A cursory glance through trip advisor and you commonly see two types of review; the bad and the brilliant. The plain old good – not so much. Why is this? People tend to review products or services with passion, and if they don't have strong feelings about something, they are not inclined to … [Read more...]
CRM horror stories and how to avoid becoming part of the 75% failure sequel
Once upon a time (or in the late 80s to be specific), someone invented the CRM system. Back then, it was referred to as ‘database marketing’ and although countless organisations jumped on board to start collating data, they simply hadn’t the resources to retrieve any actual conclusions from it or … [Read more...]
Tips for Managing your Clientele during the Winter Holidays
The importance of good communication with clients is key, and a big secret in the corporate world is that the lifeblood of any business is client relationship management (CRM). Sometimes keeping open lines of communication with clients can be tricky, however. As the winter holidays approach, it can … [Read more...]
Anti Social Behavior, Again – The results of our 2013 email responsiveness research
Hey Null! It’s time for the results of our 2013 annual email responsiveness survey. You know, where we see if corporations will actually answer one dopey question from one dopey customer. You know—like thanks for being such a loyal email subscriber. Perhaps I started this off with an attitude. … [Read more...]
Customer Service, Customer Experience, Customer-Centricity: Just Fluff?
Is Customer Experience just fluff? Is all this talk of customer service, customer-centricity and customer experience merely fluff? That is the question that someone put to me recently. Allow me to answer that question from a practical perspective – lived experience at the coal face. Imagine you … [Read more...]
