Nov 8, 2013
If users still wait for customers to call them, their contact centre strategy is about to become outdated, says Deon Scheepers, strategic consultant EMEA Interactive Intelligence. Simply waiting for calls to come in, or worse – making outbound sales calls scripted to...
Nov 1, 2013
To be truly successful in marketing and advertising, we need to understand human motivation and behaviour at a deep level so that we are more able to influence it. Yet the marketing industry has clung to the same frameworks for modelling the ways that people evaluate...
Oct 21, 2013
Having a Web site is a quintessential component of business today, but by its nature its seldom a means to engage with your customers directly, in fact few businesses can say they are aware of what their customers are doing while visiting their sites. According to...
Oct 14, 2013
More companies these days would do well to follow the doctrine of Marshall Field. The 19th century US retailer, who coined the term “the customer is always right”, also said that goodwill is the one and only asset that competition cannot undersell or...
Oct 7, 2013
Social networking has been one of the most profound innovations to sweep the world. Today, it accounts for around 20% of all Internet traffic, a huge increase considering it was virtually zero five years ago, according to ComScore, says Frank Reinelt, senior director...
Sep 26, 2013
Every day, people are flooded by a deluge of information. It is sometimes difficult to keep up and one can feel downright overwhelmed between e-mails cluttering up your inbox at an alarming rate and being confronted by the rapidly updated blogs and feeds on the...
