It's no secret that the use smart phones is exploding. According to a recent report from the Pew Research Center, 34% Americans go online mostly using their phones, and not using some other device such as a desktop or laptop computer. The implication for location based marketing and ecommerce, customer service, and personalized, permission based marketing is enormous, but the rules of engagement are markedly different for mobile communications.
The Golden Rule of treating others as you would like to be treated yourself is never more true than in the contact center. Creating an intelligent contact center embodies the essence of the Golden Rule by creating consistent, effective, and efficient methods of delivering customer service, regardless of the customer channel, and being fully integrated with the entire enterprise.
According to Forrester Research group, "Personalizing Customer Service Interactions" is among the top key trends facing customer service organizations today and a driving trend in 2015. Knowing a customer's history, communications preferences, and other unique data points is crucial to delivering a personalized and customized experience.
This whitepaper presents new study findings on current consumer hot buttons, identifies what’s still broken when it comes to customer service, and highlights the industries and businesses that know how to get it right.
Concerns about online reviews are invariably based on misconceptions that don't hold up when faced with reason. This whitepaper lists some of the most common myths holding businesses back from embracing the true power of online reviews.
You just posted your latest piece of content and shared across your social networks. You even got a few “likes” and “tweets.” But you want more. You want to create content that people engage with in a meaningful way. Learn 10 tips for creating engaging social content.
This paper will highlight the key elements companies should look for in a video conferencing system, and offer best-practices recommendations for identifying and working with a video solutions provider.
Every day, people are showing up to work for your channel partners. Some of those people are disengaged, which can have a significant impact on your ultimate success as a manufacturer or franchisor. Engaged channel employees deliver better customer experiences, stay longer with their employer and are more willing to talk their employer up as a great place to work. You’ve worked hard to develop outstanding products and services that are being distributed through your channel. Don’t let disengaged employees put your brand at risk. Download our article to learn how to drive and sustain engagement among your channel employees.
As a manufacturer, your uncontrolled distribution channel has a lot of places to focus their attention. So how do you break through the clutter? Reward and recognition programs have long been used to engage channel partners and align their activities with manufacturers’ goals. Applying behavioral economics to your program design will drive extra focus and effort. Learn ten best practices to follow when designing your next channel reward and recognition program.
The current loyalty program environment is challenging but rife with opportunity. Many poorly designed programs are driving loyalty fatigue and mercenary loyalty. However, there are more loyalty memberships than ever before and those companies that are successful in driving engagement and true loyalty are experiencing significant returns. The programs that “get it right” and earn genuine loyalty don’t just repurpose an old tactical model or copy the competition – they are unique and create or reinforce differentiation in the marketplace. Learn how to design a loyalty program that focuses on the entire lifecycle of a customer.
Fournissez de nouveaux services métier sécurisés et améliorez l’expérience client. De plus en plus d’entreprises adoptent le Cloud, la technologie mobile et les réseaux sociaux pour élargir leurs activités, créer de nouveaux canaux commerciaux et améliorer les services aux clients.
To build a great mobile app, you need the right skills, tools, and support. That’s why many companies are turning to integrated and collaborative mobile application development environments that let them meet business needs and exceed customer expectations.
Struggling to prove social ROI? The Bazaarvoice whitepaper Real ROI from Social in 5 Steps shows you how the world’s most successful brands and retailers are capturing results and proving true social ROI.
This paper explores what authenticity really means to consumers, and how brands can deliver it, every time. Includes best practices for companies that collect and display reviews, handling employee reviews, and how dubious practices can harm your business.
Consumers discuss your brand on Facebook, Twitter, and Instagram. Learn how to harness this wealth of social media content, and display it right where it can go to work delivering engagement, trust, and conversion: your website.
In this new whitepaper, we’ll show you how banks that embrace this social opportunity are deepening relationships with customers and driving business. We’ll share tips and success stories of retail banks.