Because the first interactions a customer has with your company come through exposure to branded content (in print publications, advertisements, websites, or emailed offers/articles), this is often a great place to focus budgets to provide value early on in your relationship and in an ongoing basis as your relationship continues to develop. Recently I came across an article on the correlation between content and Net Promoter Scores that I found interesting. The article drew conclusions by focusing on the behaviors of market leaders like Aon Corporation, Virgin, Microsoft, Career Builder, USAA, IBM, Accenture and more. Here are some of the highlights:
The article can be boiled down to this message: the more value you can provide through sharing content with customers, the more likely they are to become your promoter. So create great, highly-relevant content to your customers and watch the number of promoters (as well as your market share) increase.
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more
Video conferencing is quickly becoming one of the most important communication channels for both small and big businesses. As more businesses turn to this technology, expectations about the experience are also rising. It’s not enough to just offer video conferencing as a communication method. You also need to meet minimum audio and visual standards, and there’s even proper etiquette to consider. more