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Bettering the Customer Experience . . .
Remember When Trust Actually Meant Something?
The company that I would like to start ó or at least patronize ó sells trust. That's its product. It gives you a good feeling. It reassures. It lets you rely on it. It overcompensates for your anxiety. It leaves little room for doubt. Trust was, at a certain point in consumer history, what most successful brands were selling. Trust was the ultimate scalable asset ó once you established it, you could keep producing it at no further cost. Some brands could even extend their own trust levels to other products. Famously, the Good Housekeeping Seal of approval, a marketing brainstorm if there ever was one, let you feel good about anything with its imprimatur. . . . read more >>
MLB teams batting a thousand with social CRM strategy
Take me out to the ballgame. And while youíre at it, I prefer bleacher seats for Wednesday night games, want an IPA to wash down a plate of lemon chicken, hope to win a retro T-shirt in the next team trivia giveaway and I might make a comment on Facebook about overpaid athletes after reading the star centerfielder's derisive tweet about playing day games. Thatís a grand slam of expectations from a customer, but with a solid social CRM strategy in place, Major League Baseball (MLB) wants to hear from the peanut gallery. MLB teams want to understand, and try to meet, the expectations of their fans, because they otherwise risk losing them. . . . read more >>
GeoFluent to Support International Customers via Liveperson
Lionbridge Technologies has expanded its relationship with LivePerson and features GeoFluent †to support its international clients that contact LivePerson's support center.† GeoFluent for LivePerson Chat is a cloud-based chat translation application that gives contact centers and enterprises on-demand, translation within their existing LivePerson chat application. LivePerson has also offered the GeoFluent for LivePerson Chat integrated solution for deployment by LivePerson customers since 2011. . . . read more >>
The Future of Loyalty Rests in Unexpected Places
If you think that social media, group buying and word-of-mouth are the key trends that will shape loyalty marketing in 2013, Iíve got a few new phrases for you: Friend, Blend, Spend; Glocalism; and MomPopolies. These three terms each explain an emerging event on our horizon; a phenomenon with the potential to change the way we do business. Yet many marketers do not see these occurrences approaching, because they are preoccupied by more obvious trends such as the uncertain economy, mobile marketing and fickle consumers. In short, these phenomena are just under the radar. . . . read more >>