The new frontier of mobile and social is a game changer, opening new channels in which consumers and brands can interact. This whitepaper details the results of a survey spanning consumers in the US, UK, Singapore and Australia, exploring their expectations of using mobile devices and social media to engage with brands. The results confirm that consumers live across various channels, and as part of their experience there is an expectation of consistency, value and individualised attention. Read more to learn who you’re talking to, what to say and where to say it.
Apple saves $5 million a year on case and email deflection, while its agents find information 47 per cent faster than before they invested in something called Transformational Knowledge. In today’s consumer-empowered marketplace, you cannot afford negative customer experiences. However many companies lack the tools and processes required to empower their employees to deliver great customer experiences. In this whitepaper, we look at how to breakdown silos and deliver great customer experiences.
More than 75 per cent of consumers have posted damaging comment on social media following a negative customer experience. Yet a whopping 70 per cent of companies have little understanding of the social media conversations featuring their brand. This whitepaper looks at how to deliver your brand promise, retain customers and increase their lifetime value with new service channels.
In 2012, Queensland Teachers Mutual Bank undertook 'Staffroom for Improvement', an annual campaign focused on building the bank's reputation and customer engagement. In this case study, we look at the lessons learnt and how their co-ordination of existing channels lead to greater customer insight. Click to download!
No one doubts that today's customers rely on information from many sources and engage with each other to discuss a brand - often long before a brand has any contact with them. In this environment, the challenge for marketers becomes how to engage effectively with customers across channels in a seamless, conversational way. In this whitepaper, we look at proven tips that deliver deep customer engagement.
With social media increasingly becoming an integral component to any communications strategy, companies are increasingly looking at quantifying a user’s interaction with their product. In this whitepaper, we look at how a company-wide approach can focus on how to personalise the user’s experience and protect customer loyalty. Download to find out more.
The commoditisation of the cloud, widespread adoption of mobile devices as replacements for computers, and the growth of Bring Your Own Device (BYOD) in the enterprise give rise to a security landscape that is significantly different than what IT departments have traditionally encountered. Learn more as thought leaders identify key trends & top IT security drivers for the year ahead.
Bringing your own device to work — BYOD — is not something that an enterprise’s IT organisation has to plan for in the future. The truth about BYOD is that in most organisations, it’s not an emerging trend — it’s already been happening for quite some time. Read this report now to learn about how Australian IT Executives and business leaders are using mobility to generate value within their businesses.
Over 9.5 million people in Australia now use Facebook. The main purpose may be social, however the tool offers real opportunity for today’s businesses. Conversely, social media usage at the workplace can either dent productivity or reveal a competitive edge. Download to investigate the pros and cons of employee use of this tool.
Social networking has revolutionised the way in which companies communicate with potential
customers and suppliers. However, the use of social-networking tools by a company and its
employees gives rise to a number of risks of which businesses should be aware. Read more.
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