Friday, February 10, 2012

Customer News of The Week: Customers Are Connected, But Are Your Channels?

As we quickly gain on the next Total Customer Experience Leaders (TCEL) Summit in June, we'd like to occasionally share with you some of our favorite links of the week on customer experience, customer experience design, and overall customer-centricity.

This week in trend news, The Retail Customer Experience blog picks four top trends to watch out for from video mystery shopping to online review sites. Tablets also continue to invade the in-store customer experience, with brands from high-end cosmetics to casual dining integrating the technology as a self service option.

Speaking of the many channels customers now have to communicate, are you using multichannel Customer Management yet? Destination CRM makes a good case for why you should be but a report by Pitney Bowes, "Disconnected Customer Channels" reveals that while "90% of respondents want their communication channels integrated, less than a third, 31% have integrated channels."

In social news, 1to1media kept the loyalty conversation afloat, discussing whether ""likes" equal loyalty" (hint, the answer is no but social media ranked the highest (28 percent), over customer analytics, rewards programs, and employee engagement when it comes to engagement). Plus, our NACCMevent twitter account reached it's 1,000th tweet. 

What were your favorite customer experience links this week?

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