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Tag Archives: marketing
How did we promote a business before social media?
Social media is fast moving. What works today might not work tomorrow because trends shift so fast and new systems become available on a regular basis. Who can remember how popular Bebo used to be in Europe? Or Orkut in … Continue reading
Posted in Current Affairs, Marketing, Social Media
Tagged bebo, branding, facebook, google, marketing, myspace, orkut, social media, social networking, strategy, twitter
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Are social media gurus the real experts in social media?
I read this recent feature in PR Daily on the seven different types of social media specialist and my heart sank a little. Yes, it is focused on communication and marketing specialists, but fails to observe that there are also … Continue reading
Posted in Current Affairs, Customer Service, Social Media
Tagged business, community, engagement, facebook, guru, marketing, pr, PR Daily, PR Weekly, public relations, sales, social media, social networking
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How much has India changed in 7 years? A lot..!
In the past week I’ve been visiting our facilities in Delhi and Jaipur and I have been really impressed by the way our team in India is working. I don’t mean in a typical sales pitch type way that our … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Human Resources
Tagged bpo, customer service, delhi, global, hr, india, jaipur, marketing, outsourcing
2 Comments
Should sales own the customer experience?
A recent whitepaper summarized in Forbes magazine indicated that just nine per cent of marketing professionals felt that customer experience was the most important measurement of their own Return on Investment – in other words the marketing people don’t really … Continue reading
Posted in Current Affairs, Customer Service, Human Resources
Tagged commission, customer experience, customer service, forbes, lifecycle, marketing, ownership, sales, selling
1 Comment
Optimising Customer Experience in the Digital Era: Ipsos Mori
Last week Teleperformance UK hosted another event focused on exploring the way the entire customer service industry is changing. Titled ‘Optimising Customer Experience in the Digital Era’ the event analysed channel shift in the modern customer service environment. Ben Page … Continue reading
Posted in Current Affairs, Customer Service, Marketing
Tagged advertising, ben page, customer service, depression, economy, future, global, internet, ipsos mori, marketing, recession
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Big Data: How about every tweet ever sent on Twitter…
It has recently become possible to request every tweet you have ever sent on Twitter. Go and have a look at the ‘account’ page when you login to Twitter – there is a button you can click called ‘request archive’. … Continue reading
Posted in Current Affairs, Marketing, Social Media, Technology
Tagged analysis, big data, marketing, sentiment, social media, socialnetworking, twitter
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Will augmented reality revolutionise advertising?
Have you seen an augmented reality application? It sounds like one of those technologies that look great in a James Bond movie, but could have no real application in everyday life, but there are some great examples now. The most … Continue reading
Posted in Current Affairs, Marketing, Technology
Tagged advert, advertising, ar, augmented reality, commercial, google, japan, marketing, skymap, tokyo shimbun, worksnug
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Lego show how to deliver great customer service – with ninjas
It’s not often that I see a conversation playing out on Twitter that ends up being analysed by Forbes a few days later, but it just happened this week. A seven-year-old British child lost one of his favourite Lego ‘Ninja’ … Continue reading
Posted in Current Affairs, Customer Service, Social Media
Tagged amplification, brand, customer experience, customer service, forbes, friends, lego, marketing, ninja, sales, sensei, social media, social networking, twitter
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The mobile world is maturing fast
Smartphone sales are predicted to top the one billion mark this year – the phone has morphed from a device we use for making calls into a fully functioning computer in our pocket. And now that so many consumers are … Continue reading
Posted in Current Affairs, Customer Service, Marketing, Social Media, Technology
Tagged amazon, customer service, digital, email, internet, kindle, marketing, mcommerce, mobile, phone, retail, smartphone, technology, tv
4 Comments
The dark side of cross-selling to customers
Once the customer service function used to be a drain on company resource. If only a product could be sold and then the customer forgotten then all that money sunk into call centres and answering customer enquiries could be saved. … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Marketing
Tagged agent, buzzword, call centre, cost centre, crossselling, customer, HBR, loss, marketing, profit centre, revenue, trust, upselling
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