Image by Ross Mayfield via Flickr
In my recent article, The Ascent of the Social Buyer, I made mention that social buyers today were exhibiting an internalized Social Engagement Index. The mention of a Social Engagement Index is not new. The people at Alterian have talked about a Social Engagement Index (SEI) as well as a Social Sentiment Engagement Index (SSEI). Recently, Brent Leary and John Hernandez offered a perspective for The Social Customer in a report called The Social Customer Engagement Index 2011. The report focused primarily on how companies are leveraging social tools and technologies to reach and engage customers in customer service interactions. It also pays note to how satisfied customers are with these interactions.
My mention of a Social Buyer Engagement Index is coming from a different direction. In my anthropological inspired studies, the interest has been on the value buyers today are placing on the ability of companies to provide social engagement capabilities. It is asking the question: are buyers today evaluating a company’s social engagement capabilities as part of the overall buying experience as well as social experience? Although in an embryo stage with further research warranted, I think we are beginning to see the emergence... Read more
Every single day businesses make fundamental errors in judgment when it comes to customer service, providing said service and communicating clearly and constructively with their customers and vendors.
What follows are three examples of how to be just average.
Reinventing Domestic Air Travel
Last week Virgin America took its inaugural flight from Los Angeles (LAX) to Dallas-Fort Worth (DFW) to celebrate its expansion into Texas. Will this airline re-invent its industry through above-and-beyond customer experiences?