Tag Archives: parature

Focus on the Front Lines of the Customer Experience

Photo by Zyance. This file is licensed under the Creative Commons Attribution-Share Alike 2.5 Generic license.
 
 “The customer’s perception is your reality.” – Kate Zabriskie, Organizational Consultant
In “IBM Study: CIOs Have a New Boss – The Customer,” Tricia Morris, Senior Product Marketing Manager at Parature, from Microsoft cites that “top CIOs are moving from a focus on the back-office to the front-lines as customer engagement and customer experience become key to winning business strategies.”
 
Where are you focused? Join Michael Lenz, Global Director of Brand Experience, Cisco, as he presents “Beyond Products, Managing Experience for Tomorrow’s Business Now” during the Total CX Leaders Conference June 3-4 in Miami, Fla.
In this session, Michael will share:
  • His insights on how Cisco’s brands are the experience frontline
  • His experience changing a $140 billion company from the inside, including the program that helped his team win the CXPA 2014 Innovation Award 

Total CX Leaders Conference will help you “learn how to listen to your customers, understand their differences and set the foundation to build a road map to create a seamless experience for modern customers.”

Join Michael at Total CX Leaders Conference (TCXL) 2015 in Miami. Register today!

Stay connected with TCXL15:

  • twitter.com/#TCXL15
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/Total Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com. ‘

Is Twitter Part of Your Customer Service & Support Strategy?

Despite outages, Twitter can be a useful tool within the support strategy of your customer service department. Parature.com highlights a recent article Mashable writing, problem resolution – it’s the main goal of customer service and Twitter provides a platform for a fast, easy response possibly in a single tweet; positive brand image – when someone receives service they like, they talk about it and Twitter provides a viral platform to spread the word which can lead to more sales and more attention; staff involvement – Twitter provides a more interesting platform for support representatives to serve the customer and provides immediate visibility into the impact they make; cost reduction – what every support organization wants and with Twitter it’s necessary to be short and to the point reducing the time required to solve each problem.

If you’re using Twitter, how can you take it a step further for a better integration between service and customer? We’d like to hear your thoughts.