An exceptional customer experience is starting with understanding what a customer experience is. Too many people that work in this field look at customer experience from their point of view; so it means that these are the technologies we need, these are the systems and processes we need, these are the groups that handle the experiences that people have, but there is no one person who necessarily owns customer experience. The customer owns customer experience.
MyCustomer: Brian Solis On How To Identify Your Moments Of Truth
“When we look at the customer journey, at present, we do so in a very linear way, and we distribute responsibility for that customer journey to different groups in charge of managing different aspects,” says Solis. “We give them budget, we give them personnel and we give them different metrics to try and optimise each component.
“But in a world where the customer journey is becoming increasingly non-linear, we can paint a much more accurate picture of how digital customers are interacting in different ‘moments’, be it before, during or after a transaction. We can ascertain how customers are making decisions, and we’re able to establish how to improve each of these moments of truth, and more importantly, how to connect the dots between them.”
Putting the Public Back in Public Relations is Now Back in Stock
Credit: Frank Gruber via Flickr When Deirdre Breakenridge and I initially heard that book stores were reporting that Putting the Public Back in Public Relations was out of stock, we suspected a distribution hiccup was at root of the issue. While it’s never good news to hear that customers cannot get their hands on the very object in which we dedicated and invested over a year of our lives, Deirdre and I were elated to learn that the month-long dry…
The Influencer’s Dilemma: The Battle For Mindshare Amid Media Turmoil
Expert Series: Louis Gray Source Successful businesses are always making choices and sacrifices, strategically looking as to how they are going to prioritize their resources, including human capital, budgets, and, of course, time. As the world around them adapts, so too do they need to make changes internally to respond, or to predict where trends are going – and if they guess right, the business could catapult ahead of less-agile competition. Almost nowhere else in business has the radical transformation…
Identifying and Connecting with Influencers
Source: Shutterstock I recently was invited to keynote the Ragan New PR and Social Media conference in Chicago where I met some truly amazing people doing some truly incredible things in the world of enriched communications. Following my presentation, I was asked to share my thoughts for identifying influencers and also the associated methodologies and strategies that serve as the governance for meaningful communications also known as the rules of engagement. Also, I should point out that my use of…
PR Does Not Stand for Press Release: Equalizing Spikes and Valleys
Source Every now and again, a PR meme appears on the Web – almost to the point where you could set your watch by it. This time around, Claire Cain Miller of the New York Times sparked the conversation with an in-depth article, “Spinning the Web: P.R. in Silicon Valley.” I respect Claire and I believe she wrote an extensive article that chronicles the launch of one particular startup and also featured supporting quotes from those PR professionals who are…
A Soliloquy: The Language of Social Media
© Tyler E Nixon (This is a striking photograph) While I was traveling in NY for InternetWeek and DC for the Vocus conference recently, Mark Olson sent a note inviting my thoughts on a post he was authoring on the subject of authenticity versus authority. I immediately replied, “I’m in.” This is a subject that is garnering much of my attention and contemplation as they are among the key words that orbit the social media marketing universe and are in…
How Tweet It Is: @DellOutlet Banks $2 Million on Twitter
Good friend Richard Binhammer of Dell (@richardatdell) reached out to let me know that the company is releasing the latest financial figures for its @DellOutlet account on Twitter tonight. Last December, the company generated over $1 million in revenue through @delloutlet by posting special offers and also nurturing customer relationships on Twitter. Today Dell reported over $2 million in sales through its popular @delloutlet presence. @delloutlet currently boasts close to 625,000 followers seeking exclusive deals available only on the micro…
The State of PR, Marketing, and Communications: You are the Future
This post is long. If you prefer a Word or PDF version, please click here to download. Please take your time…Read it. Breathe it in. Live the change you wish to see. If you have not yet done so, please buy this book, it will only help you…”Putting the Public Back in Public Relations.” Source Modern Public Relations was born in the early 1900s, although history traces the its roots and origins of practice back to the 17th century. Two…
The Race to 1,000,000 Followers Sends Twitter and Social Media into Relevance and Irrelevance
Source Updated… It started as a simple and seemingly harmless contest. Who would be the first person on Twitter to reach 1,000,000 followers? This wasn’t yet another follower push open to just anyone on Twitter however, not even the Weblebrities who helped propel the popular micro community to an emerging, iconic pop culture status; it was (and at the moment, still is) a race between the world’s most visible celebrities and prominent media brands. Ashton Kutcher, a television and movie…
The light bulb wasn’t the result of better 
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