Most contact centres see service as a cost line and sales as a separate team. That separation leaves money on the table, good service is one of the cheapest sales channels a business has. Here are six ways to use service to lift sales and cut costs at the same time, including a real FMCG example where four query categories explained 70% of inbound.
Customer feedback only drives change if employees engage with it, and most rollouts skip the engagement work entirely. Here are eleven proven approaches to driving employee engagement in a customer feedback program, from strong change management through Employee NPS, customer champions and Vox Pop videos. Drawn from real rollouts where the engagement work decided whether NPS stuck.
A journey map sitting on a Confluence page generates no value. The point is using it to find and remove the customer pain points it surfaces. Here's how to use a journey map operationally, instrumented with transactional feedback, cross-referenced with complaints, and walked end-to-end as a customer, so the pain points get found and fixed instead of just documented.
After 8+ years of NPS implementations across many industries — plus contributions from some of the best-known voices in the customer feedback community — here are 41 practical best-practice tips. They apply to NPS, Customer Effort Score or any voice-of-the-customer program. Skim for the ones you're not already doing.
B2B teams default to assuming social media is for B2C, cute cats, brunches, viral B2C campaigns. The money's in business though, and every major platform has a business mode. Here's the definitive guide to B2B social media: which platforms suit which industries (LinkedIn, Facebook, YouTube, Twitter, Instagram), how to set objectives, and why posting regularly without valuable content does worse than not posting at all.
Lead prospecting and lead generation get used interchangeably, and they shouldn't, one's a marketing function, the other a sales function, and confusing them is why so many handovers fail. Here are seven practical lead prospecting approaches that every business can use, plus the three best practices that decide whether prospects convert into customers.