Having the best possible provision for telephone and email customer contact is vital in every marketing and business drive. The ability to directly contact a professional, engaging brand representative is invaluable when it comes to nurturing customer loyalty, garnering customer intelligence data and boosting acquisitions. We look at the eight questions to ask before you begin a new contact centre campaign.
Optimising business efficiency is vital to all companies, and in the case of SMEs, where resources are particularly precious, cutting costs and ensuring effective allocation of resources should be right at the top of your list. While businesses increasingly require smarter ways of working – basically doing the same for less – so customers’ expectations increase exponentially. We offer some top tips to help you succeed.
2013 was a year full of surprises for the digital world, with the evolution of social media powering on at breakneck speed, spawning a seething hub of comment from marketing analysts, keen to anticipate the next move from the tech community and consumers. Jargon and big data are ever more perplexing and Twitter #fails by the likes of British Airways have highlighted how mis-managing social media customer service can result in gleeful brand-bashing overnight. Read on for our predictions in 2014.
Iain MacDonald, Multichannel Marketing Director at Crew Clothing, talks to us about multichannel customer service and the importance of truly listening to your customers. Iain discusses Crew’s ethos and customer service strategy, the impact social media has had on their business and how they intend to develop this into the future. He also advises on their top tips for business efficiencies in retail and more.
While speculation abounds about Twitter’s eagerly anticipated stock market floatation, we at Expolink Towers find our attention swayed by more customer-centric matters. A recent Twitter exchange between a BA customer and their customer service department exposed gaping holes in the airline’s customer service strategy – that their Twitter feed was only manned during office hours. We look at developments in social customer service and how businesses can ensure they meet their customer’s expectations.
Brands presenting their products and services as single channel campaigns is as dated as Bebo and arguably as unprofitable. Customer engagement is no longer solely about the customer, but about the community – a very public, connected community that loves learning and sharing. From sorting the right recruitment processes to learning from campaign results, we look at how your business can provide great 24/7 multichannel service.
With a number of new EU data directives imminent or just passed, we thought the time was right for a good chat with Andrew Buffrey, DMA West Regional Manager, for his take on the directives. We also took the opportunity to quiz Andrew on his thoughts for the key social media players and trends for 2012 and to steal a few good tips for businesses of all shapes and sizes to stay ahead of the game.
With the right planning and execution DRTV (Direct Response TV) campaigns can add richness and integrity to your marketing mix and, if you catch your audience at the right moment, the rewards can be significant. The couch consumer is relaxed and contented, so providing you target them well and pay heed to your resources, your revenues could be in for a treat. Here are some expert recommendations on how to get the most out of your DRTV campaigns.
As recently highlighted in Chanel 4’s Dispatches: Richard Wilson on Hold, if there’s one sure way to alienate your customers it’s by installing a fully automated telephone system where a person could clearly do a much better job. We’re not talking about “on hold messages” here but a system where you are actually expected to …