Skybridge

MAY 7, 2021

You’ve heard it before, customer service is marketing. Even as sales and marketing have doubled down on intentionally crafting experiences, service has often remained reactive, often viewed as a cost center, and historically adopted new technologies to serve customers at scale, trading efficiencies for experiences.

Customer Care 52

Customer Care Brand ambassadors Sales Marketing 52

Skybridge

OCTOBER 13, 2020

As Marketing Week says the Coronavirus outbreak ‘pushed customers to the brink financially, physically and mentally’. The status quo is not the route to market leadership. Research by Marketing Week and Econsultancy found that over half of marketers (53%) said that the pandemic had caused ‘radical’ or ‘significant’ changes to journeys.

Customer Care 52

Customer Care Customer centricity Marketing Analytics 52

Skybridge

MARCH 4, 2021

Many brands have risen to the past year’s market challenges with admirable agility. Customer service done the right way really means customer retention, marketing, opportunities for up-sells and cross-sells, and other revenue-generating outcomes. Senior Vice President, Sales and Marketing. Skybridge Americas.

Customer Care 52

Customer Care B2C B2B Customer retention 52

Skybridge

MARCH 1, 2021

The marketing and CX strategies that seemed spot on just twelve months ago now may be woefully out of sync with the market. Senior Vice President, Sales and Marketing. After a year of upheaval, unpredictability, and astonishing shifts in consumer behavior, 2021 is shaping up to be the year of rethinking and recalibration.

Customer Care 52

Customer Care Interactive Voice Response Feedback Coaching 52

Skybridge

MARCH 31, 2022

Recently, I came across an article by Peter Dooley about the various ways that marketing insights are gathered. I don’t know your number. But I have a good guess it’s not small.

Contact Center 52

Contact Center Surveys Marketing Personalization 52

Skybridge

APRIL 15, 2020

Who are you in your market, what role do you play in your ecosystem, and who are your main competitors? Will you be bankrupt, or can you emerge as a market leader fueled by developments during the lockdown? Senior Vice President, Sales and Marketing. You must also understand where you are headed. Can you regain lost ground?

At home agents 52

At home agents Call Center Customer Care Marketing 52

Skybridge

MARCH 12, 2021

These targets should sit in-line with both what is appropriate in the current market and the organization’s overall strategy. Senior Vice President, Sales and Marketing. Skybridge Americas. bmatthews@skybridgeamericas.com. Find out how Skybridge Americas can help you delight your customers and grow your business.

Customer Care 52

Customer Care Customer retention Marketing Sales 52

Skybridge

DECEMBER 14, 2020

Markets continue to be affected by unprecedented challenges and uncertainty, making it critical that businesses not only win back customers but generate new growth opportunities. This is where building a customer experience journey map that supports a lower cost to serve as well as savings to invest in new initiatives and/or markets can help.

Journey mapping 52

Journey mapping Banking Customer Care Marketing 52

Skybridge

DECEMBER 21, 2020

After his death, entrepreneurs, marketers and others said his insights had influenced them to adopt similar practices or change the way they approach customers. Senior Vice President, Sales and Marketing. Put the Service First. Mr. Hsieh saw the Zappos product as a service, not something physical, observers said. Skybridge Americas.

Customer Care 52

Customer Care Advertising Scripts Sales 52

Skybridge

JANUARY 7, 2021

In a recent article, the Forbes Communication Council spoke with 14 marketing and loyalty experts to ask their best advice for building brand loyalty and strengthening customer relationships going into next year. Senior Vice President, Sales and Marketing. It imbues trust, especially in new client relationships. Skybridge Americas.

Customer Care 52

Customer Care Sales Marketing Personalization 52

Skybridge

SEPTEMBER 16, 2020

Senior Vice President, Sales and Marketing. If you would like to know how we can help you, please reach out. We would love to talk! READ the entire article here > -Bobby Matthews. Skybridge Americas. bmatthews@skybridgeamericas.com. Find out how Skybridge Americas can help you delight your customers and grow your business.

Customer Service 52

Customer Service Customer Care Sales Marketing 52

Skybridge

SEPTEMBER 22, 2020

And it’s no longer possible for any brand to achieve that if their customer care operation is out-of-sync with the vision, marketing strategy, and all other messaging. Senior Vice President, Sales and Marketing. You can read his article below. READ the entire article here > -Bobby Matthews. Skybridge Americas.

Customer centricity 52

Customer centricity Customer Care Marketing Customer Experience 52

Skybridge

MARCH 30, 2020

At every company…all the call-center folks are getting an email from the CEO saying, ’What’s the plan if I have to vacate’” workers from the office, said Pat Gibbons, marketing chief for customer-service consulting firm Walker Information Inc. Senior Vice President, Sales and Marketing. So far, human contact is in short supply.

Call Center 59

Call Center Airlines Customer Service Wait times 59

Skybridge

DECEMBER 21, 2020

That’s just one example offered up by writer Tara Kelly, in her recent article for Marketing Technology Insights. While the focus of her “5 Customer Experience Trends to Watch” is primarily on marketing, the implications for customer care are profound. Senior Vice President, Sales and Marketing. You can read more, below.

Customer Care 52

Customer Care Marketing Technology Customer Experience 52

Skybridge

NOVEMBER 2, 2020

But it’s a market full of consumers who want different things at different times through various channels. Senior Vice President, Sales and Marketing. In today’s world, companies place great importance on meeting customer expectations. What do customers actually want? What do customers expect from your customer support?

Surveys 52

Surveys Customer Support Customer Care Marketing 52

Skybridge

AUGUST 24, 2022

It takes a strong partnership across marketing, IT, and customer care to build highly personalized marketing campaigns and contact center solutions that keep customers coming back. The need to feel known and recognized as an individual The bonds between a customer and their favorite brands are personal ones.

Average Handle Time 52

Average Handle Time Customer Care contact center solutions Scripts 52

Skybridge

OCTOBER 5, 2020

Nothing could be more essential in today’s world, a world where customer experience is giving traditional marketing a run for the money as the most effective way to win and retain customers. Senior Vice President, Sales and Marketing. But starting off on the right footing isn’t enough. That wasn’t that difficult. Skybridge Americas.

industry standards 52

industry standards Customer Care Customer centricity Coaching 52

Skybridge

JULY 31, 2020

Generally speaking, marketers have focused much of their energy and time on managing price, since upping the price can immediately increase profits. Senior Vice President, Sales and Marketing. We all know that is easier said than done. Let’s begin by taking a look at how customers evaluate value. How Customers Determine Value.

Customer centricity 52

Customer centricity Customer Care Marketing Sales 52

Skybridge

AUGUST 27, 2020

Kelly Ungerman, a senior partner with McKinsey & Company, identifies these shifts in behavior and other key findings from their ongoing consumer sentiment studies and points to 4 critical customer experience practices that can help brands “meet customers where they are” and thrive in a post-COVID market. Skybridge Americas.

Customer Care 52

Customer Care Metrics Surveys Marketing 52

Skybridge

APRIL 29, 2020

External challenges, like weather events or labor market issues are another. Senior Vice President, Sales and Marketing. Because it was probably geared toward a set of potential crises that are now, in hindsight, stunningly narrow in their scope. Internal catastrophes, like product failures or leadership challenges are one thing.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Skybridge

APRIL 29, 2020

External challenges, like weather events or labor market issues are another. Senior Vice President, Sales and Marketing. Because it was probably geared toward a set of potential crises that are now, in hindsight, stunningly narrow in their scope. Internal catastrophes, like product failures or leadership challenges are one thing.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Skybridge

MARCH 23, 2021

Now, rather than compiling a marketing campaign and sending it out to the second group, they worked with the tellers in their branch network and modified their systems to alert the tellers to offer the 3rd product as a ‘next best option’ to the second group of customers when they next came into a branch. Skybridge Americas.

Best practices 52

Best practices Banking Consulting Consulting 52

Skybridge

AUGUST 25, 2020

Work with your customer care and marketing leadership to develop a survey that warmly says you value your customers and care about how well you’re serving them. Senior Vice President, Sales and Marketing. Keep your questions brief and focused on what you most need to know. Listen to Your Agents and Your Supervisors. Bobby Matthews.

Customer Care 52

Customer Care outsourcing Call Center Coaching 52

Skybridge

JUNE 8, 2020

To do that Marti Beller, president of Kobie, a global leader in loyalty marketing, believes that, “Organizations should prepare for a return to ‘normal’ far before it actually happens, such as adapting to current circumstances like customer needs and evolving consumer behaviors.” Read the entire article here > .

Customer Experience 52

Customer Experience Customer Care Call Center Marketing 52

Skybridge

JUNE 3, 2020

To keep up market demands and rebuild robust, positive CX, Rimer suggests that customer-centric organizations will now need to “relearn the shifting needs of their customers.”. Senior Vice President, Sales and Marketing. Needs, expectations, even values are shifting. Read the entire article here > . Bobby Matthews.

B2B 52

B2B Customer centricity Surveys Best practices 52

Skybridge

JUNE 1, 2020

When you neglect to ask, you’re not just missing the opportunity to gather important market intelligence, you’re sending a powerfully negative message to your agents: that you’re not interested in their observations or opinions. Senior Vice President, Sales and Marketing. We would love to talk! Bobby Matthews. Skybridge Americas.

Customer Care 52

Customer Care At home agents Call Center Education 52

Skybridge

JANUARY 5, 2021

stock market that was the worst since 1987, the Covid-19 pandemic and a contentious U.S. Senior Vice President, Sales and Marketing. We would love to talk! Navigating The Emerging Business Trends Of The Next Decade. By Jason Edelboim. Between the United Kingdom officially leaving the European Union, a drop in the U.S.

Customer Experience 52

Customer Experience Real estate Healthcare Customer Care 52

Skybridge

AUGUST 10, 2020

pollution patterns), or more broadly in terms of trends that could affect the market (e.g., Senior Vice President, Sales and Marketing. The PESTLE framework helps identify relevant trends both internally and externally. For example, environmental trends in healthcare could be interpreted literally (e.g., aging populations in Europe).

Customer Care 52

Customer Care Healthcare Contact Center outsourcing 52

Skybridge

MAY 18, 2020

Eric Morrison, the market president of Providence Bank, one of the financial institutions I’ve banked with for a while, made a point to be available for questions and walk us through processes we weren’t familiar with. Senior Vice President, Sales and Marketing. Pandemic or not, that’s not how you build a lasting relationship.

Customer Care 52

Customer Care outsourcing Banking Best practices 52

Skybridge

MAY 18, 2020

Eric Morrison, the market president of Providence Bank, one of the financial institutions I’ve banked with for a while, made a point to be available for questions and walk us through processes we weren’t familiar with. Senior Vice President, Sales and Marketing. Pandemic or not, that’s not how you build a lasting relationship.

Customer Care 52

Customer Care outsourcing Banking Best practices 52

Skybridge

OCTOBER 15, 2020

In a year that has forced so many brands to rethink plans, revisit marketing strategies, and revise budgets, it helps to step back, take a breath, and check the landscape from somewhere above the tree line. Instead of taking your market for granted, identify new ways to make a enduring difference for people. #2: Not always easy.

Transportation 40

Transportation Automotive Airlines Marketing 40

Skybridge

APRIL 19, 2021

Once your marketing and sales teams design a data-driven interaction strategy, take a critical look at it through the eyes of your customers. Senior Vice President, Sales and Marketing. Does your system address response time, convey congeniality, offer convenience, and set realistic customer expectations? Skybridge Americas.

Customer centricity 52

Customer centricity Customer Care Sales Consulting 52

Skybridge

MARCH 9, 2021

These companies proactively anticipate and adapt to evolving customer needs and are market-oriented. Senior Vice President, Sales and Marketing. Tesla is a great example — partly because of its product innovation, but also because of its service experience. Read the complete article here > -Bobby Matthews. Skybridge Americas.

Customer centricity 52

Customer centricity Contact Center Call center experience Consulting 52

Skybridge

APRIL 24, 2020

There is no playbook for our current market dynamics, and the CO19 virus is an impetus to reimagine, reinvent, and reinvigorate the next version of your business model. Read the entire article here > Senior Vice President, Sales and Marketing. Skybridge Americas. bmatthews@skybridgeamericas.com.

At home agents 52

At home agents Customer Care Government Call Center 52

Skybridge

APRIL 24, 2020

There is no playbook for our current market dynamics, and the CO19 virus is an impetus to reimagine, reinvent, and reinvigorate the next version of your business model. Read the entire article here > Senior Vice President, Sales and Marketing. Skybridge Americas. bmatthews@skybridgeamericas.com.

At home agents 52

At home agents Customer Care Government Call Center 52

Skybridge

JUNE 7, 2022

Success will demand some serious re-engineering of old hiring models and a clear senior leadership commitment to adapting as the marketplace – and the labor market – continue to shift. Today, it’s simply not enough to fare a little better than most contact centers at agent retention.

Contact Center 59

Contact Center Government Healthcare Customer Care 59

Skybridge

MAY 3, 2021

Senior Vice President, Sales and Marketing. In her career, she has been involved in several different sectors, including … Read the complete article here > -Bobby Matthews. Skybridge Americas. bmatthews@skybridgeamericas.com. Find out how Skybridge Americas can help you delight your customers and grow your business.

Finance 52

Finance Education Accountability Customer Care 52