The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is
Tag: their
How Can CMOs Build The Business Case With Their CFO To Create The Patience, Trust, And Confidence For Longer-Term Growth And Value
Chief marketing officers are reporting increased pressure to prove the impact of marketing spending. But too often this means a focus on short-term metrics, like sales revenue, instead of longer-term efforts like brand building. To achieve their long-term strategic objectives, CMOs must work on building the business case with their
Should Companies Centralize Their Digital Activities? As A General Rule Yes, But With Some Significant Exceptions
Should all of your digital operations be located in one central location or do you need a local digital operations outpost in every country your company works in? For international firms, this is a critical decision, and each company has their own set of caveats: ownership structure, customer base, and
Conversational Marketing: The Idea Is To Meet Customers Where They Want, When They Want, And How They Want To Address Their Unique Needs
Technology continues to move forward, and new approaches to digital marketing evolve in parallel. While direct mail, billboards, television and radio ads still have their place, the changing digital landscape means small businesses need to keep up or lose potential customers to the competition. Conversational marketing has emerged as new
Reaching Gen Z: Platforms Where Brands Can Connect With Their Gen Z Audiences
“Even before Covid-19, Gen Z was eschewing traditional social media for “digital campfires,” more intimate online destinations where they private message or connect either in micro-communities or larger shared experiences. In 2020, activity on these platforms exploded, and digital campfires became a force defining not only how Gen Z audiences
Why AI Engineers Need To Understand The Contexts Of Their Technologies Are Being Developed
It is very, very easy for a well-intentioned AI practitioner to inadvertently do harm when they set out to do good – AI has the power to amplify unfair biases, making innate biases exponentially more harmful. Because AI often interacts with complex social systems, where correlation and causation might not
Why Brands Lose Their Way : The Dangers Of Inconsistent Branding
A brand is a constantly-evolving entity. Your brand strategy should not only highlight your company’s identity today, but how you plan to evolve in the future in the pursuit of your unique vision. Of course, just because your brand shouldn’t remain static, doesn’t mean that it should be constantly changing either. After all, the more your identity changes, the more confused your customers will become.
8 Entrepreneurs And Their Startups That Are Shaping Travel Tech
The economic shift towards collaborative consumption is transforming multiple industries, with travel being the vertical that is perhaps most profoundly affected. In 2018 alone, the short-term rental market alone was valued at $169 billion, driving the booming sharing economy forward and acting as a catalyst to an influx of travel technology solutions being introduced into the market –from alternative accommodation to new types of transport.
From Israel to SE Asia, the travel tech ecosystem is blossoming around the world, churning out disruptors that are revolutionizing all things travel. New takes on ride-sharing apps, flight trackers, and booking solutions are just a few of the ongoing metamorphosis of the travel industry.
Cybercriminals Have Your Business In Their Crosshairs And Your Employees Are In Cahoots With Them.
According to Cybersecurity Ventures, it’s projected to cost the world $6 trillion by 2021. Moreover, cybercriminals have found a sweet spot – small businesses.
