In Part 1, I explained that both sides of the customer experience equation—what I am led to expect, and what I perceive I received—are both heavily influenced by today’s hyperconnected world. Let me recap briefly before I explain how we can approach customer experience in this new world.
Today, I can easily compare products across the globe—and get any number of reviews on your products versus any others. Perhaps even more influential are the social media networks, where those I listen to most—my friends—can quickly influence me and make or break your product. Read More »
Today, we’d thought it might be time for a little fun. We’ve found some Cisco videos that might make you laugh, might make you cry and hopefully provide a little distraction as the week wraps up. Here are our favorites!
The Royal Wedding Planner
There are so many little details to worry about when planning a royal wedding. This little video helps all of you who may find yourself planning your own royal wedding one day!
Facebook, Twitter, Groupon – Social media sites grab the headlines as their valuations continue to skyrocket based on the perception that these sites significantly influence how we work, play, and shop today. But how influential are they, really?
We know about Facebook and what a HUGE country its participants could now form; its growth continues unabated. More people spending more time on games, vacation pictures, and stalking former flames.
Twitter is truly a new media outlet with fast-breaking, world-changing news being tweeted 24×7. Look at how Twitter helped to bring down an entrenched dictator in power for over 40 years in Egypt to get a sense of what unfettered access to information can do – even if it is only 140 characters at a time. In its less world-changing form it is also a source of ongoing banality that can numb even the most avid tweeter.
And Groupon – yes Groupon continues to grow quickly as well. With its most recent foray into China the company is in 43 countries and has 51M subscribers (source: Economist) but with other group coupon sites springing up like weeds in springtime, its competitive advantage has been severely eroded. The concept has, however, changed shopping in ways that weren’t even anticipated only three years ago.
So what’s a retailer to do? And perhaps, more importantly, how can retailers make money in social media?
How great is it that we now have the ability to broadcast our gripes to anyone that will listen and if we have enough creativity, we can even re-brand ourselves to great acclaim. But how challenging is this for a business who may be making attempts to not only broadcast a message in these new ‘social media’ channels…but is also realizing that these are great listening posts as well? There are lots of free tools for doing this but they are next to impossible to integrate into the customer service framework that has been built and perfected over the years.
The combination of challenges and opportunities available to us these days are not limited to social media. The root issue here is that our modes of communication, the channels if you will are shifting – some of these are really taking root (video for instance) and others are either maturing (audio) or on the brink of acceptance (twitter/facebook).
Today’s show is about the tools you can employ to respond to this reality today AND set yourself up for success no matter which way these things may shift.