Kudos to the joint Altimeter Group and Web Analytics Demystified report on Social Marketing Analytics. Jeremiah Owyang and John Lovett provided an in-depth social media measurement framework.
But is it enough? The answer is no.
Unleash the Creative Power of Your Call Center
Ask most people what they think of their experience with the call center and the common answer will be "frustration." First they’re forced to wade through an automated system that impedes their ability to connect with a real person. And when customers do get to a real person, the customer experience is often less than satisfactory, even when their issue is resolved.
It would be easy to blame the reps. But take a step back and ask yourself "how much of the service problem is systemic, resulting from managerial over-control of the customer engagement process?"
This article is featured on Customer Management IQ. Click here to read it in its entirety.
Who owns the customer relationship?
I struggle with this question. Crowd wisdom in Social CRM (SCRM) circles says in today’s world the customer owns the relationship. That’s the power of social media.
True confessions, though, I’m not completely comfortable with this idea.
The reason? The inequality in a relationship where one party holds more power than the other.
Some will say the point of social media is to give customers power back. Yes, it’s true – and it’s one of the great things about social media. However, I also have concerns about the pendulum swinging too far to the left, in which case a new problem arises.