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Smart or Stupid?

Anticipating customers’ needs, @amazon (and Smart Customers) style… #cx
What CMOs Must Nail In 2017 To Succeed In The ‘Experience Business’
Use storytelling to shape your company brand and culture...
Know what smart customers are thinking, feeling and doing as they transact across various devices and channels...
#Management hunches vs #customer #interaction - Even smart companies can be stupid!
Great #knowledge = Great #power. #IoT #smart environments for the customer, creates more unique #data for……
Well defined #touchpoints and a #reward #sytem pay dividends to your company and your customers!
"Customer experience is the perception that customers have of their interactions with an organization" -……
Poor #quality #experiences are shared the customer receiving the experience, as well as all of their friends.
#SocialInfluence revolutionizes the #relationship between customers and business. It is a mirror that reveals your……
#IoT and #sensors are helping customers always know where to find what they need, exactly when they need it.…
#Innovation comes from a way of thinking about how individuals interact with the world around them; #CX #Growth
#Smart #Customers know what they want and have the tools to find it. Is your company making that #information avail……
"The velocity of change and expansion this represents is staggering."
"Smart customers are awakening to the fact that companies are using the data they generate for financial gain"
“A wake-up call for every business category." - Joel Cohen, CEO,
"Today, customers can see, learn about, or purchase almost anything from almost anywhere."
"I dare you to try reading this book without getting @ least 10 brilliant new ideas for your business." -@DonPeppers
The disruptive forces driving change make it possible for you to radically improve your #CX. Learn about the 4 Forces in Ch.1 #SCSCvocab
There are more than 1.2B active mobile broadband subscriptions in the world, representing a mere 17% of the world population. #SCSCstat
"This is a real page-turner...a quick and thrilling tour of the immediate future of business." @DonPeppers
According to @forrester, most firms effectively utilize less than 5% of available data. Clever, that. (Not). #SCSCstat
Use all the #bigdata available to you to identify customer wants and needs - and segment to drive customization and personalization.
"Nothing is so embarrassing as watching someone do something that you said cold not be done." –Sam Ewing #quote
4 powerful forces are ready & waiting to disrupt your business. Here's how you can leverage them to your advantage…
"The networked economy knows more than companies do about their own products, and good or bad, they tell everyone.” –The Cluetrain Manifesto
What are you waiting for? Commit your company to acting smarter, and reap the rewards…
How not to treat your customers, via @TIME #cx
Anticipating customers’ needs, @amazon (and Smart Customers) style… #cx
Do you realize all the customer benefits that are already possible. Some on p.167 might surprise you…
"We live in a moment where change is so speeded up that we begin to see the present only when it's already disappearing." – R.D. Lang
"If anyone disrupts this industry, it’s going to be us.” -You
Tune In or Lose Out: Listening to What #Customers Want
Responsiveness + Flexibility = Formula for Growth
How well do you understand your #customer #data? Read p. 133 to learn how important understanding is…
"The key is not to predict what will happen, but to help shape the future.” –Steven Johnson, Author
#SmartCustomers will demand that you change. If you're slow to keep up, they'll find someone who's not.
Tailor the way you treat & interact with customers, and personalization becomes routine & cost-effective. (p. 128)
Data means nothing without context and understanding...
In 15 years, CRM revenue increased by $15M. Resulting in absolutely zero increase in the American Consumer Satisfaction Index. (p. 93)
Chapter 5 brings you a 5 step system for acting SMART and growing faster. Now is a good time to implement.
Five innovations in patient experience. Cool, robotic #CX.
Patient experience innovation for #healthcare #CX - follow these steps.
#Omnichannel mastery matters. Customers will leave if you don't get it
Your touchpoints are growing more and becoming smarter. Now, more than ever - you must know exactly what they are. #customerjourney @McorpCX
Truth? #customers could care less what you call it. Omnichannel rules for #CX.
Embrace disruption, improve customer relationships and leverage innovation to provide the right customer experiences. #smartcustomers #cx
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