Customer Experience News & Articles

On Wednesday, we all came together for another monthly Tweet Jam -- this time to discuss how to grow and engage customer communities. Sure, it sounds simple enough but we wanted to dig deeper to learn what really goes into developing and managing opportunities for customer engagement. Since there were lots of questions, we've separated our recap into two parts. Let's take a closer look, shall we?

 Wavii has closed down its existing summarizing service app after being acquired by Google, where it will likely fulfill the same role that Summly now does for Yahoo. 

New media company, Betaworks has announced that it has acquired Instapaper, a read-it-later platform.

With plenty of revenue from all those desktop web games, how will Facebook translate that as users access social media and games increasingly from their mobile? The acquisition of Parse whose mobile app development SDK for iOS and Android and other platforms powers thousands of apps seems to be one answer. 

Twitter has rapidly become a vehicle for brand marketing and reinforcement, but keep in mind that it’s only partially a broadcasting channel. Many companies are using it as a one-way broadcaster of 140-character messaging, instead of using it to engage followers. Startup Nestivity, which develops community software tools for Twitter, has come up with a list of the top 25 brands that best utilize Twitter for customer engagement.

For social media marketers looking to make the most of visuals, there is a new tool called PICT --  a shoppable photos application.

Companies need to be more strategic about how they optimize their websites, and it starts with aligning marketing goals to business goals according to the findings of an Adobe Digital Index report on digital marketing optimization.

The way social media sites are being accessed and by whom is changing, according to a report from the Temkin Group.

Open source CMS provider Joomla! has released version 3.1 of its popular system. The minor update includes an integrated tagging system for identifying a variety of components in different ways.

 Leading Windows Phone maker Nokia is inviting the press to an event next month to show off the future of the Lumia range. Expect more than just the Lumia 928 as the company pushes out from its recent turnaround. 

Like any relationship, the customer-company relationship is the sum total of all the interactions. These days, those interactions take place across a variety of channels, and a new report from Lithium and Forrester looks at how customer service, a key location for customer interaction, must be in sync with overall customer experience efforts and throughout all social channels.

Social business service LinkedIn is making lots of moves this month, and its latest effort integrates your contacts with the likes of Outlook, your Google information and other sources to create a new breed of personal assistant app.

How far would you go in support of customer communities?

It’s been a DAM busy week, so let’s get started. In recent digital asset management news, America’s massive Digital Public Library opens its virtual doors, Daminion and Razuna update, Tandem unveils its cloud-based Vault and the DAMMYs open again for submissions. 

When we talked about how to improve the mobile coupon experience back in February, the Association of Coupon Professionals took note. This week at its annual Industry Coupon Conference, it’s clear that there is an emerging digital divide within the coupon industry.