Handling more and more customer service problems over e-mail? As the COVID-19 pandemic continues to rear its ugly head, a lot of customer service remains in the digital sphere. And with children at home and adults trying to operate under the same roof all day long, it can be hard for a customer to pick […]
Key performance indicators (KPIs) can be an immense source of stress for customer care or marketing teams. After all, they’re numbers and tracking and data—things many creative people tend to run from. They can also drag teams down into the mud. Instead of focusing on serving customers well, employees become overly focused on hitting metrics […]
As firms decouple data from the technologies in which they operate, the omnichannel strategy is evolving. Here’s what your firm needs to consider when developing this type of strategy.
As customer experience metrics have become a core part of marketing teams’ data strategies, new methods are evolving to make it easier to track these metrics.
If you aren’t already podcasting, these numbers might change your mind.