2003, when Best Buy created a strategy that centered around the customer in order to compete with Walmart’s electronics department. In the diagram above, we have the typical multichannel model of customer engagement, where the customer reaches out through the channels of their choice.

Customer Experience 59

Customer Experience Omni-Channel Customer Centricity Multi-Channel 59