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Bettering the Customer Experience . . .
When Customers and Employees Clash Online
Recently, a pastor in St. Louis dined with a party of 10 at Applebee's. When her check came with an automatic 18% tip already added (standard for large parties), she crossed it out and wrote a note in its place that said: “I give God 10%. Why do you get 18%?” The waitress showed the receipt to a co-worker, who snapped a photo and posted it online. The rest, as they say, is history. The pastor was subjected to a vitriolic attack in the court of public opinion. The waitress was fired (at the pastor’s request). . . . read more >>
Do You Walk in Your Customers’ Shoes?
How you engage your team in knowing and understanding the lives of your customers is one of the things that differentiates the “beloved” companies for the “everyday” companies. While USAA new hires are not required to be from the military, they must understand the military. So new employees wear the military helmet and feel the weight of the backpack and flak vest strapped to their backs. USAA serves new employees MREs (meals ready to eat) during orientation so they can better identify with military life. They get to know the people behind the uniform by reading letters from soldiers and their families. . . . read more >>
Are Social CRM Strategists Falling For Tumblr?
Businesses have been posting, tweeting and now even pinning their hearts out all over the Web in hopes of getting those coveted customer clicks of approval. But is tumbling more pain than gain? Since its 2007 launch, Tumblr, the New York-based "micro-blogging platform," has created over 70 million blog URLs for its users, ranking it among the top twenty most trafficked sites in the U.S., according to Quantcast Corp., a company that provides website traffic and audience composition reports. Tumblr is pared down to the basics for one-click publishing in a variety of forms: text, photo, quote, chat, link, audio and video. . . . read more >>
SalesPortal’s Audience Segmentation Personalizes Offers
SalesPortal introduced a proprietary offer personalization engine. Offer personalization enables consumers to receive targeted product offers relevant to their immediate needs at the end of sales and service calls. The new personalization engine segments consumers by demographics, purchase history, and/or pre-dispositions, and presents relevant offers customized to the individual. It is the voice equivalent of ad personalization for online ecommerce. SalesPortal’s partnership marketing platform enables companies to collaborate with other brands in order to engage their customers with relevant, end-of-call offers from partner brands. . . . read more >>