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“Is your plan on track?”
Do you know the answer to this question?…or are you a bit like a rabbit caught in a car’s headlights! Having asked this question of owner managers of both new and established businesses on many occasions, it appears that Pareto’s (80:20) rule still applies. Most either have no idea or make up something on the spur of the moment.
So, why do so many businesses fail to have formal business planning processes that |
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Is 2010 the year to increase your response rates? Marketing your business will require you to seriously think about all of the marketing campaigns and marketing funds that you have spent money on in the past year, only to improve the year ahead. 2010 should be a year where you set strict boundaries and only use those marketing activities that you know will guarantee you the response rate. Unlike other areas of your business, marketing is the one which is seen as a money spender and not a money maker. 2010 is the year to change that and whilst you will still be spending money you will be spending it with the intention of making money. |
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E-mail is an established, and often preferred, communication channel among consumers that, when managed effectively, can lead to increased customer satisfaction, improved agent efficiency and reduced operational costs. Here we outline how to provide an exceptional e-mail customer service experience.
Over the last decade, e-mail has not only evolved into an entrenched medium for personal and business communications, it has also been widely adopted as a channel for customer service and support.
However, while the cost-effectiveness of e-mail offers an attractive option for companies looking to manage an increasingly demanding customer base, it does put the onus firmly on the organisation to deliver an exceptional service via this channel.
There is a vast array of best practices, strategies and techniques that customer service and marketing teams need to take into account when looking to optimise their e-mail management. However, these can be distilled into a number of key principles. |
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