Quite possibly, your contact center is your company’s unsung hero. But how are ecommerce and omnichannel merchants treating their contact centers? Here’s a snapshot look at Multichannel Merchant’s MCM Outlook 2014 survey.
Barbara Kahn knows a thing or two about marketing. In fact, it helped her earn a unique claim to fame: The former English lit major is ranked as one the best business school professors in the world according to Poets & Quants, a social network for MBA candidates. Kahn is the Patty and Jay H. Baker Professor of Marketing and director of the Jay H. Baker Retailing Center at The Wharton School at the University of Pennsylvania. She also spent three and a half years as the Dean and Schein F Topic: Customer Experience.
Hey Procter & Gamble, you can keep that $15 prepaid card you tricked me into earning by buying $50 worth of your products. I've never had much talent for jumping through hoops. And frankly, a lousy $15 is too little of an incentive to force me to learn now. Funny how a company that allegedly takes its love of its customers very seriously is still forcing them to use mail-in rebates — even for products they purchase online. Oh, I gave it a try. I printed the rebate form, fill Topic: Customer Experience.
Customers, customers, customers, customers, employees. When you look at the spending on business technologies, that's roughly the emphasis that companies place on one side of the sales wall versus the other. On one level, it makes sense. Customers spend the money and, as we've all heard, they're always right. Then again, there's nothing that can improve the customer experience more than employees who serve customers face-to-face, in customer service centers, or even behind the scenes i Topic: Social Business.
I thought that we small business entrepreneurs could learn a lot from studying the Forbes annual ranking of brands (The World’s Most Valuable Brands), but I wasn’t sure what. Especially since there are so few surprises. Six of the top 10 brands are tech companies’ – seven if you count GE. Most [...]
Send to Kindle I’ve stayed in plenty of hotels over the years. Most of them I don’t remember. They are all part of my blurry past of business trips and vacations. Granted, I usually go the cheap route and try to find something that will save me money. But there a few that stand out. For …
CEO of DDB Group Australia, Chris Brown, writes on the 'Rule of Four' – the criteria customer experiences must deliver in order to win. As we all know we are currently in a period of great change, which presents numerous challenges as well as important opportunities for our own and our clients businesses. Fundamentally, the context in which we operate has changed. From a linear well-defined path to purchase where advertising and marketing had a clear role, to a multifaceted and multi-layered customer journey where the many and varied interactions and experiences all positively and negatively effect both brand reputation,…