“A great customer experience can deliver tremendous strategic and economic value to a business, in a way that’s difficult for competitors to replicate.” Customer-first marketers are more successful when you look at the big picture It’s understandable why some companies and marketers don’t practice customer-first marketing: “We need just a few more leads to meet …
Continua a existir uma grande discrepância entre as estratégias de marketing das empresas e a experiência real do consumidor, revela um novo estudo da IBM e da Econsultancy. Os resultados mostram que perto de 90% das marcas acreditam que personalizar a experiência do cliente é fundamental para o sucesso do seu negócio mas, apesar disso, …
4 em cada 5 consumidores afirmam que as marcas não oferecem experiências personalizadas Read More »
In 2013, the U.S. Securities and Exchange Commission (SEC) ruled on the use of social media by public companies. This ruling allows companies to “use social media outlets like Facebook and Twitter to announce key information in compliance with Regulation Fair Disclosure (Regulation FD) so long as investors have been alerted about which social media will be …
Employees as a Channel: Exploding your Digital Presence Read More »
We live in the Age of the Empowered Customer. Consumers share their restaurant and travel experiences on Yelp, Facebook and many other sites. They rate hotels, tour operators and even historic landmarks on TripAdvisor. Companies ignore these empowered customers at their peril. In fact, my colleagues and I created the Net Promoter System precisely to …
Big Idea 2015: Why Companies Should Fire Bad Customers Read More »
New digital upstarts are threatening the bottom lines, growth prospects, and even business models of traditional service providers. It’s time for incumbents to innovate—or be left behind. A growing number of companies are finding their service businesses under threat. The culprits are members of a new wave of digital upstarts that capitalize on changes in …
According to Aberdeen Group, companies with best-in-class Customer Experience Management (CEM) programs, “contribute an average of $273 million to their net revenue results…reduce customer turnover by 16.2% year-over-year on average, increase spend by existing customers and create new revenue streams through adding net-new accounts within the customer base.” – “The ROI of Best-in-Class CEM Programs,” Aberdeen …
You and I were given the task of initiating the Customer Experience strategy for our company. Quite challenging! Is it about customer service? Is it about buying a technology platform to collect customer feedback? Or is it about changing our business processes? I will invite you for a cup of coffee and a walk by …
A escolha do canal de contacto é cada vez mais influenciada por características demográficas do Cliente alvo, segmentando tendo em vista a utilização do canal de comunicação preferido. Esta solução visa reduzir custos e aumentar a satisfação. De acordo com um estudo da Dimension Data (2013/2014 Global Contact Centre Benchmarking Summary Report), a idade do …
10 tendências que podem colocar novos e relevantes desafios às áreas de relacionamento com Clientes!
Como é habitual nesta época do ano, surgem diversas entidades a comunicarem as que consideram ser as tendências para 2015 no setor dos contact centers. Apresentamos de seguida uma seleção de videos para alguns dos tópicos que encontrámos nas tendências 2015 já publicadas: Gamification -> https://www.youtube.com/watch?v=nsI_NTd9elQ Mobile Engagement -> https://www.youtube.com/watch?v=YMcheu_yfHw Omni-Channel Experience -> https://www.youtube.com/watch?v=22wZwSt35y0
