How To Improve Multi-Channel Customer Support

I recently read this article by Zack Urlocker for CRN. He outlines the customer service value of multiple channels, and how they must be managed to maximize their potential. We know that customers are now communicating with their brands through multiple channels, but managing these channels is the next step. He writes, “There is a new customer support landscape, and it requires some ... Read More

Chat and Social Media Go Hand in Hand

Social Media today, is what chat was in the past: an emerging new channel.  Today, some of us have figured out our chat channel and those who have, are already one step ahead of the game in figuring out their social media channel. But what if we haven’t embarked on the journey of chat? I was reading about two new ... Read More

Three Weeks Until Cyber Monday!

Cyber Monday continues to gain momentum each year, although still considered a “little cousin” to Black Friday. According to Shoppertalk, in 2010, Black Friday sales grew only 0.3% while Cyber Monday saw a 20% increase. With online shoppers looking to skip the lines and get the best deals, Cyber Monday can be a boon or bust for online retailers based on ... Read More

Measuring Social Marketing

There are some doing it well, but it’s a still challenge many companies face. To be more specific, it can be difficult to measure its success. I’m a big advocate for going back to the basics, and first really understanding what the goal is. I was reading an article “B2B Social Media Metrics Need to Match Goals”, which supports this ... Read More

The People Side of Performance

The success or failure of a project is frequently captured in black and white through its Key Performance Indicators. However, KPIs rarely tell the whole story as more often than not there lurk a number of factors behind the scenes that, although difficult to measure, have considerable impact themselves. Levels of cooperation, teamwork and communication within a group, as well as perceptions (or misperceptions) about ... Read More

Going Beyond the Front Line: 24-7 Intouch Astute Certified Labor & Service Delivery

Many businesses are challenged with the ability to utilize their technology investments to their fullest potential. Facing obstacles such as changes in demand due to seasonality, exponential company growth, adverse events or tightening budgets, businesses must learn to utilize these technologies without increasing their operational costs. Retail leader, The Children’s Place was faced with such a challenge in 2009. Experiencing ... Read More

Social Media Customer Service

Are you ready to use Social Media as a way to connect to customers? What issues do you think it will solve? The Consumerist published and article today that outlines the thoughts of Frank Eliason, who created @ComastCares as a way to address Comast’s customer concerns on Twitter. He says, “Huge ROI can be gained just by measuring changes that ... Read More

“The Medium is the Message” – Marshall McLuhan

It continues to amaze me how this notion still holds true in today’s age of ‘social’. Conceptualized and written in the 1960’s, McLuhan truly captured the essence of how technology impacts the way messages are communicated and received. Engines such as Twitter and Facebook are dictating the way we communicate. Less words, more impact. Through these social media outlets, our ... Read More

How to Get Creative with QR Codes

Have you noticed these funny bar codes on ads and mail pieces A LOT lately? I was driving behind one on a bus this morning and wasn’t sure how safe it was to scan it while driving! QR codes seem to be gaining more and more popularity in mainstream, traditional [belated] marketing. Regardless of how long the life span is ... Read More

You don’t have to always listen to your customers….

Well that’s not true, but according to a guest blogger for 1to1 Media, you just have to be more strategic about how you do it. Temkin Group‘s Bruce Temkin, wrote an article based on a statement which former Apple CEO, Steve Job’s said, “You can’t just ask customers what they want and then try to give that to them. By ... Read More