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.
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.
This paper will discuss strategies for controlling a broad range of recreational Internet traffic such
as instant messaging, P2P file downloads and social networking activities that can significantly
slow business applications and impact employee productivity. By implementing a solution to
effectively detect, classify and control recreational traffic, including encrypted P2P traffic designed
to slip past corporate firewalls, organisations can improve employee productivity, accelerate
application response times, reclaim bandwidth for business-critical applications and defer costly
bandwidth upgrades. Read this whitepaper.
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.
Social media may have changed the way we do business, but the rules of engagement are still the same. Dynamic business environments call for flexibility. Context is everything when it comes to deciding what information needs to be blocked or controlled, and when. Read this whitepaper.
Social networks and collaborative technologies are now commonplace in many workplaces. Having
first been used “on the quiet” by highly-networked employees, in increasing numbers they are now being proactively used by businesses keen to connect more effectively with their internal and external audiences. Web collaboration is now viewed as critical to company success and as having multiple benefits and applications to the business. Read on.
Connect. Share. Work?
Facebook isn’t just a social networking tool. It’s a social phenomenon which poses a real dilemma for businesses. Allow employees access…and risk opening a potential Pandora’s box of problems? Go for a blanket ban…and lose a valuable channel of communication and collaboration? Opt for a compromise, with use permitted but limited in some way? This White Paper weighs up Facebook’s pros and cons, and shows how to keep your company safe – whatever policy you choose to implement.
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