Responsetek

MAY 3, 2018

The speed of change brought about by technological advances has brought with it certain expectations. One of those expectations is that customers and prospects will have a consistent experience of your brand across all channels, from your website to your customer service center to your brick-and-mortar store. It’s disconcerting for consumers to see a slick, glossy presentation one place and then be met with a clunky, hard-to-navigate brand presentation elsewhere.

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40

Responsetek

MAY 3, 2018

How the gap between expectation and reality can create both a headache and an opportunity for your brand to win. One of life’s rarest yet greatest moments is when someone or something turns out to be as good as we hoped it would be. A Tinder swipe, a first date, an online purchase, a holiday destination, a meal we’ve spent hours cooking, a movie we’ve waited months to see; no matter what it is, that amazing feeling of elation that comes with having our expectations met or exceeded is absolutely

eBook 40

eBook Exercises Brands Advertising 40

Responsetek

MAY 4, 2018

Choice Paralysis; why too much of a good thing can be harmful to your brand. Have you ever walked into a supermarket to buy a new product, something you haven’t consumed before and stood in front of the aisle, caught in a paralysis of knowing which choice to make given the multiple brands and variants you are faced with? Well if you have, you join the millions of consumers who suffer the same ‘shopping’ paralysis daily. .

CEM 40

CEM Consumers Brands Automotive 40

Responsetek

MAY 4, 2018

Every brand in the history of brand creation wants to be the number one customer choice. To be the favoured brand, the one chosen above all others. But with the continued expansion of products and services in almost every industry, coupled with the wide ranging sku’s belonging to almost every brand, succeeding in becoming the consumer’s first choice is becoming ever harder.

CEM 40

CEM Consumers eBook Roadmap 40

Responsetek

MAY 7, 2018

The customers decision to accept your invitation to provide feedback is influenced by a variety of factors. Here we will provide some insight on just one. The reminder. Did you know? Simply by using a reminder email or SMS, you can improve your response rates by 25-50%. Contrary to popular belief, when invited, many customers will engage you in a dialogue or to provide a rating about a product or service they just received from you.

eBook 40

eBook Feedback Financial Consumers 40

Responsetek

MAY 7, 2018

Did you know? Companies with employees actively monitoring the VoC improve their NPS or Overall Satisfaction significantly faster than companies with employees who aren’t. It has been a long standing tradition for organizations to keep their employees away from customer feedback. “They aren’t trained to interpret it”. “It will have a negative impact on their morale”.

Voice of Customer 40

Voice of Customer Social Media NPS eBook 40

Responsetek

MAY 7, 2018

Did you know? Being positive pays off. The attitude of your Contact Center Agents can have a substantial impact on NPS. Since Net Promoter Score (NPS) first hit the press back in 2003, there has been an ongoing debate about how much customer service agents can truly influence key metrics such as NPS. The main argument is agents have little influence over key drivers of detraction such as long wait times and restrictive policies or procedures.

NPS 40

NPS Net Promoter Score Contact Center eBook 40