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Make your journey maps measurable with customer journey analytics
[commented] Pitches the importance of basing #customer #journey #maps on real data, not on boardroom-created models
customer  experience  analytics  journey  map  debunk  bullsi  data  transaction  omni  channel  example  telecom  csrblogcomment  call  center  trigger  jtbd  kpi  behavior  csr19 
april 2019 by csrollyson
Ultimate Guide to Customer Experience Mapping: How to Map the CX from Start to Finish – NGDATA
Superb post compares #customer #experience maps to #journey #maps, shows when to use each, then how to build #CX map; BTW #agile #digital #ethnography speeds & improves this process
customer  experience  map  journey  comparison  reference  bullsi  csr19  howto  value  proposition  2017  data  social  media  sales  retail  transaction  example  template  omni  channel  touchpoint  emotion  research  persona  interview  forum  support  call  center  design 
april 2019 by csrollyson
10 Surprising Sources for Customer and Competitive Insight | SEJ
Useful list & how-to for learning about why customers switch to competitors (no surprises though ;^)
customer  competitor  howto  insight  research  analysis  operations  social  media  analytics  website  call  center  alumni  switch  retention  conversion 
november 2017 by csrollyson
Review Strategies and the Customer Experience | Sandhill
Solid advice: #Customer #experience and #reviews: How firms can mitigate risks, earn rewards
customer  experience  review  howto  analysis  vendor  thought  leadership  q2  2016  ugc  product  service  trust  call  center  fake  sochap  2execguide  2eglii  2sbs  2snr  cmo  cco  marketing  advice 
april 2016 by csrollyson
Insurance Journal Forums • View topic - Cold on Calling
Client acquisition discussion: how to build a specialty insurance business thru relationhip not cold calls #automotive
insurance  client  customer  acquisition  discussion  relationship  automotive  2009  agency  illinois  channel  professional  telephone  call  experience  smb  howto 
february 2016 by csrollyson
PEMCO: Establishing an engaging customer experience | Insights | West Monroe Partners
#Insurance case study: business strategy approach to #customer #experience strategy: extending call center
customer  experience  casestudy  insurance  strategy  market  analysis  sochap  call  center 
february 2016 by csrollyson
Expand Customer Listening with Your Customer's Unaided Feedback - Customer Bliss
How to get full-spectrum #customer #experience feedback—and use it to create real change #kudos #cx
customer  experience  organization  howto  social  media  call  center  pointofview  q3  2015  sales  marketing  2cdo  2cco  2csra  2sbs 
october 2015 by csrollyson
Journey Mapping the Customer Experience: A USA.gov Case Study
Excellent step-by-step description of gov't mapping for 1 persona + good pics, example #UX #CX #kudos
customer  experience  service  design  casestudy  government  journey  map  q3  2015  infographic  2chcuo  exceptional  website  call  center  email  interaction  cco 
september 2015 by csrollyson
Oracle cross channel customer experience Celcom case study
2 #omnichannel case studies on Oracle; nice detail of customer journey incl. #socialmedia #retail #callcenter...
omni  channel  customer  experience  casestudy  oracle  enterprise  software  retail  call  center  website  mobile  social  media  2chcuo  cco 
september 2015 by csrollyson
E-marketing advice please!!
@julian provides a standout response that gives read value without promoting himself. Note the value stems from his setting the context and providing extensive detail. These two elements show that he understands the situation and has significant expertise in helping people with email marketing [and related]. Well done.
email  marketing  b2b  sales  2sds  bullsi  cold  call  tactics  discussion  example  collaboration  forum 
may 2015 by csrollyson
Is door-to-door solicitation practical in business... - The Corner
I picked this one because it uses two ways to add value. The responder offers a detailed response, but he also uses a pinch of irony and humor, which can add significant value if done respectfully and carefully. I don’t recommend using humor until you know the character of the venue well enough; it is likely to do more harm than good. However, in this case, @stingray is a “Super Advisor” who obviously knows this forum very well. It adds to his credibility and authority because he shows his confidence. Most important, it adds value but doesn’t substitute for it; he delivers high quality detail.
b2b  sales  2sds  tactics  discussion  bullsi  management  collaboration  cold  call  telephone 
may 2015 by csrollyson
Quality and Quantity - Shall We?: General discussion at CallCentreVoice
OP (Brent) asked the question and interspersed the “Answer” within the thread that we reference here. He illustrates another best practice that any discussion participant can do: synthesizes other responses while referring directly to them. I call this “moderation” because it combines discrete ideas and often adds insight to them, which elevates the entire discussion. Note that anyone can play a moderator role; it is an excellent way to add value while showing your mastery of the subject. Well done, Brent!
call  center  forum  discussion  customer  service  2sds  vendor  select  bullsi  management  collaboration 
may 2015 by csrollyson
How Comcast Sets Its Customer Service Reps Up to Fail - Gretchen Gavett - Harvard Business Review
OVERLOOKED/true: How employees' REAL customer is management, not the firm's #customers #comcast example #experience
customer  experience  comcast  q3  2014  example  audio  service  representative  retention  management  metrics  analysis  call  center  incentive  2sbs 
july 2014 by csrollyson
How to Use Big Data to Stop Customer Churn - CIO.com
PRACTICAL #BigData examples by retail & ecommerce to enhance customer experience
big  data  customer  retail  ecommerce  experience  service  social  media  history  call  center  vendor  Q3  2012  churn  digital  cdo  cio 
august 2013 by csrollyson
ClearSlide
Cloud-based platform delivers sales support material across multiple devices & platforms
b2b  sales  business  development  cloud  application  presentation  conference  call  webcast  email  startup  software  tool  powerpoint  keynote  pdf  video 
may 2013 by csrollyson
how-to install skype mz600 | xoom - YouTube
Noisy; various vids on how to make calls/use skype for video calls
howto  install  mz600  android  skype  conference  call  asak  bullsi 
december 2012 by csrollyson
[no title]
some real quality research, good persuasive use of website
b2b  sales  services  research  cold  call  training  Analysis 
march 2012 by csrollyson
WhenIsGood
Nifty point solution for setting up events for several participants
Tool  Event  Meeting  Conference  Call  Schedule  Calendar  Online  free 
april 2011 by csrollyson
Study: AT&T, not Apple, is to blame for dropped iPhone 4 calls | Iphone - InfoWorld
Study of USA mobile carriers compares dropped calls; focus on #iPhone 4 #fb #li
iphone  at&t  verizon  sprint  tmobile  research  2011  mobile  call  statistics  2snr 
april 2011 by csrollyson
Skype Gets Serious Facebook Integration
Another indication that Facebook's role as a feature-rich portal/platform is growing; in some cases, "push to talk" can add immense value to social interactions, and it seems like Facebook wants to explore usage before creating a native app by studying Skype/Facebook user adoption. Also good to watch to see how synergy flowers between Skype's and Facebook's large networks in terms of user growth
facebook  skype  2fb  platform  news  q4  2010  integration  call  Social  Network  notabene 
october 2010 by csrollyson

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