Here are a few of the hottest posts from last week mixed in with articles that every community manager and online customer service representative should check out.
With a title like that, it’s no surprise that this piece captured eyeballs across the social media marketing spectrum—from content marketers to community managers. For the latter, Inbound Rocket gives several important pieces of advice that won't only apply to your landing page and lead magnet content, but to your membership onboarding process as well. This article will be worth the 13 minutes it takes to read it.
In this guest post from Peter Lavers, a CX & CRM Expert in the UK. Lavers has a firm handle on the history of CX as it rose up from sales, through direct marketing, and via customer relationship management. He uses that history to focus on 5 key predictions for the future of CX, along with a number of helpful links and resources. The article itself is a quick read, but you’ll find some helpful rabbit trails along the way—especially if CX is still relatively new to you.
While we're on the topic of customer experience, you should check out this article from Caroline White of Usability Geek. In it, she carefully distinguishes between Customer and User Experience—a distinction I fully admit to having blurred in the past. While it's important to keep the two apart for a number of reasons, White also shows the way in which CX and UX will ultimately draw closer together in time. This article is a must read everyone responsible for shaping customers’ interactions with your brand (that includes you, Mr. or Ms. CMGR).