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Customer Experience News & Analysis

The 3 C's of Personalized Customer Service

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Customer service is a key differentiator for many companies. But as the number of communication channels and devices increases, so do the challenges of delivering personalized service across those channels.

A unified view of the customer is needed for omnichannel customer service -- something that can't be achieved with siloed systems and disconnected information. Channels can't merely coexist, but must inform one another to provide the needed context that makes each customer experience better and more personal. To succeed at customer engagement you must meet three fundamental requirements: being consistent, complete and contextual.

Luck Isn't a Digital Rights Management Policy

2015-23-January-Photographers.jpgOne of the many advantages of the Internet is the ability to share content and experiences, with people all over the world. There are quite a few downsides as well. This post will delve into just one of them: copyright infringement, which can pose a threat to everyone from the individual content creators up to Fortune 500 organizations.

So, what’s the fuss all about?

News Bites: MartMobi, OpenText, @AnalyticsWeek, More

The latest in synonyms, agreements, AKAs, designs and choices from Deutschland, the Hub of the Universe, the Beehive State, El Dorado State and the ‘Loo.'

Mark Cuban: I Don't Take Risks But I Sure Can Dance

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I've considered Mark Cuban a friend since September 1997, when I flew from New York to New Orleans to attend a broadcast news industry conference. At the event — the Radio Television News Directors Association convention — I came across a exhibitor then known as AudioNet.

Founded two years earlier by Cuban and attorney Todd Wagner, it was carving out a niche as the leading aggregator and broadcaster of streaming media programming on the web. I was intrigued by the idea of being able to listen to worldwide radio stations on the Internet so I struck up a conversation.

Two guys at the booth named Mark and Todd explained the concept — and I was hooked. So I made it a point to stay in touch. But the story was far from over.

Leveling the E-Commerce Playing Field

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Brick-and-mortar stores have an advantage over e-tailers when it comes to keeping customers engaged --it’s much harder for prospects to walk away from a face-to-face interaction than to click away from a website. In-store customers also go to greater lengths to shop there than online browsers, so they’re likely to be more receptive to immediate sales messages. E-commerce is clearly on the rise with growth estimates of 13.9 percent from Nov. 1, 2014 to Dec. 31, 2014 compared with the same period in 2013.

Companies Plagued by Mobile Marketing Mediocrity, Altimeter Finds

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Hold the (cell) phone.

Despite all the talk about the importance of mobile, the ubiquity of mobile devices and the merits of optimizing mobile experiences, most companies and brands are still failing to capitalize on mobile technologies — and losing the potential to benefit from what is arguably one of the greatest opportunities for customer experience innovation.

That's the surprising conclusion of research being released today by San Mateo, Calif.-based Altimeter Group, a research firm dedicated to helping companies understand and act on technology disruption.

In a report entitled "The Inevitability of a Mobile-Only Customer Experience" (registration required), co-authors Brian Solis and Jaimy Szymanski warn that many companies and brands are still underestimating and underinvesting in mobile.

What's more, they conclude, clearly defined and unified mobile strategies remain largely elusive to most executives and strategists, who tend to view mobile as the latest “bright, shiny object" rather than both a means and an end to incredibly improved customer experiences.

It’s a recipe for disaster, they argue — and an imperative for companies and brands to address right now if they want to remain relevant, competitive and continue to survive.

After Acquisition and Investments, Datanyze Poised for Growth

Silicon Valley startup Datanyze acquired its first competitor last month and updated its sales intelligence platform this week in moves that company officials claim will aid its growth this year.

The San Mateo, Calif.-based startup, launched in 2012 with one employee, has plans to nearly triple its workforce of 18 this year.

The projection comes on the heels of the company's acquisition of competitor LeadLedger in December and this week's announcement of Datanyze Insider, which provides sales reps company officials said with up-to-date information on prospects during each step of the lead-generation process.

Want to Make a 6-Figure Salary in Tech? Think DevOps

DevOps practitioners are among the highest paid IT professionals today, and the market demand for them is growing rapidly. That's the conclusion of research from information technology (IT) automation provider Puppet Labs, which released its DevOps Salary Report (registration required) yesterday.

The research is based on salary data gathered from the State of DevOps Report that it released last June. Analysis of some 9,200 technology professionals around the world shows that nearly half of development and operations (DevOps) professionals (which include a wide range of titles) make at least six figure annual salaries, at least in the US.

Emotion + Analytics = Speaking Your Customer's Language

2015-22-January-Laughing-Eyes.jpgIn a recent interview with Jeannette Ho, vice president of revenue management and analytics at FRHI Hotels and Resorts, she spoke about using analytics to quantify guests’ emotions, with the goal of understanding motivations for traveling. FRHI’s aims for an ideal of turning “moments” into “memories” when guests are staying with them -- a great way to create a truly delightful customer experience.

But the question is how do you keep that customer experience healthy even when a customer isn't on property?

MarTech Realities: Integration, Build vs. Buy Decisions

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More people are talking about digital marketing technology. And that means more numbers.

We started the year with this "inspiring," "frightening" number -- 1,876, or the number of marketing tech vendors out there.

Today, we continue to the conversation with another number: 50. That's 50 as in the percentage of digital marketers who favor a marketing cloud suite -- the same number who like a best-of-breed solution approach.

That's the finding of the Winterberry group, which interviewed more than 50 advertisers, marketers, publishers, technology developers and marketing service providers last fall. Marketers, the research found, are evenly divided when it comes to the build vs. buy debate.

Medallia Resolves to Prevent Recurring Customer Problems

Medallia's all for closing the loop on customer complaints. But it doesn't want to seal the deal there.

Business cliches aside, the customer experience provider out of Palo Alto, Calif., today released Medallia Resolve. Officials said it will help companies find the root causes of recurring customer pain points so they can be addressed at the source of the problem -- and never happen again.

It's learning what "caused you to close the loop in the first place," said Sam Keninger, senior director of product marketing for Medallia.

"No one else is going to be able to aggregate the postmortem root cause en masse across a distributed customer base," Keninger told CMSWire. "That's the key. Having all of your distributed employees type in the workflows they took and the actions they took and be able to aggregate that up with all their customer experience data."

Joomla's Latest Offering: An Option to Build Free, Hosted Sites

The Joomla open source web content management system (WCMS) community announced a new website-building offering today.

It's launching Joomla.com, where users will create and build freely hosted Joomla websites. Joomla partnered with SiteGround, a web hosting company who has built the server infrastructure that will accommodate the free Joomla sites.

CMSWire Tweet Jam: Differentiating via Experience and Commerce #CXMChat

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Online retail grows more competitive by the day. Customers expect the same experience, whether it's in store, on the web or in a branded app. Companies that want to remain competitive are turning to a marriage of content and commerce to deliver the ultimate customer experience. So, what does doing this well look like, what challenges are involved and where is there still room for improvement? Join in to discuss during our first Tweet Jam of 2015.

Q1 Planning: Top Marketing Technology, Social Business Conferences & Events (21-Jan-15)

Our industry event planner gives you the heads-up on what key industry events are coming around the corner. If we've missed something, don't hesitate to add your event to the list. (You can also view the full calendar here.)

You're Invited: Security and Compliance in the Cloud

Join CMSWire and M-Files with Doculabs tomorrow for a one-hour webinar to better protect your information in the cloud and ensure compliance.

> Register Now

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Digimind, Hootsuite Partner in Social Listening Tool Ecosystem

Who's talking about me, what are they saying and what should I do about it?

This is a software space now -- one Digimind jumped into one year ago.

This week, Digimind became the latest social listening provider to integrate with Hootsuite in a partnership officials said helps marketers by combining social listening capabilities (Digimind) and engagement features (Hootsuite).

"It allows users to identify the conversations about their brand that matter, such as customer complaints, bad reviews or potential customer opportunities with sentiment analysis and potential audience," Jerome Maisch, product marketing manager for Grenoble, France-based Digimind, told CMSWire. "From there, they can respond to customers accordingly and publish on multiple channels in real-time." 

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