In the past, company leaders were focused first and foremost on the development of innovative products and operational excellence.
Today, customer satisfaction is the absolute number one priority – a point confirmed by almost every recent survey of top managers, with 89% of company leaders now seeing customer experience as their biggest differentiator.
Here, customer expert, Prof. Steven Van Belleghem explains why every business leader should view the customer relationship as the key to their future business success.
Digital marketing never stays static, and 2018 is going to be no exception.
As a small business owner, or the person responsible for marketing in a small organisation, what do you need to know at the start of this year to stay ahead of your competition?
We asked Tim Butler, founder of Innovation Visual, to reveal the key digital marketing trends that every business owner will need to get to grips with in 2018. (more…)
Customer service is accelerating towards ever greater automation. In some sectors we’re already seeing chatbots and virtual assistants transforming the customer experience.
But at what point do the cost efficiencies that technology provide become less compelling, and can the human touch ever be fully replicated or replaced?
We asked Chris Cullen, head of sales and marketing at outsourced customer contact specialist, Echo Managed Services, to assess the changing consumer communication landscape and to explain how businesses can incorporate new solutions alongside traditional methods of customer contact. (more…)