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Bettering the Customer Experience . . .
Should You Bother Using Social Media to Serve Customers?
"I'm telling everyone I know about how rude your customer service people are." If you were browsing Facebook or Twitter and you saw a comment like this about your company, we'd bet you'd instinctively want to respond to that customer to try to fix the relationship. Comments like these put us on the defensive — we want to prove to both this customer and everyone else that will see this post that our companies deliver high-quality service. It's this instinct that has led to the growth of social media as a customer service channel. . . . read more >>
Create a Better Customer Web Experience
For many years, Web content management has been the realm of relatively unstructured content. The most basic content management systems use a page-based approach to store content; more advanced systems break up page content into separate items or components. In these cases, the title might be separated from the body text, and an image, and its caption may be stored separately. What you rarely see, however, is a detailed way to break up the actual body text into smaller bits and pieces, such as paragraphs or even individual sentences, bullets, or table cells. The reason for not breaking up the body text into smaller chunks is fairly obvious: For most Web sites, there is no need to do so. Content that engages a reader does not necessarily have to be very structured. It needs to read fluently, be consistent across various pages or sections of the site, have correct spelling and grammar, be optimized for SEO, and potentially be translated and localized. . . . read more >>
Why Customer-Centric Strategy is Overrated
Ever hear "[insert breaking trend] is a strategy" to compete, grow, differentiate, etc.? CRM is a strategy. CEM is a strategy. Social media is a strategy. Analytics is a strategy. Oh, and let's not leave out my personal favorite: Customer-centricity is a strategy, too. . . . read more >>
Goldman Sachs Leads $54 Million Investment in Infusionsoft
Infusionsoft announced $54 million in growth capital financing from Goldman Sachs. The company will use the funds to ramp up product development, accelerate marketing and sales and to grow its partner and education programs in the U.S. and internationally. Infusionsoft's all-in-one sales and marketing software combines CRM, marketing and e-commerce, and is designed specifically to help small businesses with fewer than 25 employees get more customers, increase repeat sales and save time. . . . read more >>