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We hear often, and statistics prove, that underserved markets, women, and young first-time home buyers have made significant homeownership gains in recent years, and the expectation is the trend will continue. Given the outlook, marketing and advertising through segmentation takes on greater significance. The reason is simple. Targeting the consumer, or dividing the consumer population into subsets that are highly varied and emerging, is critical to growing profitability and reaching consumers in today’s market. |
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Monday, 20 August 2007 |
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Customer experience has become an art. These days, customers seldom pay for products alone - they pay for the experience that comes with the purchase, as anyone out for some “retail therapy” will tell you. When purchasing a coffee from the high street the 'experience' part is easily identifiable - smiling staff, the smell of freshly brewed Americano, soft music and comfortable couches all add to the mix. So how does this translate when buying online? |
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Monday, 20 August 2007 |
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Ever had a customer experience that left you with a genuine sense of delight? On the other hand, have you ever had an encounter with a company that left you gnashing your teeth and griping about the event for weeks on end to anyone who’d listen? If you’re like most people, you can answer both questions (especially the second one!) with a resounding yes. But did you ever stop to wonder precisely what it was that went so right—or in the second case, so terribly, horribly wrong? |
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Monday, 20 August 2007 |
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As customer experience managers march into position, poking at processes, tracking down touchpoints and kicking-off feedback systems, in another part of the ‘enterprise’ a particularly efficacious ‘brand building’ technique is simultaneously springing to life. This technique points the way to the future of engaging customers with better experiences - yet it is doubtful whether many customer experience managers even know about it. The technique is experiential marketing. |
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Friday, 17 August 2007 |
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Market pressures and improving customer service have long been key components of contact center strategies. Best-in-Class companies identify the need to remain competitive as the top driver that organizations should consider when implementing an intelligent contact center. The need to improve first contact closure rate is highlighted by companies as the second driver. |
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Friday, 10 August 2007 |
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Generating sales for any organization can be a challenge. When it is to happen in a call center that has traditionally focused on service, the challenges can seem insurmountable. This does not have to be reality, however. Call centers can generate significant sales and profits, but it does not come easily or immediately. |
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Friday, 10 August 2007 |
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A newly released independent research report -- UK Contact Centres and Customer Service -- finds that although the contact centres surveyed rank improved customer service as their most important aim, half of them don’t even measure the number of calls it takes to resolve a customer query. Only half of contact centres measure customer satisfaction |
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Friday, 10 August 2007 |
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As today's contact centers make the transition from cost center to strategic asset, accurate and effective matching of customer interactions to agent skills and availability is a fundamental requirement. Routing allows companies to match any interaction with the appropriately skilled resource at the level of granularity that best suits business needs. |
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Thursday, 09 August 2007 |
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You have a lot riding on your contact center agents. They're your gateway to your world of serving existing customers and thousands of possible new ones. You've invested a lot in your agents, so it's a good idea to make the effort to ensure that they've got all the right tools and resources that they need to be performing at their best. |
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Wednesday, 08 August 2007 |
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In this modern business world of multiple channels it can be difficult to understand the customer's touch points. Customer journey mapping may be the solution. |
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Wednesday, 01 August 2007 |
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