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Web Engagement News & Analysis

Chief Customer Experience Officers Challenged by Security, Generation Gap

consero_customersatisfaction.png There’s no doubt that there are a plethora of resources available to help customer experience executives provide extraordinary opportunities and competitive advantage. But what challenges do they face? Consero investigated these issues in its Fall 2013 Customer Experience Data Survey.

New Report Examines Global Trends in Customer Service

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A new report from Zendesk takes a closer look at some of the many factors that contribute to overall customer satisfaction.

What it found is that good customer service is universal.  No matter what country you're in, when you shopping or how you engage with a company, there are a few universal factors that are bound to influence your experience

Social Media Briefs: The Value of Pinterest, About.me's Collections, LinkedIn Intros

Customer Experience, Social Media Briefs: The Value of Pinterest, About.me's Collections, LinkedIn IntrosOne day you're worth $27 million, the next more than $3 billion. It's just another day, er, week in social media ...

Twitter isn't the only company discovering its value. This week, Pinterest confirmed that it had raised $225 million in a new round of financing that values the company at $3.8 billion. While that's a lot, what is most impressive is that its value grew so rapidly.

Free Wi-Fi Could Boost Retail Sales, Survey Shows

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There's no doubt mobile in the marketplace influences the way consumers shop. Whether they are using their smartphone to compare prices or pulling out tablets to access coupons and retail discounts, consumers are increasingly incorporating mobile devices into their shopping experiences.

However, using mobile devices in stores can present challenges, especially when the Wi-Fi signal is weak or nonexistent. So what effects does the availability of Wi-Fi have on the customer experience?

Characteristics of Great Customer Representatives [Infographic]

Within any company there are specialized roles. Engineers and designers are needed to develop and design products. Information technologists implement and manage complex systems. And customer call agents are tasked with answering customer inquiries and solving customer problems. But not just anyone can handle the complexities of a customer call center.

Empathetic Marketing Creates Emotional Customer Experiences

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Do you really know how to satisfy your customers' emotional needs? Just as you seek to discover what your customers want, it's essential to also identify the deeper emotion-based needs of specific audiences.

3 Tools to Monetize Mobile Content

What is the secret of success in mobile advertising? The traditional answer is banner ads. But up to 50 percent of clicks on mobile banner ads are accidental -- and the average click-through rate of display ads is just a fraction of a percent (0.1 percent)? Considering that more people are spending more time on their mobile devices, what can advertisers do to improve the outcomes of their mobile advertising campaigns?

Are You Prepared For the Age of the Customer?

There's the industrial age, the information age and now the age of the customer. Recently Forrester released two new reports that focus on how the age of the customer is poised to place harsh and unfamiliar demands on institutions, requiring changes in how they develop, market, sell, and deliver products and services and what we can do to leverage it for success. 

Social Media Briefs: Facebook Makes It Easier to Create Ads, Find Users

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The US government is still shut down, but social media is wide open. This week, Facebook makes it easier to create and measure ads, while making it harder for users to stay hidden. Another week, another user interface update at Yahoo. 

Is Your Mobile Site More Responsive than the Fortune 100?

Struggling to keep up with the changing mobile landscape? Do you feel like if you just had the resources of say, a Fortune 100 company, you'd be more equipped to optimize your website for a mobile audience? Perhaps you should reconsider. A new report shows that despite the sizable budgets and big brand names of these companies, very few have aligned their mobile websites alongside mobile marketing best practices. 

Customer Service Week: 4 Ways to Get Closer to Your Customer

Happy Customer Service Week! The week recognizes the importance of customer service and honors the people who serve and support customers. The timing is perfect as it coincides with this month's focus on the next generation of customer call centers. 

Social Media Briefs: Facebook Offers Free WiFi, Instagram Gets Ads, Social Media Careers Soar

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Social media can bring us so much. This week, it brings ads to Instagram, free WiFi to Facebook and Sticky Hashtags to Nestivity. 

 

What Does a Good Manager Do? Inspire.

What Does a Good Manager Do? Inspire.What would you say if I asked you what your main objective as a manager was? You'd probably answer that it was to delegate tasks, oversee projects and if there's time, confidently lead your team to success. It seems reasonable, but considering all that you do, how much time is spent actively inspiring your team members? 

Is Blippex the Next Big Search Engine?

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Meet Blippex. While it's not yet used as a verb, it is being regarded as a contender in the search engine market. But not because it's the next Google. 

Be Seen: New Network Connects Brands with Instagram Influencers

Seen-Logo.jpgWhen it comes to social media, the objective for brands is to be seen, so it's only appropriate that the photo engagement platform Seen (formerly Venueseen) has launched Snapfluence, an exclusive network that connects brands with Instagram influencers. 

 

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