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current issue
Current Issue
May 2013

Miles Ahead

Southwest Airlines reaps big rewards, transforming a successful frequent flyer program into a superior customer experience.

 

customer experienceSpecial Report: Customer Experience
According to the results of a recent Oracle survey, 62 percent of B2B e-commerce professionals said that they have a customer experience program in place, and 25 percent plan to implement one in 2013.

Here, get a link to this new report to see how to drive B2B commerce success in 2013, plus get other expert advice for how to deliver memorable customer experiences.

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PROFIT OPINION

  • Special Report: Social Business
    Learn more about Oracle Social Relationship Management, plus get more expert advice for keeping up with social business without burning out.
  • IT User Group Conference Elevates Business Success
    By Carol Sato, Vice President of Corporate Communications, Oracle: “This year's theme at Collaborate was 'Elevate.' What we saw there were members networking and educating themselves to elevate—their IT knowledge, businesses and their own thinking through best practice sharing...”
  • Five Ideas: Social Business
    Here, read advice from experts featured in Profit's Executive Strategy newsletter, get links to their thought leadership pieces, and find out about Oracle Social Relationship Management, which was released in March.
  • Impacting the Bottom Line with Social Integration
    “An integrated social media platform can enhance marketing campaign effectiveness, help improve brand building across the enterprise, and make a real impact on sales and the bottom line,” says Paul Kim, senior director of Insight and Customer Strategy at Oracle.
  • Five Ideas: Innovation
    Watch the latest Innovator's Playbook to learn how BT Group's leaders are leveraging cloud, mobile and social to provide an outstanding customer experience. Plus, find out what Oracle's latest research reveals about creating an innovative culture, and more.
Q+A
Shama Kabani

If Social Business Is Always Changing, Can You Keep Up?

Shama Kabani, The Zen of Social Media Marketing

“There’s no way around it: You have to do a lot of testing. You have theories, you test to see what works, and then you tweak.”

 

Gothelf

Can Lean Principles Change the Software Development Process?

Jeff Gothelf, co-author, Lean UX: Applying Lean Principles to Improve User Experience

“Lean UX seeks to take the team through the design phase very, very quickly in order to spend less time designing the wrong products, more time designing the right products.”

Viewpoint
Lazenby

Social Media Flashback: Tips from 1997

Profit editor in chief Aaron Lazenby

“It was as true in 1997 as it is in 2013: be present, be persistent, and take your social media seriously.”

 

Chhabra

Effective Social Media Strategies: Four Tips, Four Benefits

Madhur Chaturvedi, director of Insight and Customer Strategy at Oracle

“In new product development and launch, companies are using a mix of internal and external social media tools for idea generation, idea evaluation, and fast new product launch.”

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