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Online & Social Customer Management

ONLINE & SOCIAL CUSTOMER MANAGEMENT

MEDIA CENTRE HOME Independent Research Paper Podcasts Videos

Independent Research Paper

• Forrester – The Future of Online Customer Experience

  Forrester believes that four attributes will characterize the next phase of development of the Web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant to the moment, and social as a rule, not an exception. In this report, we highlight companies that are providing online experiences that already exhibit one or more of these characteristics.

  *By downloading this paper you will opt in to receive further information from Forrester. Please contact enquire@iqpc.co.uk if you would like to change this preference.

Podcasts

• Customer Experience Excellence Episode 1: Customer Experience and Outbound Contact
  Morris Pentel, Chairman of the Customer Experience Foundation, discusses the customers in control and their impact on the future of your business and the future of outbound contact in relation to social media development.
  Haven’t got the technology to listen to the audio interview? You can download the transcript of podcast here.
• Martin Faux, Head of Social Innovation at BT Business talks about the true impact of using social channels to engage your customers.
• Moira Clark, Professor of Strategic Marketing & Director, Henley Centre for Customer Management for Henley Business School shares key insights from her latest research and the inside line from leading companies on how organisations can create the perfect online customer experience.
• Steve Fearon, Vice President of CRM On Demand & CRM Sales Development at Oracle. Steve will be discussing how you can support business goals & accelerate growth with Social CRM and Web 2.0 technologies.
• Moira Dorsey, Vice President, Research Director at Forrester shares key insights into her research of online customer experience.

  Moira's research focuses on Channel Design Strategies, Cross-Channel Design Strategies, Customer Experience, Design & Usability Processes, Multichannel Customer Experience, Personas, Phone Self-Service and Web Site Design.

Videos

• Is All Publicity Good Publicity? Let’s Ask Max Clifford

He has represented the likes of Mohammed Ali, The Beatles, Frank Sinatra and many other global brands, including Simon Cowell and UBS bank, to name but a few. Max Clifford is regarded by many as the most famous figure in the PR world. In this exclusive interview for IQPC, he explains the circumstances and the mentality behind how he shot to the top of his game. This special profile delves into issues of brand (and company) protection during a crisis; getting to know Max – asking the question: ‘can anybody be his client?’; moving on to individual success; leadership and managing egos; and finishing with the question on the lips of everybody in the PR world – ‘is all publicity good publicity?’

Chapters

• Part 1: Brand (and Company) Protection During a Crisis
• Part 2: Getting to Know Max… And Can Anybody be his Client?
• Part 3: Individual Success
• Part 4: Leadership and Managing Egos
• Part 5: So is All Publicity Good Publicity?

MEDIA CENTRE HOME Independent Research Paper Podcasts Videos