We continue our topic Digital Transformation and Sales Performance Management. in this part of our interview series, our expert Mario Pufahl, CSO at ec4u, talks about the role of employees when it comes to the digital transformation.
Customer Service – more than just a call center
Customer service and/or support is one of the staples of a positive customer experience. But many companies usually rather react than act proactively and therefore lose customers who don’t want to be stuck in a call center-holding pattern.
The ec4u blog informs
– How new business models can reduce customer choice and diminish the experience despite innovation.
– Find out what churn rates tell you about your customer’s journey, their obstacles and how you can minimize them.
– How to ease the need for customer service by optimizing the experience (and workflows).
Our consulting experts can help you to create a customer journey that gives your customers a positive experience throughout all buying phases. Find out where your customers need service, where they (and you) profit from self-service options and establish a service management that learns from your (and your customer’s) mistakes.
And now: enjoy our blog!
Which trends had an impact on marketing, sales and service circles and touched customer journey management as well as digitalization? And which trend could be a force to be reckoned with this year? Our experts across different business units, teams and fields of expertise opened up about the big trends of 2017 and what’s to […]
What do you do if one half of your customers still uses the fax machine and the other prefers doing business only via their smartphone? More and more studies prove that old and young generations have different demands for a perfect customer journey – but how should companies accommodate both?
A while ago, a German „Marketing expert“ embarrassed himself by writing about his secret trick to gain more followers on Facebook. His solution: simply buy a few hundred thousand followers, after all, they hardly cost anything.
A new study by the consulting firm Price Waterhouse Cooper shows that CEOs in the telecommunications industry are optimistic. However, for their future plans what fields should be optimized and worked on, customer experience plays a surprisingly small role.
Social Media is one of the most popular marketing tools of the digital customer journey. Furthermore, to run a social media channel, you don’t need a big budget. So why not use it for more than just marketing?
We often hear that the classic “brand awareness” is history and that modern companies should focus on the customer rather than the product. But is that right?
Whether you do your weekly grocery shopping or go on the daily hunt for fresh fruit and vegetables, or simply need a beverage for a trip – eventually, everyone ends up in the supermarket queue. And the only thing to do there is: waiting.
Not every newly acquired customer remains loyal to your company forever, but even from a loss of customers we can learn a lot. Churn Management gives you the means to not only understand why customers leave you but also how to prevent future churns.