Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. But, what about customer advocacy in BtoB products and services? Is business-to-business customer advocacy an oxymoron? Does it exist?”.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

Beyond Philosophy

AUGUST 30, 2016

35 years ago, Deming said “Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them”, he was talking about what, for the past decade, we have understood, and effectively measured and applied, as customer advocacy behavior.

B2C 150

B2C B2B Customer advocacy Consulting 150

Beyond Philosophy

SEPTEMBER 6, 2016

Process-oriented companies focus on creating benefit by keeping customers, optimizing their purchases over time and stemming rates of defection or recovering lost customers. They rarely give enough attention to pre-purchase processes or value creation.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

InGenius

DECEMBER 19, 2019

Not just an exhibitor, we were excited to join our customers in several different presentation tracks and keynote sessions: Revolutionizing Salesforce Phone Integration and the Future of CTI , featuring partner Illuma Labs. You can read the full case study now. Looking Ahead - We're Just Getting Started.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Fonolo

MAY 31, 2018

This digital evolution has fostered a significant increase in customer expectations: 84% of consumers now expect companies to respond within 24 hours of reaching out on social media, while 72% of Twitter complainants expect a response within an hour. Conversely, the benefits of using social media for support are great.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

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

teleopti

SEPTEMBER 18, 2019

Building an organization that is fuelled by customer service makes sound business sense. Having loyal customers who offer guaranteed revenue streams boosts profitability, maintains a positive corporate reputation and enhances customer advocacy. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Self service 57