As 2010 comes to a close and I reflect upon the past 12 months, it’s clear that 2010 was a momentous year for many of us. I think it’s important to look back and reflect on the exciting changes that took place over the past year – Sure it was a tough year, with high unemployment rates and a struggling economy, but when you look back, there were some major developments in customer experience, telework and the web. 2010 was a year o f change where the web moved fast and social media exploded.
Telework
On November 18th 2010, the The Telework Enhancement Act of 2010: Improving Government Operations Through Workplace Flexibility act was passed by the House of Representatives. This was not only exciting for us – as we are one of the biggest advocates of Telework, but it is exciting for companies, managers and employees throughout the U.S. Citrix Online, a division of Citrix Systems, Inc., and the Telework Research Network estimate that tax payers will save $15 billion a year based on Telework Research Network’s Savings Calculator as a result of the Telework Enhancement Act.
Social Media
Companies realized that they no longer have control, consumers do. Consumers found their voice and began using social media tools to communicate not only with their friends, family members, and colleagues, but began to communicate with the brands with which they do business. Instead of one-on-one communication between customer service agent and individual consumer, communication now occurs between the consumer and the world.
Loyalty
Loyalty programs have been around forever, but with social media, mobile technologies and location based applications, loyalty has grown and is expected to keep growing – which will make next year, the year of the consumer.
Here’s a review of our top posts, articles and webinars over the past year.
Social Media Customer Care and Monitoring
- Article: “Best Practices for Incorporating Social Media Into the Contact Center” – CRM Magazine
- Blog Post: Webinar Recap: Social Customer Care: Strategy, Tools and ROI
- Blog Post: Highlights from the Social Customer Virtual Summit
- Blog Post: Ready, Set Measure: The Importance of Social Media Monitoring
- Webinar: Social Customer Care: Strategy, Tools and ROI
Telework
- Article: “Flexibility is the Future” – Financial Times
- Blog Post: Management Challenges in a Virtual World: Finding Managers with the Right Stuff
- Webinar: Home-Based Agents: The Crown Jewels of Customer Service
- Webinar: The Value Proposition of Home Agents-What Does It Mean For Your Business
- Webinar: How to Transform Your Customer Experience via a Home-Based Workforce
- Webinar: Virtual Customer Care, the Bottom Line for Business
Customer Experience, Brand Experience Management and Loyalty
- Blog Post: Defining Your Company’s Customer Service Level
- Blog Post: Service Excellence
- Blog Post: Every Customer Interaction is a Marketing Event
- Blog Post: 11 Key Customer Loyalty Trends for 2011
- Webinar: Customer Experience Management: The Key to Continued Business Growth and Success
- Webinar: Brand Experience Management: Ensuring Lifetime Loyalty One Customer Interaction at a Time
- Webinar: Become a Company Customers Love and Can’t Live Without
With the ever-changing landscape of the Web and social media, I truly look forward to what’s coming in 2011.
Happy New Year to you and yours!
Here’s to a happy, healthy and prosperous 2011!
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Filed under: Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Loyalty Programs, Customer Relationship Management, Customer Retention, Social Media, VIPdesk, Virtual Workforce, Web 2.0, Webinar Tagged: Blog Post, Customer Experience, Customer Loyalty, Customer Satisfaction, Customer Service, Facebook, Social Customer Care, Social Media, Social Media Monitoring, Telework, Twitter, VIPdesk, Virutal Workforce, Voice of the Customer, Webcast, Webinar
