Customer Experience News & Articles

 On Friday, April 27 more than 500 community managers, social media strategists and marketers convened in Knoxville for Social Slam 2012. The brainchild of Mark Schaefer, educator, blogger and author of Return on Influence, this was Social Slam’s second year. It proved to be a one-day conference that delivered engaging, interactive and myth-busting information about social media, customer engagement and social intelligence that left everyone inspired.

Back in 2008, Real Story Group’s Theresa Regli referred to the digital asset management industry as being stuck in a “bridesmaid” role. As Regli put it:

despite the continued 'on-the-cusp' feel of the DAM industry, it has yet to explode. And, frankly, we question if it ever will. DAM's growth has been more like that of a trusty, stable bond investment than a late-'90s software stock. All the better, perhaps, if DAM grows slowly but surely, even if it's a bit in the shadows."

Want to make your customers more loyal? Provide a superior customer experience. According to research by Monetate, 73% of consumers would buy again from a retailer if they had a superior customer experience, while 89% would shun a business if they had a bad experience.

The phrase "enterprise listening platform" doesn’t exactly speak for itself. Most people don’t necessarily know what it means or how to select a platform that is appropriate for them. Thanks to a new Forrester report, we can better understand what’s available and what is worth investing in.

The Chief Marketing Officer (CMO) role is evolving in most companies with the growth of analytics, CMS, mobile and today’s hottest topic -- the online experience.

A recent survey of U.S. IT decision-makers conducted among 227 senior IT professionals by Kelton Research on behalf of Enghouse Interactive reveals that 93% of U.S. companies feel they deliver good or excellent customer service. Six of the remaining seven percent felt they delivered average customer service and just one percent believed their customer service was poor.

While this majority of businesses may be congratulating themselves on a job well done, it is highly doubtful that consumers would agree with this assessment of most customer service.

Intuit has purchased Demandforce, a marketing software-as-a-service (SaaS) provider that automates Internet marketing and communications. The purchase is yet another sign that Intuit is trying to grow its small and medium business (SMB) business.

May is upon us and our editorial focus is shifting to look at Creating Great Mobile Experiences.

We will dig into the mobile web vs mobile app discussion, how smartphone and tablets are affecting e-commerce, customer support, mobile engagement and much more.

Here's a kick start on the topic:

• Mobile Apps or Mobile Web? Siteworx's Tim McLaughlin Speaks Out
• Why Your Mobile Strategy is All Wrong and What to do About It
• Understanding Mobile Advertising
• Focus on the User Experience for Enterprise Mobile Solutions

On a related note, Google Drive was announced this week to much fanfare. Check out our coverage of of Google's newest venture including the discussion: Is Google Drive a DAM system?

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Editor's Picks

• The Road to Digital Asset Management
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Around the Web

• How ‘Social Profiling’ Will Work In The Real World
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• Prolonging Customer Enchantmen
• Intent is Everything

Featured Events (all events | post your event)

• May 02 -- (Webinar) Using Analytics & Customer Data to Build Great Customer Experiences
• May 08 -- J. Boye Philadelphia 12
• May 10 -- DAM New York 2012
• May 17 -- Web Experience Management Lunch Seminar in Boston
• Jun 18 -- Enterprise 2.0 Summit Boston

Featured Jobs (all jobs | post your job)

• Director of Online Marketing in New Jersey at Connotate
• Content Strategy Lead in New York at HUGE
• UX/UI Designer in Los Angeles at Social Engine
• Research Analyst in Chicago at Networked Insights
• Director of IT in Mountain View at Lytro

The last post has blown for PostRank, with the company confirming the "sunsetting" of its popular social media analytics service, which Google brought last June, with users being advised to switch to Google Analytics instead.

The Space Shuttle Enterprise flew past my apartment as I wrote this. That's nice, you say, but what does that have to do with information management?

It takes a lot to make people in New York look up, but they did. People came out on the streets and on their rooftops to catch a glimpse of this one time phenomena. They captured it with photos and in video. These are images they might want to show their grandkids some day. But if the format they recorded in is no longer existent and they did not have the foresight to convert their files, these images will just be a story to share.

This week our experts shared their knowledge on DAM and challenged us to think about these questions a little more.

Read on.

 Web CMS maker PaperThin has joined companies like WordPress and Sitecore in bringing the power of video hosting giant Brightcove into its platform. The ColdFusion-based CommonSpot WCM will be adding a new Brightcove Video Cloud widget to its existing video production capabilities.

Digital Asset Management (DAM) platforms are playing a critical role in marketing departments. Since more companies have turned to the Web as the primary marketing channel to accelerate revenue and build brands, managing a growing mountain of digital assets has become a challenge.

IBM is getting ready to release some updates to its Web Experience Management (WEM) platform. While we can't give you details of what's to come, we can give you some perspective on IBM's approach to WEM and the customer experience.

Sitecore-based websites can now build in the Telligent Community social platform in order to condense more marketing, social and customer service features in one place. Telligent Connect adds new tools to Sitecore websites that should allow for smoother customer interactions and easier communication between Web Content Management, marketing and IT teams.

Brands that regard their websites as a primary revenue source have three very distinct priorities: give customers an optimal experience, create loyalty and convert potentially passive browsers into active buyers.