Recently, customer experience blogger Shep Hyken discussed what makes a customer truly feel connected to a business’ customer loyalty program. Shep makes a great point within his article and calls out the importance of the customer feeling a sense of ownership in the relationship they have the business.
We couldn’t agree more – a delightful customer experience is a sum of the connections a customer has with the organization over a span of time and the customer needs to feel they have a voice in the relationship every step of the way. Some businesses understand the value of keeping an ongoing and consistent dialogue with their customers and have built a system that ensures the customer experience across any channel – phone, web, social media, etc. – remains positive and personalized to their needs.
However, as Annette Franz Gleneicki in her recent post on social media customer service, many companies are struggling to respond to their customers on social media in a timely manner. While social networks open up a wide variety of avenues for customers to connect with companies, organizations need to ensure the relationship they have with their customers on these channels remains consistent with the experience on other channels.
As businesses think about how to build a lasting relationship with their customers that values their loyalty, below are a few thoughts on core ingredients to a more lovable Click here to read more »
Recently, I went to the 9th annual Dreamforce and wow – what an amazing week of technology innovation, networking and new business opportunities! I’ve been to a lot of events both as a vendor and event producer, and I’ve never seen anything like Dreamforce. With a record setting 45,000 attendees, over 300 exhibiting partners, and not to mention performances from Metallica and will.i.am, it was an exciting week to take a walk in the Dreamforce cloud.
Even if you’ve never heard of Dreamforce, you’ve probably heard of salesforce.com, one of the leading providers of cloud-based CRM solutions, and producer of the annual Dreamforce user conference. Not only was I excited to experience Dreamforce firsthand, but I knew that Angel was going to make a huge impact at this event with our IVR, contact center, and customer experience solutions that integrate with Salesforce as well as our apps on the AppExchange.
The biggest announcement at Dreamforce was the launch of Salesforce’s The Social Enterprise, which was introduced at the opening keynote by salesforce.com Chairman and CEO, Marc Benioff. This new initiative from Salesforce will allow customers and businesses to collaborate like we never have before. From this impressive opening and welcome from Benioff, it was clear that social media is a key driver for not only consumers but for businesses and their overall branding and success. At Angel we absolutely relate to the need for social media and integrating voice into the social enterprise. In fact, Forbes.com’s Christine Crandell said it best – she discovered a social media angel at Dreamforce.
By the end of the week I certainly felt like I was walking in the Dreamforce cloud. You can’t help but be inspired by the growing need for cloud technology and how it will shape the way we work and live in the future. Oh, and the bright white, cloud-like carpet throughout Dreamforce helped me get there too.