The Evolving Role of Customer Service: Your Questions

While my blog was being “reworked” (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft.

That was the first of a three-webinar series on the challenges affecting customer service these days and for the next couple of years.  The first webinar was on the evolving role of customer service and how it is going to look in the next decade.

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5 Fails to Avoid with Your VoC Program

I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017.

Not seeing the results or improvements you expected to see from your customer listening efforts?

Why is that? What's going on?

I've been known to cite two reasons for VoC program ineffectiveness:

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On Productivity

Post by: Sigurd Rinde

"Productive effort, measured in terms of the rate of output per unit of input"

And I bet you that the next word that is popping up in your head now is efficiency: "Achieving maximum productivity with minimum wasted effort or expense"

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Emotional Ads Work Best

The idea that ads that engage us emotionally work better than those that don’t might provoke a, “Well, duhhh!” reaction from Neuromarketing readers. Surprisingly, though, I still encounter business executives who don’t believe they are swayed by emotional factors when buying things, and often doubt that others are either. So, for those uber-rational decision-makers, here’s the hard data…

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Which 50% of Your Marketing Dollars Are Working?

by: Jennifer Rice

Well, after a year-long blogging hiatus, I've decided to jump back in. I'm thinking that the easiest way to do so is to start with a draft of a white paper on Marketing Effectiveness that was put on hold... might as well publish it here. And there's no time like the present to write about marketing effectiveness, as the looming recession is fueling a lot of questions like: Increase vs. decrease spending?

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Competitiveness or Efficiency

by: Sigurd Rinde

Sometimes when I hear the term "competitiveness" it hits me as ever so slightly aggressive. Fists flying, brats vying for a position in the front row, a tad macho the whole thing.

But it's not, it's about success, delivering great value, being liked, being loved, being human, using a minimum of resources to deliver a maximum of value. Basically it's all good.

It's about doing your very best, accepting that the ones not doing their best will be weeded out. That's life.

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Combining Online and TV to Boost Brand

by: Matt Rhodes

Recent research from the Internet Advertising Bureau (IAB) and Thinkbox shows the power to the brand of using TV and internet together.

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