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Bettering the Customer Experience . . .
5 Tips to Turn Customer Complaints into Productive Communication
Fielding complaints is often considered the most difficult and least enjoyable part of a career in the customer service industry. However, in their 2005 book Complaint Management: The Heart of CRM, Bernd Stauss and Wolfgang Seidel assert that it is also the most important element for any successful business. The authors found that effectively handling complaints doesn't just keep a company from losing customers; it actually builds happier, more loyal customers. In short, someone who lodges a complaint and walks away satisfied becomes a better customer than those people who keep their gripes to themselves. . . . read more >>
The Changing Role of Marketing in the Customer Experience Era
What does marketing mean to you? Some people have a limited view of marketing (e.g. marketing generates leads) others look at it more broadly (e.g. Marketing drives the strategy of the company by defining the brand promise and postioning that guide many other decisions. This view has a significant impact on the role marketing plays in your business. A compnay looking for someone to improve lead generation and viewed marketing as a tactical activity was heading in the wrong direction. On the other hand, it's the right type of company when the CEO talks about collaborating to bring the strategy and positioning of the company to life. How does this relate to customer experience? Its critical. . . . read more >>
7 Ways To Get Actionable Insights From Social Data
The amount of social data continues to explode, with more than 400 million Tweets sent per day and more than 1.3 billion active users on social networks around the world. While most enterprises have social strategies in place, many still struggle to keep up with the growing amount of data and what to do with it. Sure, there are many social monitoring tools available today, but merely listening and getting a high-level overview of what’s being said is no longer enough – how do you actually make sense of all this information and build a successful strategy from it? The seven points below tackle key ways that companies can create real actionable insights from real-time social data. Monitor your brand and your industry . . . read more >>
7 Factors: A Build vs. Buy Contact Center Solutions Comparison
A popular adage within IT development groups refers to staffing “two-pizza teams”, referring to the notion that the ideal staffing level for any IT project should be able to be fed by two pizzas. While tongue-in-cheek, what this actually refers to are team sizes between five and eight people. Teams of this size tend to be dynamic, agile and responsive. Going past this size quickly results in diminishing returns, and increased cost through additional layers of management (for example, dedicated project managers). Experience has shown that, for any IT project of significance, team sizes are rarely smaller and, indeed, especially in bigger organizations, tend to be significantly larger. It should therefore be self-evident that IT projects tend to be expensive, and, thanks to our law of diminishing returns discussed above, somewhat inefficient. . . . read more >>
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