As part of the AMEC Measurement Week, I’ve been asked to prepare some quick thoughts on how to explain PR metrics to stakeholders and executives. Rather than get highly technical, I thought I’d share a story about apple pie. Imagine that there were two grandparents and a grand-daughter named Mary that made and sold apple … Continue reading Public Relations Metrics Are Like Apples for Pie
In a fast-paced, ever-changing sales environment, your sales team needs to stay on top of shifting prospect demands and new approaches to lead generation. Yet, many companies still hold on to a relic from telemarketing’s past: the sales script. Due to the expansive influence of social proof and online research, the prospect (and not your … Continue reading Why Sales Scripts Are A Solid Start To A Bad Customer Relationship
Let’s be honest, self-centeredness is an ugly trait – not just for people, but for businesses as well. Perhaps that’s why we see so many organizations taking active steps to continually become more accommodating to their customers. According to research by Omer Minkara of Aberdeen, however, adopting customer-centric tactics isn’t just something good that businesses … Continue reading The Customer-Centric Competitive Advantage in Marketing
Let’s assume that you are a member of the leadership team for your organisation. Circumstances are such that you decide that your organisation needs to focus on customers and generate “total customer satisfaction” on the assumption that satisfied customers buy more of your stuff at higher prices thus generating higher profits. How would you go … Continue reading What Does It Take To Generate “Total Customer Satisfaction”?
Just seven percent of consumers report that the customer service they experience when dealing with companies exceeds their expectations. While 26 percent have experienced being transferred between agents without resolution of the problem they initially called about. That is abysmal. Without the proper monitoring tools in place, it is impossible to monitor agent and customer … Continue reading 5 Ways Not Using Speech Analytics is Affecting Your Contact Center
Organizations spend thousands (make that hundreds of thousands) of dollars on customer relationship management (CRM) software. Yet getting a positive return on that investment can take time, especially if your employees are loath to use the system — or are not updating customer-related data regularly. So what can companies do to get the most out … Continue reading 9 Ways to Improve Your Company’s CRM System
