Customer service is being disrupted in the same way marketing has been disrupted. And for the same reasons: mobile, social, Millennials, and consumer behavior trends. But while there is a LOT of conversation about marketing disruption, there is in comparison very little chatter about customer service disruption. (You can help fix that. Please take 2…
When someone handed you a calculator for the first time, it meant that long division was never going to be required of you ever again. A huge savings in time, a decrease in the cognitive load of decision making. Now what? You can use that surplus to play video games and hang out. Or you…
via Wasting our technology surplus — Seth Godin’s Blog on marketing, tribes and respect
More than ever, we B2B marketers are held accountable for driving revenue–and proving that we are. If you’re struggling with measuring your content’s value, here are three sets of metrics to track–and tips on how you can track them. Read the full article at MarketingProfs
via How to Measure the Value of Your Content: Three Sets of Metrics — MarketingProfs Daily
Is the glass half full or half empty? The pessimist sees what’s present today and can only imagine eventual decline. The glass is already half empty and it’s only going to get worse. The optimist understands that there’s a difference between today and tomorrow. The glass is half full, with room for more. The vision…
Customers want good customer service, and don’t like being passed between channels On average, customers interact with four different channels when seeking customer service related enquiries from a business. The types of channels they use or expect to be able to use when contacting a business is changing too. Any marketer worth their salt knows that…
via New study highlights the need for a omnichannel customer service strategy — Smart Insights
Want to generate footfall or demand? Sometimes all it could take is a board saying “Access Restricted”.
via Access Restricted — Ideas, Riffs And (Some) Noise On All Things Marketing. Branded
Avoiding a problem with foresight and good design is a cheap, highly leveraged way to do your work. Extinguishing a problem before it gets expensive and difficult is almost as good, and far better than paying a premium when there’s an emergency. Fretting about an impending problem, worrying about it, imagining the implications of it……
via Problems — Seth Godin’s Blog on marketing, tribes and respect
Leaders need wisdom to know what to do and courage to do it. Insight without courage ends in decay. Courage without insight ends in catastrophe. The third competence: Insight and courage require competence to be useful. You may have insight and courage to face lions, but if you lack competence, the result is tragic. Application: […]
via The Three Competencies of Effective Leaders — Leadership Freak
There are a billion people trying to do something important for the first time. These people are connected by the net, posting, creating, daring to leap first. It’s hard, because the number of people racing with you to be original is huge. The numbers are so daunting that the chances that you will create something that…
via The originality paradox — Seth Godin’s Blog on marketing, tribes and respect
Customer experience is quickly overtaking price and product as the key brand differentiator. Make sure you’re not sabotaging customer experience. Read the full article at MarketingProfs
via Why Bad Customer Service Is Burning Your Bottom Line [Infographic] — MarketingProfs Daily
Growth by Colab 