By Tony Lopresti on
11/18/2009 3:42 PM
As I crisscross the country to visit our customers, partners, and prospects, it occurs to me how wonderfully diverse, yet similar in many ways, the Clarabridge customer base is. Our clients come from different industries – from retail to hospitality to communications to technology to manufacturing. They sell different products and services – from washer machines to computer software to pharmaceutical drugs. They analyze varying sources of data – from call center notes to surveys to blogs. But at the end of the day, they all are relentlessly focused on one thing: how to enhance the experiences of their customers. All our customers want to understand better is what their customer’s value and what they don’t, so they can in turn make better business decisions.
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By Tony Lopresti on
10/15/2009 5:14 PM
 I recently read Lisa Barone’s blog entry about how companies shouldn’t “forgot about real customer service” and it got me thinking. In this time of social media bandwagon hopping, are we forgetting the basics? I too, leapt on, but a recent customer experience leads me to to consider an example of a company that provides great customer experiences the old fashion way.It wasn’t always like this with Cox. I remember the dark days of Cox when I was in college. Then it was long waits, poor service, and rude employees. Well I have to hand it to them. They’ve changed dramatically. Now I happily pay Cox for phone, Internet, DVR and TV. Here are some of the things they seem to do exceptionally well.
With 6 million customers, Cox Communications, in my opinion, is a company that does a fantastic job implementing strong customer experience processes.It seems others agree with my experience judging from DSL report’s ranking of cable providers ...
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By Tony Lopresti on
9/28/2009 10:28 AM
I love some of the really cool names out there like Filtrbox, Buzzstream, Viral Heat, Synthesio, Mediamiser, and Inuda Innovations, to name just a few of my favorites. One wiki [ http://wiki.kenburbary.com/.] lists 99 vendors linking themselves to this space, with seemingly new ones popping up every day.
With all these companies and all this buzz, you would think there were billions of dollars in the social media monitoring space. Truth is, there are only a few companies that are actually making money. But based on conversations I’ve had with customers, even A-list vendors struggle to deliver value beyond the PR and Community teams, whichnot surprisingly, keeps the average price point for social media monitoring vendors down. It also keeps the analytical value down. So what’s the deal?
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