Imagine sitting in the back of an Uber and using that time to order something healthy for yourself—let’s say, a salad or a fresh-pressed juice—and it’s delivered to you as you reach your destination and step out of the car. Or better yet, the very car you’re riding in stops to pick it up on the way. No more waiting—ever! Thanks to a new strategic partnership, this fantasy is now a reality.
Uber’s name is already synonymous with ride-hailing, even though competing services are popping up everywhere. In 2014, Uber jumped into the food delivery industry with Uber Eats.
2017 was an interesting year for social media: Facebook tried to pull Snapchat users to Instagram, Twitter doubled the character limit for tweets, and Pinterest started offering ad groups for more targeted advertising campaigns.
Using social media for marketing is considered a low cost, high return on investment (ROI) approach, so businesses are constantly testing ways they can leverage social media to establish their brand name and stay competitive.
The customers of today aren’t like the customers of yesterday. Today’s customers are savvy, self-reliant, demand convenience, and are comfortable using Google to find answers to their questions. It’s a generation raised with Amazon, Airbnb, and Uber. Customers prefer to shop, book travel tickets, and order a cab without picking up the phone. They like self-service, and it’s changing how they do things in both their professional and personal lives, from recovering passwords, to booking trips.
As more and more people have turned to social media to share their views and insights, there is a deluge of data out there, which makes it difficult to those who offer real and valuable insights.
You may be reading a lot of articles and blogs on CRM, but how many of those interest and engage you while offering something new? And – more importantly – how many of those convince you to follow their author?
Below is a list of 20 CRM experts on Twitter who we believe are the top thought leaders on CRM. Some of them are veterans while others are simply enthusiasts who love sharing their views and insights through Twitter and other social media channels.
“We see our customers as invited guests to a party, and we are the hosts,” proclaimed Jeff Bezos in 2004. “It’s our job every day to make every important aspect of the customer experience a little bit better,” he continued.
Thirteen years later, and today’s customers are getting invitations to all sorts of wild and elaborate parties. If you aren’t nailing your customer experience in 2017, it’s likely that your current and potential clients will slip out the back door and wander off to the party next door.
Gartner defines customer experience as “the practice of designing and reacting to customer interactions so as to meet or exceed expectations and increase customer satisfaction, loyalty and advocacy.” The customer journey should underpin your strategies for sales, marketing, customer service– essentially, any area of your business that interacts with clients.