It’s common knowledge that it’s less expensive to keep existing customers than it is to acquire new ones. When you take the time to measure customer lifetime value, you realize…
When you think of call centers, do you think of a dark, chaotic room in another country full of people wearing headsets, drinking coffee, and reading (poorly) from the printed…
Despite the fact people need financial institutions to navigate most other aspects of everyday life, banks and financial institutions still need to implement lead generation strategies that distinguish them from…
Compliance complicates business processes, to say the least, but it’s essential to maintaining your brand reputation. So how does a bank, hospital, or business owner navigate the labyrinth effectively and…
In our last post we talked about what customer experience mapping is. Now we take it a step further by laying out what should be included on your customer journey…
Customer experience mapping (also known as customer journey mapping) is an exercise companies use to discover and remedy trouble spots customers encounter in their interactions with a company or a…
Mobile devices, constant access to the Internet and customer review sites are changing the way businesses work with customers and handle direct marketing. Whereas before your call center agents memorized…
Putting together a fresh, dynamic marketing strategy starts with market research. You want to find out everything you can about potential customers: what they want, what they buy, how they…
Better business isn’t just about finding new customers, although that is definitely the first step. The next step, however, and the ultimate goal, is to keep customers coming back for…
If “leadership culture” sounds like one of those buzzwords that have recently sprung up in the business world, think again. It is an important concept that has a big impact…
