Is your contact center reinforcing or degrading your company's brand?
Read about to improve customer service by adding value.
Branded customer service adds value to each customer interaction by reinforcing and demonstrating the qualities that make your company unique. It reminds customers why you’re special, shows that you care, and makes an impression that is vastly more powerful than any TV ad, web banner, or promotional piece could ever be.
Email connect@InteractionMetrics to learn more!
Value added customer service is an important tactic for SMBs to acquire and retain potential customers, increase brand awareness and so on. Here are five ways build effective customer service solution to your business in order to increase brand presence at global level.
Businesses from every possible industrial vertical need to understand the importance of IT Staffing Services. Staffing services India benefit both large and small companies alike by finding the ideal staff for your organization.
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...Salesforce Marketing Cloud
The time to embrace social channels is now. And incorporating social media strategy is the fast track to providing truly exceptional customer service. Service Cloud and Marketing Cloud have teamed up to show you how customer service and marketing are more closely linked than ever. Use social channels to:
Listen to customers where they are talking
Engage them in more personalized ways
Resolve cases quicker and delight customers
Transform service and create brand advocates
"So much of good customer service is context . . . A customer who has called or tweeted about the same issue three times within the last three months is a very different customer than somebody who just bought the product yesterday." —Tony Kavanagh, VP, Marketing, Salesforce Service Cloud
Value added customer service is an important tactic for SMBs to acquire and retain potential customers, increase brand awareness and so on. Here are five ways build effective customer service solution to your business in order to increase brand presence at global level.
Businesses from every possible industrial vertical need to understand the importance of IT Staffing Services. Staffing services India benefit both large and small companies alike by finding the ideal staff for your organization.
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...Salesforce Marketing Cloud
The time to embrace social channels is now. And incorporating social media strategy is the fast track to providing truly exceptional customer service. Service Cloud and Marketing Cloud have teamed up to show you how customer service and marketing are more closely linked than ever. Use social channels to:
Listen to customers where they are talking
Engage them in more personalized ways
Resolve cases quicker and delight customers
Transform service and create brand advocates
"So much of good customer service is context . . . A customer who has called or tweeted about the same issue three times within the last three months is a very different customer than somebody who just bought the product yesterday." —Tony Kavanagh, VP, Marketing, Salesforce Service Cloud
Retail Guide: 10 Commandments of Customer-Centric RetailingRaymark
As our physical and online environments continue to come together, consumer behavior
keeps changing and retailers need to react. Today’s consumers are extremely connected and live a digital lifestyle. They are educated, expect speed and have become extremely demanding. With an overload of mass marketing, some customers have lost trust in retailers and have become less loyal.
In this guide, we will take you through the 10 commandments that every customer-centric retailer needs to follow in order to increase loyalty, new customer acquisition, visit conversion, transaction value and to optimize marketing and customer engagement costs.
The Customer Experience: The Holly Grail of Competitive AdvantageDan Polito
Providing a great customer experience has emerged as the holy grail of competitive advantage, as traditional sources such as price or product differentiation become less sustainable. In an age of accelerated information flows, traditional sources of differentiation such as price and product differentiation erode rapidly, leaving customer service as the last sustainable source of competitive advantage. This challenges customer-facing departments to step up their game.
Teckst 2019 Customer Service Planning GuideTeckstco
More than half of consumers (54%) say that the customer experience at most companies needs improvement. And one in three consumers will walk away from a brand they love after a single bad experience. Learn how you can use two-way messaging to meet customers on their favorite channels, providing personalized service while increasing agent efficiency and decreasing costs.
Connect2020 is a single app that finds the service provider phone, email, txt, Instant Messenger contact details and in 1 click your connecting!
Connect with the company via whatever medium suits you at whatever time suits you.
Getting you the help you need faster.
Making you a happier, stickier customer.
Connect2020 - The power to connect and get things done when and how it suits you. Not them!
White paper - Customer Experience TransformationPablo Junco
This white paper highlights the business value of customer experience as a differentiator and explores three critical enablers to guide organizations embarking on the transformation journey.
What does it take to deliver a superb customer journey in today's globally connected and always-on world? Learn why moments matter and how Smarter Commerce is letting businesses apply insights and data to reach out to and engage customers at every crucial touch point.
Customer experience has become the new competitive battleground. How to create the best customer experience + the current state & future of AI in customer service.
7 Capabilities of Companies That Are Killing It in CXPerficient, Inc.
Every organization is at a different stage of digital maturity, which directly affects its ability to deliver an exceptional customer experience (CX). To make the situation more challenging, customer expectations are increasing every day as Amazon, Google, and other innovators are setting a high bar for what consumers expect to see when they engage with a brand.
We’ve developed a model that identifies the seven core capabilities of the companies that are dominating CX. These are the things they do that set them far ahead of their competition and allow them to deliver killer customer experiences. In our webinar, we took a closer look at those seven capabilities, including:
-How you can help your company adopt and master the 7 characteristics of CX success
-How companies with exceptional experiences can continue to improve and adapt
Breaking with tradition: what more can you expect from a loyalty program?Digital Alchemy Limited
A loyalty program is far more capable than you think. Let’s level up the expectations and have a look at this deck to find out what more a great loyalty program can contribute to your business!
Visit our website for more details and to subscribe to our eNewsletter
http://www.digitalalchemy.asia
Let’s connect…
http://www.facebook.com/DigitalAlchemyLimited
http://twitter.com/Digitl_Alchemy
http://www.youtube.com/user/DigitalAlchemyPtyLtd
http://www.linkedin.com/company/digital-alchemy
http://plus.google.com/109695231036450612270/posts
http://instagram.com/Digitl_Alchemy
Don’t forget to follow our SlideShare channel for more content in the world of database marketing
Extracting Business Value From All Three Phases of the Customer ExperienceJames O'Gara
This presentation is from the Future of the CMO / CXP Executive Education Series (www.cmoeducationseries.com). The education series is hosted by OnMessage (www.itsonmessage.com).
This education session explains why CEOs, CMOs and other business executives are quickly coming to the realization that every aspect of the organization must work together to achieve lasting customer experience success. It’s not just about successful lead generation. It’s not just about great sales conversion rates, or a better than average Net Promoter Score. Christine Crandell, a contributing editor with Forbes magazine said it best, “Customer experience is not restricted just to the attract engage-convert-close funnel. Rather it is about the lifetime experience the buyer expects to have with a vendor.” What this means is every phase of the customer experience matters. And only when all three phases of the customer experience are performing at a high-level can a company reach its full potential.
The Customer Portal Whitepaper briefs about driving customer interaction through a dedicated portal that has all the required features and user-friendly functionality. Find out how.
Small businesses will often rely on their website for consumers to find them, so this is your opportunity to make a good impression with potential leads or returning customers. Therefore, you want to make sure that the site keeps your visitors engaged and interested.
There are few brands that aren’t aware of the importance of being engaging on the web, but smaller companies often don’t believe they have the resources or time to be updating their websites on a more continuous basis with fresh and new content.
So what many small businesses do is create a Facebook page and forgo the website. There is no question that Facebook and other social media outlets are an excellent place to begin but if you want to gain the trust of your customer you need a website – it really is that important, because it shows that you have a company that is established.
Retail Guide: 10 Commandments of Customer-Centric RetailingRaymark
As our physical and online environments continue to come together, consumer behavior
keeps changing and retailers need to react. Today’s consumers are extremely connected and live a digital lifestyle. They are educated, expect speed and have become extremely demanding. With an overload of mass marketing, some customers have lost trust in retailers and have become less loyal.
In this guide, we will take you through the 10 commandments that every customer-centric retailer needs to follow in order to increase loyalty, new customer acquisition, visit conversion, transaction value and to optimize marketing and customer engagement costs.
The Customer Experience: The Holly Grail of Competitive AdvantageDan Polito
Providing a great customer experience has emerged as the holy grail of competitive advantage, as traditional sources such as price or product differentiation become less sustainable. In an age of accelerated information flows, traditional sources of differentiation such as price and product differentiation erode rapidly, leaving customer service as the last sustainable source of competitive advantage. This challenges customer-facing departments to step up their game.
Teckst 2019 Customer Service Planning GuideTeckstco
More than half of consumers (54%) say that the customer experience at most companies needs improvement. And one in three consumers will walk away from a brand they love after a single bad experience. Learn how you can use two-way messaging to meet customers on their favorite channels, providing personalized service while increasing agent efficiency and decreasing costs.
Connect2020 is a single app that finds the service provider phone, email, txt, Instant Messenger contact details and in 1 click your connecting!
Connect with the company via whatever medium suits you at whatever time suits you.
Getting you the help you need faster.
Making you a happier, stickier customer.
Connect2020 - The power to connect and get things done when and how it suits you. Not them!
White paper - Customer Experience TransformationPablo Junco
This white paper highlights the business value of customer experience as a differentiator and explores three critical enablers to guide organizations embarking on the transformation journey.
What does it take to deliver a superb customer journey in today's globally connected and always-on world? Learn why moments matter and how Smarter Commerce is letting businesses apply insights and data to reach out to and engage customers at every crucial touch point.
Customer experience has become the new competitive battleground. How to create the best customer experience + the current state & future of AI in customer service.
7 Capabilities of Companies That Are Killing It in CXPerficient, Inc.
Every organization is at a different stage of digital maturity, which directly affects its ability to deliver an exceptional customer experience (CX). To make the situation more challenging, customer expectations are increasing every day as Amazon, Google, and other innovators are setting a high bar for what consumers expect to see when they engage with a brand.
We’ve developed a model that identifies the seven core capabilities of the companies that are dominating CX. These are the things they do that set them far ahead of their competition and allow them to deliver killer customer experiences. In our webinar, we took a closer look at those seven capabilities, including:
-How you can help your company adopt and master the 7 characteristics of CX success
-How companies with exceptional experiences can continue to improve and adapt
Breaking with tradition: what more can you expect from a loyalty program?Digital Alchemy Limited
A loyalty program is far more capable than you think. Let’s level up the expectations and have a look at this deck to find out what more a great loyalty program can contribute to your business!
Visit our website for more details and to subscribe to our eNewsletter
http://www.digitalalchemy.asia
Let’s connect…
http://www.facebook.com/DigitalAlchemyLimited
http://twitter.com/Digitl_Alchemy
http://www.youtube.com/user/DigitalAlchemyPtyLtd
http://www.linkedin.com/company/digital-alchemy
http://plus.google.com/109695231036450612270/posts
http://instagram.com/Digitl_Alchemy
Don’t forget to follow our SlideShare channel for more content in the world of database marketing
Extracting Business Value From All Three Phases of the Customer ExperienceJames O'Gara
This presentation is from the Future of the CMO / CXP Executive Education Series (www.cmoeducationseries.com). The education series is hosted by OnMessage (www.itsonmessage.com).
This education session explains why CEOs, CMOs and other business executives are quickly coming to the realization that every aspect of the organization must work together to achieve lasting customer experience success. It’s not just about successful lead generation. It’s not just about great sales conversion rates, or a better than average Net Promoter Score. Christine Crandell, a contributing editor with Forbes magazine said it best, “Customer experience is not restricted just to the attract engage-convert-close funnel. Rather it is about the lifetime experience the buyer expects to have with a vendor.” What this means is every phase of the customer experience matters. And only when all three phases of the customer experience are performing at a high-level can a company reach its full potential.
The Customer Portal Whitepaper briefs about driving customer interaction through a dedicated portal that has all the required features and user-friendly functionality. Find out how.
Small businesses will often rely on their website for consumers to find them, so this is your opportunity to make a good impression with potential leads or returning customers. Therefore, you want to make sure that the site keeps your visitors engaged and interested.
There are few brands that aren’t aware of the importance of being engaging on the web, but smaller companies often don’t believe they have the resources or time to be updating their websites on a more continuous basis with fresh and new content.
So what many small businesses do is create a Facebook page and forgo the website. There is no question that Facebook and other social media outlets are an excellent place to begin but if you want to gain the trust of your customer you need a website – it really is that important, because it shows that you have a company that is established.
Beyond Sales: The New KPI's Of Marketing ROIDaniel Newman
In Marketing, the job starts and ends with the goal of creating customers. However, in a world gone social where mobile, big data and 24x7 availability of technology rule the roost, brands need a new method for measuring their marketing return on investment (ROI).
Revenue and sales are at the core, but for marketers to truly measure their impact they also need to consider things like customer retention, satisfaction and employee engagement in their evaluation.
Welcome to a new world of marketing, where new KPI's drive the initiatives of the marketing organization.
5 Keys to an Amazing Value PropositionCarl Hartman
Every have someone tell you that you need a value proposition or unique selling proposition, but no definition as to how to do that. This slideshare does, with good detail.
This slideshare and the free workbook that is available will help you create the basis for your marketing strategy.
Are You Losing Customers? The Importance of Building Brand LoyaltyElly and Nora Creative
Are you losing customers? The importance of building brand loyalty cannot be overstated, especially for small to medium-sized service-based businesses and personal brands. It is essential to cultivate a bond of allegiance with your brand in order to not only draw new clients but also retain existing ones in today’s highly competitive market.
This blog post will delve into the importance of brand loyalty and explore strategies for creating a memorable customer experience that encourages customers to return. We will discuss the benefits of building brand loyalty, including increased sales and word-of-mouth marketing, as well as strategies for creating a memorable brand experience.
Download our FREE EBOOK to help you decide if now is the time to bring in the big guns (an agency) or roll up your sleeves and DIY for a bit longer: https://bit.ly/3N6CW0i
If you are looking for call center services philippines, outbound call center philippines, telemarketing services philippines, customer service outsourcing philippines please contact IspeakSolutions.
The Value of Long Engagements by Will BermenderWill Bermender
Building shareholder value by building customer relationships that drive customer acquisition, retention and profitability across the enterprise. Will Bermender, Customer Interface Magazine, March 2000
If you want to boost the value of your brand, take some time to relax and investigate market conditions and winning techniques and then implement ways to increase the value of your brand.
Achieving customer loyalty is the best way to keep sales pipelines full. Customer experience management is key to customer loyalty. This whitepaper is about how to achieve customer loyalty in small and medium size busines.
Email marketing - Build loyalty and level up slidesLaura Thwaites
Join us for a special masterclass on how to boost customer loyalty in your email campaigns. We'll be joined by email marketing legend Kath Pay, Founder and CEO of Holistic Email Marketing. Kath lives and breathes email marketing and is recognized as an international email marketing thought leader. This is one session not to miss!
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
Influencer marketing isn't just for big brands or consumer products anymore. In 2024, marketers face hurdles like escalating paid channel costs, diminishing organic reach, and building trust in their ideal customer accounts. This session offers practical ways to bring influencer marketing into your organization, to provide cost-effective access to niche audiences, countering budget constraints and rising CPMs. We'll discuss the impact of social algorithms on reach, the trust deficit in traditional advertising and how influencer partnerships offer genuine connections with audiences. Attendees will gain actionable insights to integrate influencer marketing into their strategies, leveraging influencers for impactful campaigns in both B2B and B2C environments. Join us to unlock the potential of influencers in navigating the evolving marketing landscape of 2024 and driving meaningful business growth.
Key Takeaways:
- Educate on the various types of influence we can use as marketers
- Establish the problems that make influencers a priority
- Walk through some practical tactics on HOW to run a program leveraging several of these influence channels
First Things First: Building and Effective Marketing Strategy
Too many companies (and marketers) jump straight into activation planning without formalizing a marketing strategy. It may seem tedious, but analyzing the mindset of your targeted audiences and identifying the messaging points most likely to resonate with them is time well spent. That process is also a great opportunity for marketers to collaborate with sales leaders and account managers on a galvanized go-to-market approach. I’ll walk you through the methods and tools we use with our clients to ensure campaign success.
Key Takeaways:
-Recognize the critical role of strategy in marketing
-Learn our approach for building an actionable, effective marketing strategy
-Receive templates and guides for developing a marketing strategy
[Google March 2024 Update] How To Thrive: Content, Link Building & SEOSearch Engine Journal
March 2024 disrupted the SEO industry. Websites were deindexed, and manual penalties were delivered—all to produce more helpful, more trustworthy search results.
How did your website fare?
Watch us as we delve into the seismic shifts brought about by Google's March 2024 updates and explore strategies to not just survive, but thrive in this dynamic digital landscape.
You’ll learn:
- How to create content that is valuable to users (not just search engines) using E-E-A-T.
- How to build links that can boost rankings and withstand algorithm updates.
- Best practices for content creation and link building so you can thrive during algorithm updates.
With Vince Ramos, we'll examine the implications of the latest algorithm changes on content creation, link building, and SEO practices, and offer actionable insights from businesses like yours that have remained steadfast amidst the volatility.
Using real-life case studies, we’ll also show you the effectiveness of manual link building techniques and person-first content strategies.
Whether you're a seasoned SEO professional, a budding content creator, or anyone in between, this webinar will help you weather the changes in Google's algorithms and capitalize on them for sustained success.
Check out this webinar and unlock the secrets to thriving in the new Google era.
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
How to Use AI to Write a High-Quality Article that Ranksminatamang0021
In the world of content creation, many AI bloggers have drifted away from their original vision, resulting in low-quality articles that search engines overlook. Don't let that happen to you! Join us to discover how to leverage AI tools effectively to craft high-quality content that not only captures your audience's attention but also ranks well on search engines.
Disclaimer: Some of the prompts mentioned here are the examples of Matt Diggity. Please use it as reference and make your own custom prompts.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
AI-Powered Personalization: Principles, Use Cases, and Its Impact on CROVWO
In today’s era of AI, personalization is more than just a trend—it’s a fundamental strategy that unlocks numerous opportunities.
When done effectively, personalization builds trust, loyalty, and satisfaction among your users—key factors for business success. However, relying solely on AI capabilities isn’t enough. You need to anchor your approach in solid principles, understand your users’ context, and master the art of persuasion.
Join us as Sarjak Patel and Naitry Saggu from 3rd Eye Consulting unveil a transformative framework. This approach seamlessly integrates your unique context, consumer insights, and conversion goals, paving the way for unparalleled success in personalization.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
1. Smart Insights and Practical Advice for the Contact Center
SUPERIOR SERVICE / MAY 2015
“What’s often missed is that
contact center interactions
are the most powerful way
to build impressions of a
brand.”
p. 3
CUSTOMER
SERVICE +
BRANDING =
ADDED VALUE!
IS YOUR CONTACT CENTER REINFORCING
OR DEGRADING YOUR COMPANY’S BRAND?
By Martha Brooke, Interaction Metrics
2. 2Pipeline Articles www.contactcenterpipeline.com
SUPERIOR SERVICE | CUSTOMER SERVICE + BRANDING = ADDED VALUE!
RUNNING A CUSTOMER SERVICE CENTER, EVEN WHEN OUTSOURCED, IS
EXPENSIVE. That’s why, for years, executives have been touting the idea that
customer service needs to find ways to offset its costs. Usually that means
cross-selling and upselling, which when done smoothly is great, but often it is simply aggra-
vating for associates and annoying for customers. What if customer service could add value
in a new, better way?
Branded customer service does just that. It adds value to each customer interaction by
reinforcing and demonstrating the qualities that make your company unique. It reminds
customers why you’re special, shows that you care enough about your brand to align it with
your actions,and makes an impression that is vastly more powerful than anyTV ad,web banner
or promotional piece could ever be.
WHAT IS BRANDING—AND WHAT CAN
CUSTOMER SERVICE DO?
A COMPANY’S BRAND IS NOT ITS SLOGAN. It is a feeling, often a set of values—it’s the
essential kernel that makes a company memorable and sets it apart. Brand is often
summarized as a company’s promise to its customers.
“It’s not a slogan” bears repeating, because all too often customer service branding is seen
as asking associates to parrot company catchphrases. But ending a call or email with “Thank
you for contacting Company X, your home for the best gizmos in the world” doesn’t add value
for anyone. It comes off as scripted and insincere.
Instead, branded customer service brings a company’s core values to life by demonstrating
them though each customer service interaction. Here’s a definition:
Branded customer service is the practice of proactively communicating
the unique aspects of a company through well-defined behaviors,
adapted for the customer and their situation.
“The unique aspects of a company” are the core values that differentiate a company and
give it an identity. “Well-defined behaviors” are branded content, phrases and resources
that associates can use in specific customer interactions. Adapting is key, because it’s what
transforms your brand from an abstract, one-size-fits-all concept into a meaningful way to
connect with each customer.
Here’s an example: COMPANY GOURMET specializes in premium mail-order food and gift
baskets,which are particularly popular as client gifts for the holidays.The marketing team spends
millions on advertising their brand, which is: family owned, high quality, fresh, hand-picked
produce and top-notch presentation.
In our customer service evaluation, we heard a phone call between an associate and a
customer who was calling with a question about a gift basket. Here’s how seven seconds of
that call went:
Customer: “Will the apples be ready to eat?”
Associate:“Usually not.It may take several days for them to ripen.We keep them in cold
storage for a few months…”
By Martha Brooke
Interaction Metrics
FOLLOW Martha on Twitter
(@MarthaBrooke100)
3. 3Pipeline Articles www.contactcenterpipeline.com
SUPERIOR SERVICE | CUSTOMER SERVICE + BRANDING = ADDED VALUE!
That answer is technically “correct,” but it doesn’t distinguish the brand. The apples being
kept“in cold storage for a few months”sounds like a chain grocery store,not a premium-quality
food company.
Here’s our branded content rewrite:
Customer: “Will the apples be ready to eat?”
Associate: “Almost! To ensure that they arrive in perfect shape, we send them as they’re
ripening. In just a few days, they’ll be mouth-watering and delicious.”
The new branded content communicates the company’s commitment to providing a premium
experience. “Almost!” introduces the idea of anticipating a gift. “To ensure that they arrive in
perfect shape” shows they care about top-notch presentation.“Mouthwatering and delicious”
communicates the fresh,high-quality aspects of the brand that COMPANY GOURMET has spent
so much time and money to create.
And that’s exactly the point—when you’ve spent time and money to define your brand,
customer service interactions should support your brand, not degrade it.
MAKING THE BUSINESS CASE
SOMETIMES IT’S HARD TO GET EXECUTIVES AND MARKETING DIRECTORS TO BUY INTO A
CUSTOMER SERVICE BRANDING PLAN.We’ve discussed how branding customer service adds
value by reinforcing the company’s message,but from the marketing team’s perspective,there’s
a storm of forces that makes investing in branded customer service worthwhile:
IT IS INCREASINGLY DIFFICULT TO MAKE AN IMPRESSION
While companies spend millions on search engine marketing, display ads,
tweets and more, customers are increasingly able to skip commercials, turn
off ads and tune companies out.That’s why each customer impression counts
more than ever before.
It’s the job of advertising to make impressions and build awareness. But what’s often
missed is that contact center interactions are the most powerful way to build impressions of
a brand.That’s why marketing teams need to take an interest in how their brand messages
are (or aren’t) being communicated through every interaction.
TAKEAWAY: Failing to brand customer service
squanders valuable customer impressions.
CUSTOMERS ARE SKEPTICAL
Modern customers don’t trust a logo and a catch-
phrase, and with Facebook,Yelp and Twitter at the
ready, they’re quick to point out when companies
fail to meet their expectations.That’s why the best
companies demonstrate who they are through every interaction.
When customers reach out to a contact center, few things
are more off-putting than a customer service experience that
contradicts what a company says about itself.
For example,take Comcast.When the recording of a customer
repeatedly trying to terminate his cable service went viral, it
showed just how quickly customer service can degrade the brand.
4. 4Pipeline Articles www.contactcenterpipeline.com
SUPERIOR SERVICE | CUSTOMER SERVICE + BRANDING = ADDED VALUE!
The people behind HonestSlogans.com even came up with a scathing new catchphrase for
them: “Comcast: just try leaving us…” No company wants that kind of attention.
Think of it another way:Are you more affected by a car rental’s company slogan or by placing
a call to get a billing issue resolved? If a car rental’s slogan is, “We Try Harder,” then unless
customer service “tries harder,” customers will notice—and may even remark on the hypocrisy.
TAKEAWAY: Customer service that doesn’t support advertised
messaging radically undermines a company’s branding efforts.
MARKET TURMOIL MAKES DEMONSTRATING
UNIQUENESS CRUCIAL
Customers have countless options for where to purchase their goods and services,
which means the competition is stiffer than before—and more global.Plus,social
media enables customers to constantly compare brands to the marketplace. This makes
differentiation crucial.
Customer service provides a unique opportunity to cut through the clutter. Rather than just
telling customers your company is unique, customer service can demonstrate that unique-
ness through branded content. Customer service branded content is authentic and therefore
believable and because it’s believable it’s memorable for customers.
TAKEAWAY: Use customer service to show what makes you special.
ENSURING THAT YOU ARE BRANDED
BRANDING CUSTOMER SERVICE IS AN INTENSIVE PROCESS. You’ve got to identify the core
values of your brand, determine what they mean, and use those values to develop branded
content for your associates.
There are a few great introductions to branding customer service, but they all omit a key
piece of the puzzle: To ensure that your branding plan is working, you must accurately and
objectively measure how you’re doing.
To ensure that you’re branded, you need nuanced measurement that captures the
degree to which associates actually adhere to your branding guidelines. It’s something that
computerized monitoring can’t do, because each interaction is a complex mix of touchpoint,
customer and situation.The appropriate branded content for a curious prospect is not the
same branded content that’s right for an angry customer trying to make a return.
EACH CUSTOMER IMPRESSION
COUNTS MORE THAN EVER BEFORE.
5. 5Pipeline Articles www.contactcenterpipeline.com
SUPERIOR SERVICE | CUSTOMER SERVICE + BRANDING = ADDED VALUE!
Here are a few pointers for accurate measurement when it comes to customer service
branding:
●● Interactions must be randomly sampled in sufficient quantities for a low error rate and
high confidence level.
●● The expectations for branded content should be weighted for different touchpoints and
varying customers to reflect what’s most and least important for particular scenarios.
●● Scoring rules must be extremely specific so that you’re measuring how well associates
demonstrate the brand. (You’ll know the rules are precise when multiple scorers get
the same result.)
Without measurement, it will be impossible to know the degree to which your team
is carrying out the branding plan—and you won’t be able to incentivize associates for
their branding efforts. And, just like your accounting statements or anything else, for
your measurement to be taken seriously by an executive board, you’ll need to use an
independent, third-party auditor.
Branded customer service is the superior way for contact centers to add value to
companies. It’s also the most effective way for the brand message to reach customers. A
company’s brand is its promise to the customer. The effort of customer service branding will
be rewarded—but only when you prove quantitatively that your service fulfills that promise
with each and every customer interaction.
MARTHA BROOKE is Interaction Metrics’ Founder and Chief Customer Experience Analyst.
Interaction Metrics specializes in maximizing the value of satisfaction surveys, mystery
shopping, customer interviews, and customer service monitoring.
marthab@interactionmetrics.com ❘ (206) 428-3091
INTERACTION METRICS’ customer
experiences audits are the most accurate,
nuanced way to show how your customer
service experience rates. We even deliver
an Interaction Brand Score, which shows
the percent of your interactions that are
ON and OFF–Brand.
Your Interaction Metrics Brand Score
tracks the degree to which your customer
service actually supports your brand
promise. INTERACTION BRAND SCORE
Percent of your interactions that are
ON and OFF–Brand