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Posts tagged ‘Communication’

24-7 Intouch to Attend Customer Response Summit Toronto

WINNIPEG, Manitoba. May 28, 2013Representatives from 24-7 Intouch and Social Herd will be attending the Customer Response Summit Toronto, taking place June 17th to 19th, 2013 at the Westin Harbour Castle, in Toronto, Ontario.

The Customer Response Summit is presented by Execs in the Know, who aim to connect people to quality content and promote thought leadership through industry events, peer to peer collaboration, networking, and industry employment opportunities.

This inaugural Canadian event will focus on Customer Care for the Connected Consumer, and provide the opportunity to participate in team brain storming and problem solving with the Canada’s most progressive and innovative customer experience leaders. Holly Berry, Director of Enterprise Sales at 24-7 Intouch will contribute to the community dialogue leveraging her customer care experience within the contact center. Berry will be joined by Matt Wheatley, Director of Sales & Business Development at Social Herd (a 24-7 Intouch company), who will share his social media insight with the group.  Both will round up a complete multichannel approach, relevant to today’s Connected Consumer.

Voice Of The Customer – 2012 Trends

 

MyCustomer.com, which provides topical CRM and customer management content, has predicted 2012′s Voice of the Customer Trends. The four part blog series can be found here.

 

2012 VOC Trends

  1. Unstructured Data Analysis
  2. Maximising insight from existing info
  3. Becoming Proactive
  4. Making customer insight part of the brand experience
  5. Data Rich Environments
  6. The right channel for the right customer at the right time
  7. Measures and Questions
  8. Full Service Suppliers
  9. Increased speed of insight collection and analysis
  10. Making it fit with the people in the organisation
  11. Becoming part of Company Strategy
  12. Making Sense of Social

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You don’t have to always listen to your customers….

Well that’s not true, but according to a guest blogger for 1to1 Media, you just have to be more strategic about how you do it.  Temkin Group‘s Bruce Temkin, wrote an article based on a statement which former Apple CEO, Steve Job’s said, “You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.”

Temkin goes on to explain the realities of customer feedback, including the fact that 34 percent of U.S. consumers give feedback after a very bad experience, while 21 percent discuss a very good experience.

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Brand Connection = People Connection

I have to admit, I’m a brand guy. We all have our favorite brands – those products that become part of our personal persona and that we feel somehow represent us.  Branding is about creating an identity that consumers can directly relate to and build loyalty to your company. The strongest brands express this identity not just in their advertising and sales but also in their customer service. In fact, I would argue that when consumers interact directly with customer service, they form perceptions of the brand that are far more powerful than the perceptions they form through exposure to marketing communications.

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