My Take:
It's Not Fair
Gary Lemke, Chief Customer Advocate
(October 26, 2012)
Share
Madvocates, or Loyalist in Waiting, tweet, post, and otherwise share their dissatisfaction in ways unimaginable just a few years ago. They just want a little satisfaction. Online or in person, why do we see more and more adults throwing tantrums over seemingly trivial provocations?
It may be the decline of common courtesy. It may be that some people just aren't as nice as others. It could be "the last straw" for the stressed out. There are many other reasons and triggers.
Researchers have been looking for explanations of why people melt down over small things. Their findings suggest that it is a reaction to a perceived violation of an unwritten yet fundamental rule. "It's not fair."
"We can't have successful interactions in relationships, mutually beneficial to both people involved, if one person violates these rules, says Mark Leary, professor of psychology and neuroscience at Duke University.
Ah, now it's up to you to decide on the definition of what's fair. Is it about what you think is fair or what the customer thinks is fair? (Sometimes, it's not fair what the customer thinks is fair.)
Everyone is Talking about Social CRM. Few are Doing It. If your organization hasn’t adopted social CRM, don’t feel so bad. Most folks are in the same boat as you. Social CRM may seem like the topic du jour, but in reality most of the market isn’t adopting the principles or technology needed to truly make it work. More people don’t even know what it is. This is the current state of social CRM adoption – at least according to Awareness Inc., which recently covered the topic in its State of Social Marketing report. The survey found that 16% of respondents were using a “social CRM system”, while 17% didn’t know what social CRM was. 21% percent said they weren’t using social CRM, but planned to. But a whopping 46% simply said they didn’t use social CRM. . . .read more >>
Who is Accountable for the “Moments of Truth” of the CX? You can begin creating accountability for operational metrics by consistently defining the customer experience. It’s likely as you travel through your organization that if you can ask three people to define the stages of your customer experience, you’ll get three different answers. Not only will the answers be different; the interpretation won’t even mean the same to all three. The first job here is to define the customer experience in stages that characterize the customer relationship with you. Once the customer experience is defined, get granular on the contact points. . . .read more >>
Consumer Social Media Engagement Leads to Increased Sales Research released by LoyaltyOne and two North American academic institutions provides empirical proof that social media interaction between a customer and a brand drives immediate and long-term sales increases. The research constitutes a social media marketing breakthrough because it establishes the accountability link long sought by brands that have showered dollars on social media outlets while attempting to prove the return on investment to C-suite skeptics. Transaction-based proof that social media participation increases purchases is the outcome of a research effort undertaken as the 2012 LoyaltyOne Social Media Transaction Impact Study. . . .read more >>
Infor Adds Social Commerce Advisor, Insight for Social Commerce Infor announced a new collaboration with 8thBridge whereby Infor customers will now have the ability to enable social commerce by leveraging Facebook for social sharing and their website for transactions through two new Infor modules for inbound and outbound marketing – Social Commerce Advisor and Insight for Social Commerce. Infor’s two new social marketing modules, Social Commerce Advisor and Insight for Social Commerce, harness the power of the Infor Epiphany CRM Suite and 8thBridge Graphite technology to give marketers access to predictive and emotive social data not readily available via other means. . . .read more >>
