This study draws from the Montclare SaaS 250 to find the top 20 SaaS companies and their Twitter support feeds. The aim is to find out the uses and effectiveness of Twitter as a support channel for enterprise SaaS.
Increase Online Sales by Optimizing Your Email Experience Return Path
Email is the bedrock in which all other digital channels rely on to meet their goals and objectives, whether that’s increasing traffic to your website, increasing your social followers, creating a cohesive customer journey, or turning prospects into qualified leads. Only by optimizing the email customer experience will a brand be able to increase its online sales overall. Guy Hanson, Senior Director Professional Services at Return Path has summarized 10 tactics every email marketer should use today.
Humanize Your Brand: Drive Employee and Customer Satisfaction with SLAsAggregage
Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.
How To Improve Lead Generation With Prospecting Brian Carroll
In our time-crunched economy, teleprospectors and inside sales are the driving forces behind B2B sales. As a new year kicks off, teleprospectors and inside sales reps are in the hot-seat with expectations to generate the real revenue that will lead their companies out of this economy. How ready are they to take over the controls? Will their old habits keep them from succeeding? Where do they need to pick up speed?
During this webinar, Brian Carroll CEO of InTouch invites Josiane Feigon, founder and CEO of TeleSmart Communications to show you fresh and new ideas that will help catapult marketing and sales efforts in the new year.
In this Webinar, you'll learn tips on:
* Cold Calling
* Email and Voice Mail Trends
* Getting out of the No-Po Zone
* Finding the Power Buyers
* Winning Qualification Criteria
* And much more...
Why Your Email Campaigns Aren’t Getting the Responses You DesirePinpointe On-Demand
Learn What You're Doing Wrong and How to Fix It...
You’re sending great marketing emails, but you’re still experiencing declining open rates, low click-through rates, unsubscribes, and minimal list growth. The truth is, there’s a lot of inbox competition for email marketers, so it’s no surprise that many marketers are not seeing the responses from their email campaigns.
These slides look at problems that many companies make when building and sending campaigns, including:
Email frequency
Selling a product vs. solving a problem
Call to action blunders
Campaign landing page mistakes
And more…
Vorian Agency EDM & eNewsletter Marketing with MailChimp SeminarMatt Lynch
Join industry veteran Matt Lynch, the General Manager of Perth, WA based technical marketing company Vorian Agency, with a look at EDM - Email Direct Marketing. How to improve deliverability, open rates, click through rate, virality and social share. How to reduce
This study draws from the Montclare SaaS 250 to find the top 20 SaaS companies and their Twitter support feeds. The aim is to find out the uses and effectiveness of Twitter as a support channel for enterprise SaaS.
Increase Online Sales by Optimizing Your Email Experience Return Path
Email is the bedrock in which all other digital channels rely on to meet their goals and objectives, whether that’s increasing traffic to your website, increasing your social followers, creating a cohesive customer journey, or turning prospects into qualified leads. Only by optimizing the email customer experience will a brand be able to increase its online sales overall. Guy Hanson, Senior Director Professional Services at Return Path has summarized 10 tactics every email marketer should use today.
Humanize Your Brand: Drive Employee and Customer Satisfaction with SLAsAggregage
Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.
How To Improve Lead Generation With Prospecting Brian Carroll
In our time-crunched economy, teleprospectors and inside sales are the driving forces behind B2B sales. As a new year kicks off, teleprospectors and inside sales reps are in the hot-seat with expectations to generate the real revenue that will lead their companies out of this economy. How ready are they to take over the controls? Will their old habits keep them from succeeding? Where do they need to pick up speed?
During this webinar, Brian Carroll CEO of InTouch invites Josiane Feigon, founder and CEO of TeleSmart Communications to show you fresh and new ideas that will help catapult marketing and sales efforts in the new year.
In this Webinar, you'll learn tips on:
* Cold Calling
* Email and Voice Mail Trends
* Getting out of the No-Po Zone
* Finding the Power Buyers
* Winning Qualification Criteria
* And much more...
Why Your Email Campaigns Aren’t Getting the Responses You DesirePinpointe On-Demand
Learn What You're Doing Wrong and How to Fix It...
You’re sending great marketing emails, but you’re still experiencing declining open rates, low click-through rates, unsubscribes, and minimal list growth. The truth is, there’s a lot of inbox competition for email marketers, so it’s no surprise that many marketers are not seeing the responses from their email campaigns.
These slides look at problems that many companies make when building and sending campaigns, including:
Email frequency
Selling a product vs. solving a problem
Call to action blunders
Campaign landing page mistakes
And more…
Vorian Agency EDM & eNewsletter Marketing with MailChimp SeminarMatt Lynch
Join industry veteran Matt Lynch, the General Manager of Perth, WA based technical marketing company Vorian Agency, with a look at EDM - Email Direct Marketing. How to improve deliverability, open rates, click through rate, virality and social share. How to reduce
EDMs (Electronic Distributed Marketing) through eNewsletters is almost as old as the internet itself and shouldn’t be discounted by marketers with so many additional options now available to connect with your customer base. This seminar looks at how to improve your eMarketing, increase deliverability, understand the different platforms, improve open rates, implement A/B testing, encourage segmentation and personalisation, and drive higher engagement and click through, whilst understanding how to integrate this strategy holistically across the Integrated Digital Marketing approach and support it with cross pollination and linking. We’ll talk about responsive designs and different ESP (Email Service Providers), and how users integrate with their emails… and what you can do to increase sharing and virality.
Things you can learn include:
The evolution of email marketing
Different eMarketing Platforms
What affects deliverability
CAN-SPAM act and Double Opt-ins
White lists, black lists and DSNBL
How to improve Open Rates
Implementing A/B testing
Segmenting your email subscribers/CRM
Personalisation and Psychology in eMarketing
Increasing click through and engagement
Tracking & Reporting on your email marketing
An Integrated Digital Marketing approach
Good design for email templates
Responsive Design for emails
Mail Chimp platform
Social Sharing, Forwarding and View Online
Wow! 2014 was a busy year in the email marketing space! Increased reliance on data-driven marketing, the emergence of Google Inbox, and the implementation of the Canadian Anti-Spam Legislation (CASL) was enough to challenge even the most seasoned email professionals.
So what practices will continue to be impactful in 2015? And what should you prepare for in the New Year?
Attend the webinar and position yourself to capitalize on today’s email trends and find out how to boost your marketing ROI this year. Join Ryan Phelan, named one of the top 30 digital strategists by the Online Marketing Institute, as he shares what impacted email last year, and his predictions for 2015.
Walk away with insight into:
• Digital marketing trends to be ready for in 2015
• How to make conversations with your customers even more personal
• The true value of the “always addressable” customer
• How to prep for the next big thing in email marketing
How to keep_your_lists_clean_and_improve_deliverabilityReturn Path
How to Keep Your Lists Clean and Improve Deliverability
Ideally, your email list would be populated exclusively with the email addresses of people who are actively engaged with your brand and want to receive your emails. However, this is impossible to achieve if your list is comprised of invalid, unverified email addresses. Mistakes happen, people mistype email addresses. But this can lead to increased bounces, which can have a tremendous impact on your deliverability.
Mailbox providers monitor the addresses to which you are sending and will filter or ultimately block your mail if you send to invalid addresses and experience high bounce rates. So what can you do to ensure you maintain a high quality list and inbox placement?
In this webinar, you will learn:
• The importance of maintaining a clean and validated subscriber list
• How to monitor your unknown user rates to gauge your list quality
• Why cleaning your list at point of capture can have a big impact on deliverability
• How Real-Time Email Validation can help ensure you send only to verified subscribers and beat the bounce for good
Pianificazione fiscale internazionale
L’internazionalizzazione delle PMI, specie oggigiorno, si sviluppa obbligatoriamente attraverso un’attenta attività di pianificazione tributaria e previdenziale (prima ancora che economica e finanziaria), rispettosa dei principi concernenti l’abuso del diritto e l’elusione fiscale.
6 Tips to Successful Call Center ReportingSpectrum
Successful reporting in your contact center is something that helps you improve productivity, increase revenue, manage agent performance and adherence and reduce or eliminate the daily challenges. However, for most managers, part of the challenge is having the combined consolidated information that keeps you alert and aware of the contact center status.
EDMs (Electronic Distributed Marketing) through eNewsletters is almost as old as the internet itself and shouldn’t be discounted by marketers with so many additional options now available to connect with your customer base. This seminar looks at how to improve your eMarketing, increase deliverability, understand the different platforms, improve open rates, implement A/B testing, encourage segmentation and personalisation, and drive higher engagement and click through, whilst understanding how to integrate this strategy holistically across the Integrated Digital Marketing approach and support it with cross pollination and linking. We’ll talk about responsive designs and different ESP (Email Service Providers), and how users integrate with their emails… and what you can do to increase sharing and virality.
Things you can learn include:
The evolution of email marketing
Different eMarketing Platforms
What affects deliverability
CAN-SPAM act and Double Opt-ins
White lists, black lists and DSNBL
How to improve Open Rates
Implementing A/B testing
Segmenting your email subscribers/CRM
Personalisation and Psychology in eMarketing
Increasing click through and engagement
Tracking & Reporting on your email marketing
An Integrated Digital Marketing approach
Good design for email templates
Responsive Design for emails
Mail Chimp platform
Social Sharing, Forwarding and View Online
Wow! 2014 was a busy year in the email marketing space! Increased reliance on data-driven marketing, the emergence of Google Inbox, and the implementation of the Canadian Anti-Spam Legislation (CASL) was enough to challenge even the most seasoned email professionals.
So what practices will continue to be impactful in 2015? And what should you prepare for in the New Year?
Attend the webinar and position yourself to capitalize on today’s email trends and find out how to boost your marketing ROI this year. Join Ryan Phelan, named one of the top 30 digital strategists by the Online Marketing Institute, as he shares what impacted email last year, and his predictions for 2015.
Walk away with insight into:
• Digital marketing trends to be ready for in 2015
• How to make conversations with your customers even more personal
• The true value of the “always addressable” customer
• How to prep for the next big thing in email marketing
How to keep_your_lists_clean_and_improve_deliverabilityReturn Path
How to Keep Your Lists Clean and Improve Deliverability
Ideally, your email list would be populated exclusively with the email addresses of people who are actively engaged with your brand and want to receive your emails. However, this is impossible to achieve if your list is comprised of invalid, unverified email addresses. Mistakes happen, people mistype email addresses. But this can lead to increased bounces, which can have a tremendous impact on your deliverability.
Mailbox providers monitor the addresses to which you are sending and will filter or ultimately block your mail if you send to invalid addresses and experience high bounce rates. So what can you do to ensure you maintain a high quality list and inbox placement?
In this webinar, you will learn:
• The importance of maintaining a clean and validated subscriber list
• How to monitor your unknown user rates to gauge your list quality
• Why cleaning your list at point of capture can have a big impact on deliverability
• How Real-Time Email Validation can help ensure you send only to verified subscribers and beat the bounce for good
Pianificazione fiscale internazionale
L’internazionalizzazione delle PMI, specie oggigiorno, si sviluppa obbligatoriamente attraverso un’attenta attività di pianificazione tributaria e previdenziale (prima ancora che economica e finanziaria), rispettosa dei principi concernenti l’abuso del diritto e l’elusione fiscale.
6 Tips to Successful Call Center ReportingSpectrum
Successful reporting in your contact center is something that helps you improve productivity, increase revenue, manage agent performance and adherence and reduce or eliminate the daily challenges. However, for most managers, part of the challenge is having the combined consolidated information that keeps you alert and aware of the contact center status.
McCallum Layton conducted a Snapshots study in November 2015 in order to gain an understanding of people’s current attitudes to customer service, and the role it plays in their relationships with companies and brands.
How Email is Revolutionising Performance Marketing - Mark Ash, TeradataPerformanceIN
Email has long been accepted as one of the most powerful and cost effective digital channels available. However, the emergence of disruptive technologies and programmatic buying as well as the increased drive towards an omni-channel marketing strategy has massively enhanced the role that email plays in the marketing ecosystem.
Mark Ash discusses why email is the key to a data-driven marketing strategy that is revolutionising performance marketing.
Why companies should care about e-care, Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness
Government Contact Center Council (G3C) meeting, June 12, 2014
Rosetta Lue
City of Philadelphia, Office of the Managing Director’s Chief Customer Service Officer
Barnet customer segments are a micro-level solution that group individual households into 17 different segments.
Each segment exhibits distinctive demographic, socio-economic and behavioural characteristics.
The segments allow our resources to be targeted so that they reach the right people, in the right way, and in a manner that effectively anticipates and addresses their needs
If your organization wants to be around in 5 years you need to invest in the right online technology, interactive strategy and staff. You have the vision, but need the dollars to make it happen. Learn what it takes to make the pitch to your Board and get leadership buy-in. Get the win and be the top fundraiser!
Five years on, it’s no surprise that the digital landscape has moved on significantly since we first published our Digital Maturity Index (DMI) back in 2010.
We're delighted to be publishing this year's research findings in DMI 2014: The digital ecosystem of technology, channels, customers, strategy and culture and the insights in this year’s report show just how far organisations have come in the intervening years.
Based on interviews with over 200 consumers and 150 business leaders from a range of industry sectors, this year’s report also includes opinion pieces from five digital thought leaders.
Our MD, Emma Robertson, unveiled the report with clients at our annual launch event in London. She talked though some of the headline findings building on the principle that as digital becomes more integral to the underlying strategy, the component parts of digital maturity must be treated as an ecosystem, not a hierarchy. The focus this year is about smartly combining technology, channels, customers, strategy and culture for both customer and commercial benefit. Here are just a few of the headlines:
Technology: In 2012, 87% of organisations had no formal processes for innovation. By 2014, 67% of organisations are using hackathons, labs or open APIs.
Channels: The drive to establish a digital presence in every new channel that emerges is being replaced by more strategic behaviour with 66% focusing on consolidation of existing channels and only 34% looking to grow the number of channels on offer.
Customer: 53% of respondents now measure customer happiness as a way of assessing how well digital channels are performing; 66% use a customer satisfaction index.
Strategy: 65% of respondents reported that there is a digital vision and strategy within their organisation but just 6% stated that the strategy is very well known within their organisation.
Culture: A factor in creating an environment for change and innovation is in an organisation’s tolerance for failure. Only 15% of organisations were recognised as having a ‘fail fast’ culture.
We were also joined by three industry leading keynote speakers. Some of the key things we took away were:
Easy is the new loyalty. Dr Nicola Millard, BT, talked us through the concept of 'net easy' and how omnichannel is the new normal.
Start with the user. Kathy Settle, GDS, shared very candidly the work that has taken place during the past 2-3 years to transform government services.
Be Human. Professor Moira Clark, Henley Business School, outlined the key factors required for customer service excellence.
You can read the full report here (www.transformuk.com/dmi-2014-its-all-about-the-digital-ecosystem) or you can drop us an email if you’d like us to email you a copy (enquiries@transformUK.com).
We'll be continuing the debate through our LinkedIn Group (Transform DMI 2014 and on Twitter (#DMI2014) and we hope you'll join us there.
David Cole of fast.MAP outlines the changes that have happened across the last 7 years of the survey.
Beginning this year, an increased focus on promotions has revealed significantly more areas where Marketers feelings are not borne out by the facts.
This presentation runs through all of the key areas correcting the impressions in some critical areas.
White paper the 4 key reasons 70 percent of telco digital transformations fai...Martin Kievit
Within this white paper we zoom in to why Telcos struggle to deliver successful transformation programmes.
What is it they do wrong and how could they prevent this.
We also look into the different approaches Telcos take when it comes to technology and implementation partner choices
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
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Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
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2. 2
Discussion Points
• Three things that have changed
• Four things that have stayed the
same
• Two cases to prove what’s possible
3. 3
Change 1: The next generation (selected members I know well shown here)
4. 4
Change 1 : Their Customer Rules
1. Browse First
2. Look on social media
and ask their mates
4. Call…if I have to
3. Text if they can
Ask Mum or Dad to do it
5. Change 1 : Survey of 3000 customers across US/UK and Australia on Channel Preference
1st
2nd
3rd
4th
5th
PC
Order of Channel Preference
2nd
Tablet
Smartphone
Landline
Regular mobile
Store
Source: 24*7 Engagement Index Survey of 3000 customers
6. 6
Change 2 : Digital Drives New Demand (OMG!!, WIGO!!)
GM of Contact - Major Bank
“We have almost complete uptake
of internet banking, our mobile
app uptake is going ballistic and
our web site is best in class…
BUT
I have the same number of
customer contacts as we did 10
years ago!”
7. Change 3 : Digital changes the needs and expectations of the contact centre
Can you help me with
this on line
application?
I tried using your
web site but it fell
over/hung/wouldn’t
work
“You’ve got my email ?”
…but I was offered
a 20% discount on
line
I’ve just completed
X on the web site
can you see that…
“I’m on the XXXX
page…”
8. 8
Not Changed No. 1: The Contact Centre Only Drives 10-20% of Demand
Contact Category Owner
I’m moving in / out (11.6%) Head of Sales
Rates enquiry (<1%)
Head of MarketingWhat can you offer? (2.2%)
How do I get Solar? (<1%)
Why is my bill so high? (incorrect bill) (1.5%)
Head of BillingWhere’s my bill? (2.4%)
I don’t understand my bill? (1.4)
I have a complaint about a letter? (4.1%)
Head of Credit
Where’s my payment? (1.3%)
I’ve been disconnected. (1.4%)
Can I set up / change my payment plan. (5%)
Can I set up bill smoothing (1%)
Where’s my concession (3.2%) Head of BPO
Why is my bill so high? (estimated read) (1.5%) Head of Network Relations
I cant log on. (<1%) Head of I/T
What’s my balance ( 2.1%) Head of Customer Service
9. 9
Not Changed No 1: The Contact Centre Only Drives 10-20% of Demand
ValueIrritant
Irritant
Value
Simplify
Leverage
Opportunity
Eliminate Automate
Organisation
Customer
Value/Irritant Classification Example
46% 24%
10. 10
Not Changed No. 2: Our Needs as Customers
1. Know me remember me
The Seven Customer Needs
2. Give me choices 3. Make it easy for me
4. Value me 5. Trust me
“Effective
Interactions”
“A
relationship”
“My partner”
Maturity Stage
6.
Surprise
me
7.
Help me
do more
11. 11
Not changed 3: All channels are not created equal for all activity
13. 13
Case 1: The Magic of Best Practice Procedures – designing integrated solutions
One of Ten Design Principles
Digital integration and promotion We design from a default
position of a digital mobilised world, encouraging, promoting
and helping customers use our digital platforms. We will
integrate digital self-service into every
interaction through recommended contact handling
guidelines. Text will be a primary communication and help
methodology
14. 14
Case 1: More BPP Magic: Creating Commonality Across Channels
Channel Switch Integrate Channels
15. 15
Case 1: BPPs across channels
Separate email Team
New email process
aligned/integrated
with calls
BPPs for email included
jumping channels
Cross Channel BPP’s and Email’s Resolved
No email team
16. 16
Case 1: Customers loved it
A glitch from IT!
tNPS Score Trend From Pilot Start
17. 17
Case 1: …The business loved it
New to Old AHT Comparison
Difference trend in Green 14.5%
18. 18
Case 2: Integrated Management Across Channel teams
Frequently Seen Multi Channel Organisation Design
Dig tech
support
Chat team
Inbound
handling
Inbound
service
Digital Chat Email/SMS Calls
Sales +
(Service)
Face to face
Social MediaDigital
marketing
Email
marketing
Inbound
sales
Outbound
19. 19
Case 3: Potential of cross channel capability
What does almost every call/contact centre want but few have?
Staff can
work in
many
channels
Move work
to when
we want to
do it
Our team are
used in the
most effective
way
Flexible
Capacity
20. 20
Case 3: In action
Real “Active management”
The technology
combines with
defined
management
process
Call queues, emails,
chat and text and
“case management
activity”
