4 Key Customer Touchpoints Where Social Media Adds Value | Futurelab – We are marketing and customer strategy consultants with a passion for profit and innovation.

4 Key Customer Touchpoints Where Social Media Adds Value | Futurelab – We are marketing and customer strategy consultants with a passion for profit and innovation..  order to use social media to influence purchasing habits you need to embed it at key customer touchpoints. Using  McKinsey’s customer journey model as a base, we’ve looked at how and where you can use social media at key customer touch points. Related articles Say it with Me: Social Media is Part of Marketing | Social Media Today (charliepankey.com) Social Media Habits of 152,000 Local Businesses Dissected by New Web Application (prweb.com)

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Giving your customers more choice is a good thing. Or is it? | Adrian Swinscoe

  Image by AlphachimpStudio via Flickr Intriguing question. We know about the Schwartz’s Paradox of Choice. As anoperational manager I’m aware of the negative impact on the bottom line  because of a spur of slightly differentiated goods (I work in a commodity market). For me too often I see that choice is restricted to goods, service being an undifferentiated offering from many companies In this era of the social customer, the rise of social media, a customer journey that takes place within the touchpoints of your company and at the touchpoints of your competitors I even get more doubts. Found at Giving your customers more choice…

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How Human is Your Business?

Found at How Human is Your Business?. How Human is Your Business? Service Design and Transforming The Front Line – as published in the Service Design Network’s ‘Touchpoint‘ journal   From handier tin openers to more intuitive interfaces, the ability of design to humanise ‘things’ is well known and understood. Services, however, in spite of being provided by people in direct contact with users, are o To be continued at http://www.prospect.eu/insights/articles/service-design/how-human-is-your-business-service-design Photocredit: Dream Dottie Related articles Misconceptions About HR And How to Get Over Them (thehumanracehorses.com) Service design (fredzimny.wordpress.com) Qin Han’s summary Practices and Principles of Service Design (slideshare.net) Nick Marsh: 6 lessons on service…

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