These are the top quotes I’ve seen tweeted at CRM Evolution this week in New York. I will update this throughout the conference, and please send me any quotes you think should be added.
Below are the four ideas suggested by panelists in the Next-Generation Customer Experience panel at Constellation Connected Enterprise 2013, when given 30 seconds to state 1 thing that brands should do to improve customer service or customer care:
I believe this is true for strategists and entrepreneurs, as well as creatives: “Nobody tells this to people who are beginners, I wish someone told me. All of us who do creative work, we get into it because we have good taste. But there is this gap. For the first couple years you make stuff, […]
Author Rank by Google is going to become a competitive differentiator for B2B companies who care about organic search in their sales and marketing efforts. Why? In many industries, B2B selling relies heavily on the people who meet with customers, establish relationships and credibility, and ultimately sell products, services and solutions to buyers. Author Rank makes changes the results that people see in Google, and the information that is displayed in the results. And anyone who relies on personal relationships to sell or market needs to understand the changes.
Eloqua recently published very interesting data, showing that gamification significantly increased engagement in their online customer community (chart below).
These are the best quotes from customers, partners and employees at JiveWorld in Las Vegas, updated throughout the conference, which occurred in October 2012.
Many organizations deploy an expertise locator tool within their social business program, but few employees use them because (1) the benefits do not outweigh the work of maintaining a profile, and (2) self-maintained expertise profiles are usually inflated and inaccurate. Therefore, people rely on personal networks within their organization to know who to call when they need something. That is now changing.