Connect the Dots,
To See A Picture Marketing departments invests heavily in market research to identify “the next bestseller”, only to realise that their best discovery came from the staff suggestion box or customer feedback. Cost to your organisation:
- Poor returns on investment;
- Loss of time to market, revenue and potential market leadership
You think:
“Our staff are employed to do what they are supposed to do in their department. How will they know what other departments are doing?”;
“If we monitor what every employee knows, or what every customer wants, it is going to cost us a lot more than the gain we can get” We think:
“We agree that it will be costly to collect and test every idea from employees or customers.
But we have a cost effective solution that will increase your innovation success rates by building "non-technology"-based channels to connect ideas seamlessly across departments.
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Improve Call Centre Returns on Investment (ROI) Through Better Customer Satisfaction Call Centres are increasingly deployed as a customer contact point for sales, marketing and customer support. Within this environment, adaptability to change is a competitive advantage to earning customer satisfaction. This is a challenge to many as these changes take place rapidly from representative/customer interactions, customer dynamics, changes in sales and marketing campaign details, and change in the technology support to facilitate the transaction. Cost to your organisation:
- Poor returns on investment;
- Loss of customer loyalty;
- Poor customer experience;
- Challenges in ensuring a consistent sales and marketing campaign.
You think:
“Changes happen all the time, even at the management level."
"We have processes and technology to ensure that the information provided is accurate to the second and that the systems used by the representatives are updated with the information."
"We have our customer satisfaction teams monitoring the situation."
"Training? Our representatives already work 8 hour shifts and we cannot afford the over-time to send them for training." We think: “Let’s take a step back and look at the bigger picture!
Do your representatives really need more training? Or is there a paradigm shift needed in the approach to increase customer satisfaction?
Our take is that it is knowledge, not information, that is key to customer satisfaction! If you can create this competence in your Contact Centre, you can be assured of improved customer satisfaction and ROI.”
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