Strategy&Leadership

Excellence in customer service has been touted as the big differentiator in a struggling economy.
Despite the phone remaining the dominant communication channel when contacting a call centre, many companies fail to grasp, or at least demonstrate an appreciation of the potential to improve the customer service experience through this medium. The call centre remains woefully under-funded, resulting in de-motivated, unproductive agents and disgruntled customers.

Recently I came across these quotes from young children about what love is. Interesting when you map it against what we should be doing for our Customers and Clients, isn’t it?
‘When someone loves you, the way they say your name is different. You know that your name is safe in their mouth,’ said Billy aged 6.

The potential impact of personalised marketing over the web is enormous, but companies must move quickly to seize the opportunities presented by a truly integrated multi-channel sales and customer services strategy, says Mark Simpson of Maxymiser.

Maximizer Software has unveiled its new look website with a host of improved features aimed at improving visitor experience.
Some of the noteworthy features of the new site include: ’Test Drive’ Maximizer CRM - Accessed directly from the website via your browser, Test Drive provides an easy and intuitive way to try-out and evaluate the full Maximizer Enterprise CRM system. This can be done when required and without the need for complicated trail installations of software.

Actinic has announced a strategic partnership with Feefo, a provider of independent customer feedback for ecommerce sites.
The company reports that store owners will benefit from Feefo’s feedback service which is available in a range of highly competitive price bands designed to suit different business sizes with differing order volumes.

Beyond Analysis reports that it has developed new ways to turn customer data into powerful business intelligence.
As evidence the company cites the introduction of ‘Viewpoint’ a report on the economic vitality of Australia. ‘Viewpoint’ uses a combination of transaction data and market research to provide more detailed insights about the lives of real people and economic well being than the official government statistics.

Consumers will be given a better deal from credit card providers following the announcement of rules designed to end ‘sharp trading’ practices, such as charging minimum payments which cover only interest and fail to reduce overall balances.
A consultation by the BIS (UK department of Business, Innovation and Skills) into poor treatment of customers by credit card companies has resulted in the creation of five rights, which have been agreed by the government.

In the past 10 years, the worldwide web has gone from being foreign and out of reach, to a fundamental part of every business and organisation.
As websites evolved from first to second and eventually third generation, it became apparent that most organisations were confined to using their websites as either communication tools or ecommerce portals.

We've just gone past a fork in the road. You know the one, a year of very reduced budgets, and a dawning realisation that a year without brand awareness is a dangerous place to be.
Marketers are approaching the idea of restarting major spending with some trepidation, because the board is peering closely at ROI.

According to recent reports, the number of people using mobile working technologies is likely to exceed one billion before the end of the year.
Research firm IDC predicted that some 1.2 billion workers will be using mobile enterprise tools by 2011. This astonishing figure represents roughly a third of the total global workforce.