The Next Big Secret In Customer Experience Marketing

Thursday, May 4, 2017 Customer Experience

customer experience marketing

“First it works and then it doesn’t.” I really like the way growth hacker Andrew Chen explains a marketing phenomenon that he somewhat facetiously calls “the law of shitty clickthroughs” . You may prefer to call it a law of diminishing returns. The idea is simple. Your marketing team has identified a couple of very […]

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You Don’t Buy Based On ROI

Monday, April 24, 2017 Costs and Measurement


First, a quick haiku:   Show me ROI. “Stakeholders” love to say it. It’s only Tuesday?   “ROI” is the thing in most companies, and that makes sense. Many companies are still run on cost-cutting measures almost exclusively, and in such an environment, any investment needs to have significant return to make logical sense to […]

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Optimizing The Outbound Call Center

outbound call center

We all probably inherently know that an outbound call center — one typically focused on sales — is not usually going to be a stellar place to work. It’s all about numbers, and stress, and KPIs, and carrots and sticks. Buzzfeed, which doesn’t wade into the world of work that often, even has an article […]

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The Secret Places That Your Call Center Turnover Costs Are Hiding

Thursday, April 20, 2017 Employee Turnover, Costs and Measurement

call center turnover

Let me guess. You think your call center turnover costs are not that bad. You walk around your call center every day going, “3k per person that walks out the door? Could be worse. It’s not really killing our bottom line.” Well, it is. The number most call center executives use is a figure based […]

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Since When Did Call Centers Drive Revenue Growth?

Wednesday, April 19, 2017 Employee Engagement, Costs and Measurement

revenue growth

Weird business time we live in, to some extent: if you have revenue growth (or user base growth) but you lose money, you can still be a darling of investors. The examples are everywhere: Amazon essentially wasn’t profitable for 20 years. Wall Street still loved it. Uber lost about $1.2 billion in the first half […]

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Designed To Fail: Organizational Structure Torpedoes Successful Customer Experience

Tuesday, April 18, 2017 Costs and Measurement, Customer Experience

successful customer experience

Given that successful customer experience is a key driver of who succeeds in the marketplace, almost every corporation is designed to fail. The problem looks like this: Your employees drive a great deal of successful customer experience. And this is especially true of the employees who interact with your customers, particularly those who interact with […]

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