CRC Section: 7 Mistakes Made on Comcast’s Customer Service Call from Hell

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Whenever a customer complains about a customer service experience, businesses—and occasionally other customers—immediately seek to shift the blame to the customer.  Hoping to discredit the allegations, businesses attempt to spotlight the customer’s role in creating the contentious, unproductive call.  Customers, not the business or its agents, are the true driver of frustrating service experiences.

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Trends Section: The 2014 State of Digital Transformation thro’ Nishad

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Digital transformation doesn’t just mean increasing digital investments. It means thinking and acting “digital first.”

Additional challenges facing digital transformation specific to Digital Customer Exp (DCX) include…

– Thinking beyond a campaign mentality (59%)

– Cross-functional collaboration (56%)

– Resources (56%)

– Understanding digital customer behavior (53%)

– Securing executive support (42%)

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Retail Section: The future of retail relies on smart data thro’ Nishad

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Technology is transforming not just the way we shop, but also the way we live our lives. More than ever, we are ‘always on’. In
our multichannel world, consumers are surrounded by thousands of marketing messages a day. The trick is to deliver value to
customers by using insight to make the media they experience more relevant and more personal. As customers increasingly
switch between channels in ways that suit them, retailers must keep up and not be siloed in their thinking or their activity.

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Digital Section:Inside Google’s World Cup Real-Time Marketing Experiment With Nike thro Ankit Srivastava

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For example, on June 23, during a match between Brazil and Cameroon, Nike pumped out an ad featuring Brazil’s star, Neymar da Silva Santos Júnior, who scored two goals that day (he was eventually hurt during the tournament). Within seconds, an ad featuring the star was featured throughout the Google Display Network, pushing it out to thousands of sites and mobile apps across the web, the search giant says.

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Analytics section: How Big Data Brings Marketing and Finance Together thro’ Ankit Srivastava

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Relationship between marketing, finance and analytics is taking place across many sectors – from manufacturing and retail, to financial services, travel and entertainment, pharmaceuticals and toys.

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HR Section:Stop ruining the confidence of your new joiners! thro’ Arpita

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Line managers need to provide frequent and concise feedback to their employees. All we are asking for is a ten seconds check-in from our supervisors. And it doesn’t need to be face-to-face. You can do it as well by e-mail or text.  A simple ‘good job’ through any of those channels could do!

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HR Section: Managers who create engaged employees

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Great managers have the following talents:

– They know what motivates each employee and take the time to engage them;

– They are assertive and drive outcomes toward a compelling vision and mission;

– They have the ability to overcome adversity and maintain an optimistic outlook;

– They make employees responsible and create a culture of accountability;

– They cultivate a relationship of trust and transparency;

– They make critical decisions based on objective criteria, not based on politics;

– They focus on constructively coaching staff rather than controlling and appriasing them.

 

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