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customer engagement

LEADERSHIP   |  Comment

Are User Behavior Analytics The Real Predictors Of Customer Engagement?

BY Shawn GrahamMon Oct 17, 2011

When it comes to consumer insights, the rise of the social web has been both a blessing and a curse: a blessing because companies now have an unlimited amount of data about their customers at their fingertips; a curse because they have to figure out a way to sift through all of that data to figure out what’s meaningful and what isn’t. READ»

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Why Customer-Driven Culture Will Stall Your Company's Growth

BY Lisa NirellWed Aug 24, 2011

When your biggest customer calls with an emergency request, do you dial 911? Chances are you are setting off unintended fire alarms--and causing your profits to lose altitude.READ»

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Infographic: Is Social Media A Viable Customer Service Channel?

BY Shawn GrahamTue Jul 12, 2011

You have a customer service issue. Should you go to the company website? Call their toll-free number? Post a message on their Facebook page? All of the above? And if you're the company, how do you track and manage touch points with customers across an ever growing number of sources?READ»

MOO.COM   |  Comment

Customer Engagement: Why All Companies Could Use a Little MOO

BY Shawn GrahamSun Mar 20, 2011

What do you do to make your customers happy that they forked over their hard-earned cash to buy your product or service? MOO.com took what would normally be a bland, matter-of-fact order confirmation email and made it funREAD»

SOCIAL NETWORKING   |  Comment

Foursquare Goes Mainstream, Teams With Bravo TV

BY Kit EatonMon Feb 1, 2010

Foursquare's fortunes look good--today it's due to announce a tie-up with Bravo TV that'll see its location-based social network move into a more mainstream role. But will this experiment repeat the disaster of Fox TV's live Twitter ...READ»

CUSTOMER ENGAGEMENT   |  Comment

THE FRONTLINE: YOUR REAL BUSINESS CARD

BY Arnold BeekesTue Sep 2, 2008

What most people tend to overlook ins ervice companies is that the customer identifies your company with the way they are treated by your frontline people.  If they are treated nice, polite and effective, they think you have a great ...READ»