Creating a Customer Experience through publishing

Posted by Colin Shaw on February 17, 2010

0 comments | 704 reads

Facebook, Amazon, eBay, Twitter, Wordpress. The biggest brands on the web all allow people to ‘publish’ in some form. Whether that is in the form of status updates, reviews or blogs – allowing customersinto your brand allows for greater engagement.

There are a million and one places to buy the same product or service on the web, but why do so many people shop at Amazon and eBay? They were some of the first organisations to allow product reviews, creating a community online of user recommendations where user journeys involve more than just looking at the price.

Do you want your online proposition to be little more than just a vending machine, or a point of interest where customers feel a sense of loyalty and engagement when they visit you? Mitch Joel at Six Pixels of Seperation has scribed a provocative post on the future of websites and the rise of publishers. He argues that through your brand behaving online as a publisher, you’ll create a more engaging Customer Experience and improve customer retention compared to the old age of “brouchureware” websites.

When you look for a product or service do you want to contribute to the site/community, or do you just look for the lowest price?

Colin Shaw

Colin Shaw is founder & CEO of Beyond Philosophy, one of worlds first organizations devoted to customer experience. Colin is an international author of four best-selling books. Beyond Philosophy has a proven track record. They provide consulting, specialised research & training from Atlanta, Georgia and London, England. Follow Colin Shaw on Twitter ColinShaw_CX

About Colin Shaw |
Connect:

Categories:

Customer Experience

704 reads
Print
Email

0 comments »

Post new comment

Your name: *

E-mail: *

The content of this field is kept private and will not be shown publicly.

Homepage:

Subject:

Comment: *

Input format

Filtered HTML

Allowed HTML tags: <a> <img> <hr> <table> <tr> <td> <th><ul> <ol> <li> </li><blockquote> <colspan> <rowspan>
Lines and paragraphs break automatically.
Web page addresses and e-mail addresses turn into links automatically.
Images can be added to this post.

Post

Lines and paragraphs break automatically.
Web page addresses and e-mail addresses turn into links automatically.
Images can be added to this post.

More information about formatting options

Notify me when new comments are posted

All comments

Replies to my comment

CAPTCHA

No spam permitted! Moderator reviews ALL content before publication to ensure compliance with the CustomerThink terms of use.

To block automated spam submissions, please answer this question.

What code is in the image?: *

Enter the characters shown in the image.

MarketPlace

Drive customer loyalty, empower support teams, and reduce costs. Get social.

[Feb 22] Guest speakers from Forrester Research, Allscripts, and CustomerThink will discuss market trends and research on social customer service strategies, as well as proven tactics from the trenches. Join the live webcast on Feb 22 at 10am Pacific (1pm EST).

Global Customer Experience Management (CEM) Certification Program

[March 13-14, Paris] An internationally recognized program with proven track record of success - being run for 33 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

10 Steps to a Single Customer View

Linking customer data across department databases and business units improves business intelligence, customer profiling, and customer management. This paper outlines 10 steps to improve the quality of customer contact data, including physical mail, email, and telephone information.