Tag Archives: b2c

Customer experience is the #1 strategic objective for 2015

A recent report by the industry analyst Peter Ryan at Ovum was titled ‘customer experience should be the key focus for outsourcers.’ It contains some great insights. Ryan believes that those of us who advise other companies on how to … Continue reading

Posted in Current Affairs, Customer Service, Strategy | Tagged , , , , , , , , | Leave a comment

What’s ahead for B2B in 2014?

Writing in the Retail Customer Experience blog, Mike Wittenstein, recently suggested his five key predictions for customer experience in 2014. One of his points was that the experience of B2B customers will start being influenced by what B2C customers are … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Social Media | Tagged , , , , , , , , | Leave a comment

Marketing leaders know how to follow well

It has always been assumed that a business-to-consumer organisation – one that sells products to a large group of customers – is very different to a business-to-business organisation – one that sells only to other companies. The separation in the … Continue reading

Posted in Customer Service, Marketing, Social Media | Tagged , , , , , , | 1 Comment

All change for global brands, even James Bond

Brand Republic recently published a six-point guide to how Red Bull has torn up the branding and marketing guidebook with their Stratos project. It’s a good point, but consumer brands are changing how they interact with all of us on … Continue reading

Posted in Current Affairs, Marketing | Tagged , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

How has conversion optimisation changed?

The social world of blogs and Twitter has changed how we use and measure conversions and the very idea of how to turn a visitor into a potential lead. Consider how email or web marketing used to operate with a … Continue reading

Posted in Contact Centres, Current Affairs, Marketing | Tagged , , , , , , , , , , , , , , , , , , , , | Leave a comment

How do you measure your social media health?

There are various influencer engagement tools out there, but many are seeing their reputation taking a battering. Klout is a good example because many have shown how you can game the system and improve your ‘influencer’ score just be being … Continue reading

Posted in Current Affairs, Marketing, Social Media, Technology | Tagged , , , , , , , , , , , | Leave a comment

Is the social web the future for your business?

I have been talking to my team recently about the need for them to be engaging online, especially on Twitter. Of course, most of us in any kind of business today are busy. Having one more thing on the to-do … Continue reading

Posted in Current Affairs, Customer Service, Human Resources, Social Media, Technology | Tagged , , , , , , , , , , , , , , | Leave a comment