Beyond Philosophy

SEPTEMBER 6, 2016

Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.” showed that 80% of companies spend too much of their marketing budget on customer acquisition. He calls these companies Acquirers.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Though still in its infancy, the CJA market is expected to grow at a slow but steady pace for the next few years.

Enterprise 96

Enterprise Analytics Consulting Consulting 96

CSM Magazine

SEPTEMBER 8, 2023

Thanks to our knowledge of the market and the way it has been evolving in recent years, we’ve shaped our business strategy around the convergence of the contact centre, AI and CRM landscapes. Our investment in Salesforce began more than three years ago with our acquisition of ‘makepositive’, Salesforce’s leading UK-based consulting partner.

CRM 52

CRM Enterprise Consulting Consulting 52

Fonolo

JANUARY 31, 2018

There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Who wrote it: DMG Consulting, sponsored by Serenova. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago.

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

Beyond Philosophy

AUGUST 30, 2016

And, as many consulting organizations have determined, today these factors are critical for both understanding leveraging downstream customer behavior. One Marketing Guy Who Gets It (What Sales Needs, That Is). Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

B2C 150

B2C B2B Customer advocacy Consulting 150

Totango

MARCH 8, 2022

Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders. Nine Best Customer Success Communities in 2022.

Best practices 115

Best practices SaaS B2B Marketing 115

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. Why Proving the Impact of Marketing is Difficult. Resolve To Deliver More Proactive Service in 2018. Please Stop Feedback Competitions Among Your Staff.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Beginning around 1995-2000, major consulting organizations began to recognize that these critical changes were likely to have profound impact on businesses.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago.

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

CSM Magazine

JUNE 2, 2021

This innovative, fast-growing business provides clients with access to a worldwide network of trusted associate consultants, each specialising in an area of loyalty and customer engagement. The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director.

CRM 52

CRM Analytics Consulting Consulting 52

Fonolo

AUGUST 29, 2018

Annette Franz – Customer Experience Consultant, Speaker and Author. Jeanne Bliss – CCO Pioneer, Keynote Speaker, Author and Consultant. You may have senior executives driving marketing and branding strategies, but in many instances, AGENTS ARE YOUR BRAND. White Paper: CX Trends You Need to Watch in 2018.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Connecting the Dots

MARCH 30, 2017

Since the seminal 1976 White House Study on complaint handling, we have known that complaint handling could be an effective marketing strategy. The post Whitepaper: When Will We Ever Learn: Why the Revolution in Corporate Complaint Handling Has Failed SO FAR appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Sales 48

CSM Magazine

JUNE 4, 2020

Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing and how to avoid ice-cream shops only selling vanilla. Matthew Sims is Director at 4T4 Consult. About 4t4 Consult. 8 Top challenges for contact centre outsourcing.

outsourcing 52

outsourcing Business Process Outsourcing Consulting Consulting 52

Education Services Group

FEBRUARY 1, 2023

In case you wondered if this daily routine of beleaguered managers will change any time soon, the august management consulting firm, McKinsey, sees no escape. In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” Eureka (or whatever high-pitched scream a groundhog makes)!

Metrics 52

Metrics Construction Finance Upselling 52

Fonolo

JANUARY 14, 2020

As a help-desk software solution, they cover a variety of topics, including growth, marketing, culture, and product management, all themed around improving the customer experience. Top Pick: Creating a winning customer-centric marketing strategy. Jeanne Bliss. Jeannie Walters @ Experience Investigators. Marsha Collier.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ConvergeOne

JANUARY 28, 2021

Was it going to be used for marketing purposes? Facebook, who allowed subscriber data to be sold to a political consulting firm, Cambridge Analytica, without user consent. Download this ConvergeOne white paper to receive all 21 cyber tips to get your organization started. Research purposes?

Government 106

Government Healthcare Accountability Personalization 106

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Adeel is a Content Marketing Executive at GigWorker , a media outlet focused on the gig economy. Frank Spear. Smitha Baliga. Adeel Shabir. adeelshabi.

Call Center 182

Call Center Management Scripts Coaching 182

Eptica

FEBRUARY 28, 2018

Patients who signed up to receive online consultations in the US then actually doubled the number of physical trips made to the doctors. To help brands better understand the need for both human agents and technology, Régine Vanheems has written a detailed white paper on the subject. Share this page on: Tweet.

Customer Service 62

Customer Service Banking Self service Best practices 62

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Carol Tompkins is the Business Development Consultant at AccountsPortal. Andrew Tillery is the Marketing Director at MAP Communications. Carol Tompkins.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. It’s likely been a topic of conversation for months, if not years.

Government 46

Government Enterprise Banking Consulting 46

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. content marketing. Frank Spear is the Content Marketer at RafflePress.

Management 273

Management Customer Experience Customer Service Coaching 273

LiveChat

OCTOBER 5, 2018

75% of marketers struggle with optimizing landing page copy. These numbers indicate that marketers aren’t taking full advantage of post-click landing pages as they should be. If your landing pages aren’t optimized for conversion, they could be a liability in your marketing funnel instead.

Best practices 62

Best practices Real estate Education Advertising 62

inmoment

JUNE 17, 2019

The question of why people leave without buying constantly occupies the mind of marketers. Beyond helping clients drive both business outcomes and customer satisfaction, Park has spent more than a decade designing, deploying and consulting on customer experience programs for global Fortune 1000 companies. Neglecting Non-Buyers.

Customer Experience 53

Customer Experience Construction Feedback Personalization 53

ConvergeOne

JANUARY 28, 2021

Was it going to be used for marketing purposes? Facebook, who allowed subscriber data to be sold to a political consulting firm, Cambridge Analytica, without user consent. Download this ConvergeOne white paper to receive all 21 cyber tips to get your organization started. Research purposes?

Government 40

Government Healthcare Accountability Personalization 40

delighted

AUGUST 23, 2019

With the number of customer experience consultants and enterprise software vendors out there preaching complete organizational transformation (and requiring extensive budgets), it can be easy to believe that launching a customer experience program is a giant undertaking. Is this about a white paper that they read? Conclusion.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

ClearAction

FEBRUARY 7, 2016

Customer-Focused Marketing. Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Experience Management is a Lucrative Opportunity for Marketers article. Marketing Wins Strategic Clout by Driving Customer Experience BKM: Aon. Customer Experience Strategy : Exploring Success Factors.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Global Response

FEBRUARY 13, 2022

Some BPO call centers may focus on inbound calls and customer service, while others may serve as an outbound BPO call center and handle telemarketing, sales and/or market research. If you need a high level of specialized expertise for high-level business development or market research, this is where a KPO call center can provide support. .

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

Callminer

APRIL 20, 2020

Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. “Tactical Consultancy is a generic term for a number of value-add services.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Engineering Call Center 286

Horizon CX

JANUARY 6, 2020

I consider myself a very moderate person in my approach to life and business and especially within my current role as a customer experience consultant. I’m using the word “moderate” quite intentionally. Southwest Airlines Co.,

Airlines 40

Airlines Surveys Education Management 40

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row. You have to invest in content marketing. My company had a significant birthday this year.

Consulting 221

Consulting Consulting Finance Education 221

Beyond Philosophy

NOVEMBER 28, 2016

A recent article by a major employee research and engagement consulting organization were reported on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% At best, this conclusion feels like a major s-t-r-e-t-c-h of correlation analysis results. Those question are: 1) Really?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Callminer

FEBRUARY 23, 2021

Adapting to a shifting market means making changes to agent engagement processes , team cooperation, agent training and more, while maintaining a positive customer experience. For instance, cloud VOIP systems, live chat software, video consultation, asynchronous messaging, SMS service lines, and so on.

Call Center 376

Call Center Technology Banking Contact Center 376

Beyond Philosophy

SEPTEMBER 13, 2016

As concluded in a 2010 white paper by marketing software company Neolane: “… with the right technology, skill sets, and C-level buy-in, social media provides an opportunity to take a more personalized and interactive approach to achieve true engagement… So, stop broadcasting, start engaging and put your social media intelligence to work.”.

B2C 341

B2C B2B Wireless Customer centricity 341

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. They market, and create experiences, within the branded vision. In his 2010 book, Marketing 3.0:

Airlines 360

Airlines Marketing Enterprise Advertising 360

Callminer

SEPTEMBER 23, 2020

Instead of looking like a pesky salesperson, you can appear like a reliable consultant ready to offer solutions to their predicaments.” ” – Brad Beutler, 6 Examples of Using Employee Email as a New Account Based Marketing Channel , Terminus; Twitter: @Terminus. Use tools that accommodate multiple channels.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Integrity Solutions

MAY 24, 2023

This is the million-dollar question on the minds of leaders across industries today – particularly as new competitors enter and disrupt existing markets and the selling environment grows increasingly complex. The market hadn’t changed. SalesTraining programs. All of a sudden, his results had begun to slide.

Sales 52

Sales Coaching Accountability Personalization 52