May 28, 2014
Post-call surveys are an essential part of the call centre manager’s toolkit – but, asks Bruce von Maltitz of 1Stream, can companies trust what the surveys are telling them? “Based on after-call surveys, many companies are far too complacent about how well...
May 14, 2014
Social media blunders strike fear into the heart of any marketing manager. In the case of First National Bank, a distasteful response to a harmless query caused outrage on social media and left an unsightly blemish on the company’s otherwise polished social media...
May 6, 2014
“A satisfied customer is the best business strategy of all.” These words, by the acclaimed business author, speaker and former management professor, Dr Michael LeBoeuf, mean that by ensuring that your customers are happy the first time they conduct business with you,...
Apr 30, 2014
South African companies that are serious about making a shift towards customer-focused marketing need to put in place systems and processes that will enable them to gather and make sense of unprecedented amounts of customer data being generated, in an integrated...
Apr 14, 2014
Effective communication that reaches all employees across the business is the best way to help position a company to meet its goals. The days of ivory tower-like managerial approaches where all information is provided on a need-to-know basis and goals are...
Apr 3, 2014
Social media is becoming an increasingly popular channel of communication for consumers wanting to lodge complaints about poor service or inferior products. Does this mark a change in preference over more traditional routes, such as telephone, fax, e-mail and the Web?...
