Is social media the next frontier for improving customer experience?

frontier

In early May, Sprout Social released their 2019 Index which looks at the state of, use, challenges and relevance of social media. The main findings of the report were that: Marketers struggle to create social strategies to support overall business goals. Marketers need to dig deeper to understand their audience. Consumers want to be engaged and entertained before they buy. Facebook continues to dominate the social landscape. Brands are only scratching the surface of what social can do. Given that

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How to engage potential customers with your brand

This is a guest post from Jason Grills is a technical writer associated with ProProfs Chat. Brands heavily invest in marketing and customer service.  This is because they represent the beginning and the end of a sales journey. But today, with everything the digital world has to offer, customer experience extends beyond the sales journey. Customers want to be heard, get answers to their questions, get their problems solved and feel connected to the brand. To be able to meet

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How to give back to the community and gain new customers

This is a guest post by Lexie Lu, a designer and regular blogger at Design Roast. Every business leader is on the lookout for perks, employee benefits or business strategies that will help generate new customers and attract and retain top notch employees. Many overlook a simple effort that can build goodwill in the community while improving office morale: philanthropy. Giving is the right thing to do, but it’s also a great way to increase employee satisfaction and gain new

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Social employee advocacy – Why it works and how you can implement it

This is a guest post from Disha Dinesh, who is a Content Writer at Godot Media. The concept of advocacy has been present in varying forms right from the times of traditional marketing and certainly existed through the initiation and take off of social media. However, the onset of tech based advocacy platforms to manage employee advocacy programs for social media is relatively a more recent concept. What is a social employee advocacy program? A program that encourages employees to

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Millennials and how they engage with insurance companies – Interview with Dr Paul Redmond

Today’s interview is with Dr. Paul Redmond who is a leading expert on generations and the graduate labour market. Dr. Redmond joins me today to talk about a report that was recently released by Capgemini and Pegasyatems that looks at how UK millennials are engaging with insurance companies, how important social media is in that context and the lessons that can be learned from learned from the research. This interview follows on from my recent interview – Improving B2B customer

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Brands with purpose build better relationships with their customers – Interview with Jeremy Waite

Today’s interview is with Jeremy Waite, Head of Digital Strategy, EMEA @Salesforce Marketing Cloud. He joins me today to talk about his new book: From Survival to Significance. This interview follows on from my recent interview: Copying your way to increased innovation, creativity and competitive advantage – Interview with Mark Earls – and is number 142 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience

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Social leadership and why the C-Suite has to go social – Interview with Ted Coiné and Mark Babbitt

#182765845 / gettyimages.com Today’s interview is with Ted Coiné and Mark Babbitt, co-authors of a new book called: A World Gone Social: How companies must adapt to survive. They join me to talk about their book, the challenges that they see many firms facing, how to address these challenges and why customer service is not only an issue for whole organisations but is also a leadership issue. This interview follows on from my recent interview: Find and fix customer problems

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Abandon email as a customer service channel at your peril

When it comes to customer service and the channels that businesses use to serve their customers, most of the talk in the marketplace is about self-service, smartphone apps, social media etc etc. All of which, I think, are really exciting and useful and these new channels are pushing the boundaries of how customers can get and receive better customer service. However, when you fight your way through all of the “talk” and look at the data about how customers are

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Improve your social customer service, by all means, but improve your operations first

Just before Christmas a friend of mine tweeted me the following: One for your blog @adrianswinscoe how not to manage a facebot page https://t.co/2bE3MYpIeO On investigating the link, I found that a person by the name of Tamlin Magee had sent Domino’s Pizza the following message: hello domino’s pizza. i was thinking about eating your pizza the other day and felt immensely ill, i think it must have been something i thought of at domino’s, because i hadn’t thought about

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