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  • 4 Ways that Gamification Impacts Core Areas of Businesses (Article)

    From employee engagment to customer communication, gamification has matured beyond a gimmicky tool into a key high impact part of any businesses toolkit.


    CX on Social | Apr 27, 2015
  • Social media and business beyond revolutionary to evolutionary (Article)

    The price is very high for falling behind when there’s an evolution going on — it can be extraordinarily bad for your brand.


    CX on Social | Jul 2, 2014
  • Experimenting on Social Media is Not About Testing a Channel (Article)

    The key thing business leaders need to do is recognize the challenge — it’s not trying to decode the social channel. It’s decoding their customers in more social environments. 


    CX on Social | Jun 5, 2014
  • The 'Why' (Not the 'How') is the Biggest Hurdle on Social Media Customer Service (Article)

    I was recently involved in a discussion about companies, big and small, failing to respond to complaints on social media.   Initially the focus was on how to help those same companies to figure out the right steps to take.  I thought that approach missed the mark because to me the real problem is key leaders and decision makers not knowing where social media customer service fit in the overall business model.


    CX on Social | Jan 17, 2014
  • Go Big or Stay Home on Social Media Support (Article)

    The beginning of the year brough the news that cable services major Charter Communications has pulled back its social media customer support program raises an important question for businesses that are experiencing pressure to engage with customer issues on social media. In this post we explore the underlying challenge of ‘scale’ that lies at the heart of a social media strategy.


    CX on Social | Jan 29, 2013
  • The 'Job Posting Test' for Social CX (Article)

    We came across a job posting for a new combined role in customer service and social media management.  So why are we writing an article about a job posting? Job descriptions are incredibly revealing about a company’s underlying strategy in the specific business area they are seeking to staff.


    CX on Social | Dec 7, 2012
  • The Expressive Customer on Social Media (Article)

    What driving your VOC efforts? If you're like most companies, it's changed with the growing influence of social media in the customer to company interaction.


    VOC on Social | Nov 14, 2012
  • The Social Cliff Is Coming For Businesses (Article)

    We refer to that portion of your customers and prospects that are socially connected and saavy as the “social customer”. They’ve earned a separate classification by being dramatically different from your ‘traditional’ customers in the key ways that we discuss below. 


    CX on Social | Jul 18, 2012
  • Why Social Media is Here To Stay (Article)

    Have you noticed the shift? It happened almost by accident, a by-product of the evolving popularity of social media platforms like Facebook and Twitter.    Consumers (the buyers that companies focus on every single day) found themselves connected -  first to 100s, then eventually to 1000s of ‘friends’ and followers via social media.


    CX on Social | Jun 12, 2012
  • Where Are Your Loudest Customer Voices? (Article)
    Loyalty on Social | Nov 17, 2011
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