Buyer Personas: How to Create this Critical Business Asset
With deference to George Harrison’s classic song lyric… “If you don’t know your customer’s persona, any customer experience will take you there. Without a clear
With deference to George Harrison’s classic song lyric… “If you don’t know your customer’s persona, any customer experience will take you there. Without a clear
Designing your business so that all of your customers are always 100% satisfied is a nice idea but not realistic. So at some point you
Amy Scott sent me through her Christmas article and I liked it so much I asked her if I could publish it on the blog.
We’ve all heard the stories of famously customer focused organisations where staff have gone wildly above and beyond customer expectations to create raving fans. At
We all hear about the bad customer service experiences that our friends have had but for once I wanted to relate a good story and
There is no shortage of data on the interwebs but much of it is not worth reading. The trick is to find the information written
If you have a social media bone in your body you will know about the hack over at Buffer. You may also have seen or experienced
Although it may seem like a difficult question to answer, this is actually an interesting question because there’s really two responses.
I don’t want to sound as though I am preaching to the converted here as I know how difficult it can be to constantly be
The campaign strategy has been set and the offer created. All that needs to be done now is the selection and loading of the call
What if your Contact Centre and Customer Service Departments generated marketing ideas and increased sales through plain old good service, while still reducing costs? Impossible
Tried and tested to provide real solutions to real problems for Contact Centres resourcing needs.
As a great Direct Marketing (DM) professional, you no doubt know your Return on Investment (ROI) attributes, metrics and calculations backwards. However, there always seems
“Your customer is your most powerful asset” according to Harvard Business School Professor Frances Frei. Yet, how many organisations actually manage and monitor their customers
CEOs and CFOs like numbers; mostly profitability numbers but revenue and return on investment also catch their eye. So, if you can’t speak their language
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