Here's our roundup of recent news and views worth checking out:
Empower Customer-Facing Employees to Engage Customers
Who doesn't appreciate it when a company goes above and beyond? Customers welcome an experience where they feel like time is being saved or their lives are being made simpler. Cater to your customers and encourage your customer-facing employees to take the necessary time in creating a thoughtful and positive customer experience. A little extra effort can go a long way. By personalizing your customers' experience, they're more likely sharing their enthusiasm for your brand. Click
here for the full article.
Beware of Customer Experience Management Shortcuts
Shortcuts can be appealing but they don't typically pay off. Customer experience management requires careful planning and seamless execution. Don't waste time trying to cut corners when it comes to creating an efficient and effective platform. You’re better off taking the time to outline your program architecture, maximize your survey data and key performance indicators, and include your stakeholders in on the process. Unless you're willing to roll the dice and come out on the bottom, take the necessary time and steps to be successful and reach the top. Click
here for the full article.
Persuasion and the Empowered Consumer
Consumers are bombarded with messages on a daily basis. Rather than overwhelm them with meaningless content, be strategic and respond to their preferences by paying attention to their behaviors and habits. Jason Silva discusses the concept of "engineered serendipity" and how companies can quantify and measure their consumer base to create more appealing messages. Take advantage of the empowered consumer and create a customized and personal experience. Click
here for the video.
Zappos, Sephora Leverage Selfies For Customer Engagement, Sales
With 71 percent of consumers likely to make purchases based upon social media referrals, retailers like Zappos and Sephora have started utilizing the power of the selfie. Websites have launched personal shopping services aimed to enhance the customer experience by eliciting the help of personal stylists and hashtags. Consumers are now receiving a more personalized shopping experience from the comfort of their own home. Using this technology to draw attention to particular products and trends gives retailers more power to reach their consumers. Click
here for the full article.
Why CEOs Should Care About Mobile Security
CEOs aren't expected to have all the answers when it comes to mobile security, but they should be asking questions and doing their due diligence to make sure their infrastructure is secure. Mobile devices have changed the landscape of workplace security and require additional measures to insure safety and security. Secure web connections should not, but often times do, instill a false sense of security. Companies large and small need to have a supported and trained IT team to avoid costly and dangerous security breaches. Click
here for the full article.
Eric Tejeda is the Director of Product Marketing for PossibleNOW and CompliancePoint. Eric supports the organization’s growth objectives by productizing
and launching innovative new products and services that fill critical needs in
the marketplace.
With 25 years of experience, Eric firmly believes that
permission-based marketing and preference management is a mega trend and the
path to success for marketers today.
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