Marketing is the activity of creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society.

How many different types of customers do you serve?

Have you ever stopped to determine how many different types of customers you need to serve? The importance of having this type of customer insight became even more clear to me when I read an article written by the editor for Harpers Wine & Spirit, Richard Siddle. In the article, he summarized a recent study [...]

Contact Center Resources for Marketing Professionals

All of the brand promises developed by marketing professionals can be fulfilled, broken, or discovered in the contact center. More and more marketing professionals are taking keen interest in the operation and insights that can be captured in contact centers. Moments of truth, magic moments, defining moments, tipping points, perceptions, expectations, and recovery can all [...]

Marketing Attacks Ambush the Customer Experience

Preventing marketing attacks from ambushing the customer experience The concept of guiding patronage behavior can be traced all the way back to ancient Greece and in the print media back to the 1600s. I’m sure you’ve felt the impact of an effective marketing campaign and can personally attest to the success of such efforts on [...]

By | 2016-12-05T15:14:45+00:00 September 30th, 2013|Customer Experience, Marketing, Voice of the Customer|0 Comments

Is the Marketing Department your call center survey support group?

“Is the Marketing Department your call center survey support group?” is one of the self- assessment items in the 25 Mistakes to Avoid with Post-call IVR Surveys. This eBook consists of items designed to highlight attributes that are barriers to a successful customer experience measurement program. Take advantage of our knowledge and experience accumulated over [...]

When is the right time to ask your customers to be customers again after Hurricane Sandy?

Hurricane Sandy ravaged the Northeast and changed the immediate futures of many.  Focus will no doubt shift from extravagant extras to just rebuilding the necessities. For many local businesses looking to rebuild as well and turning to their loyal customers and the commitments made prior to this unthinkable disaster, you have to wonder when is [...]

By | 2016-12-05T15:14:55+00:00 November 19th, 2012|Customer Experience, Knuggets and Knuckleheads, Marketing|0 Comments

Is your call center being setup for failure by your marketing department?

Targeting customers with the right message at the right time and getting that message into the hands of a decision maker is one of best ways to gain new customers and to upsell current customers on new products and services.  Unfortunately for many companies, they fail miserably (unintentionally for sure) in their marketing efforts and [...]

Great web content is key, but does anyone know it’s there?

Aren’t we all focused on enhancing the customer experience using our web sites to handle common customer service issues and questions to help reduce call center costs (headcount, resources, etc.)?  What I find to be a bit of sad irony is that while time and energy is being spent to beef up web site content, [...]

How to deliver bad news to smart meter customers

The deployment of smart meters has generated a tidal wave of data for utilities to manage and beyond the initial data storage challenge, there exist real questions about how to use and share this information with consumers.   In an article published on back in 2009, Jack Danahy estimated that 140 million smart meters installed [...]

Are customers listening to your ‘marketing’?

How many of you still get solicitation phone calls at dinner time? Or odd offers via US mail? It seems like our personal data is being bought and sold to substantially more companies for “marketing” purposes. I use the term “marketing” very loosely because what they are doing is not marketing. I get stacks of [...]