Member Since: 7th Jan 2014
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.
My discussion replies
12th Jun 2018
You can access our contact centre guide here for more information about the major concerns managers currently face: https://www.mycustomer.com/resources/the-definitive-guide-to-the-contact...
Generally the major challenges for contact centre managers are around a combination of more 'traditional' concerns - employee churn, cost pressure, reducing the path to query resolution; and concerns around technology and automation - how to introduce artificial intelligence, reduce friction, automate different parts of the engagement journey, etc.
21st Mar 2017
Quite a few members of our audience have highlighted how useful this exercise is, in terms of imagining customer journeys in a tangible way:
21st Mar 2017
Also. on the topic of innovation in the complaint handling process I'd highly recommend reading this piece honing in on some of the ways companies are putting their hands up and apologising to customers when something goes wrong:
21st Mar 2017
There is also an excellent blog post from Lori Wagoner about how to use data through the customer journey and as part of the complaint handling process:
21st Mar 2017
We have reams of content on this topic on MyCustomer.com, so thanks for bringing your question to the table!
The first thing I'd say is that, increasingly we've seen data being used as a 'proactive' tool for complaint handling. Spotting a problem before a customer does, and alerting them in advance that the issue at hand is being rectified.
Here's an article from Adrian Swinscoe outlining some of the developments in proactive customer service:
26th May 2016
Great question Andrea.
I have a few questions in return:
- How specific has your manager been about the format of your newsletter?
- Have you done any testing to prove your customer base is unengaged?
- How regularly do you produce content that would tie in with a monthly newsletter?
I think the key is to establish what your likely open and click rate is. If it's initially lower than industry standard, you can test different methods and newsletter designs to see what resonates and what doesn't. If it's initially higher than expected, you'll be able to work form this template.
We have plenty of content to help you out further here:
This article will give you a flavour of what click-through rates are for email newsletters:
18th Mar 2015
Some great quotes from our September 2014 personalisation guide, about the basic premise of bringing back the 'personal service' within a digital context:
“With the introduction of the internet, and subsequently the ability to track customers’ activity, brands now have the means to bring back this personal experience” - Julie Hesselgrove, group president at Xerox Communication and Marketing Services
“The way we shop and make decisions has changed. Brands can either engage in a price war to win customers, or they can deploy intelligent marketing and services – and this is where personalisation comes in” - Graeme Collins, head of marketing, EMEA at RichRelevance
1st Dec 2014
Especially useful if you're able to train online. Make sure you get some feedback from alumni before choosing a course like this, however.
11th Sep 2014
I haven't seen this course before, however, on first view it seems to have some great content and some excellent expert advice.
There are a plethora of marketing qualifications out there you could choose from, however, a couple of recommendations might be:
The Institute of Direct and Digital Marketing: http://www.theidm.com/marketing-training/
The Digital Marketing Institute (a number of professional diplomas to choose from): http://digitalmarketinginstitute.com/uk/
Good luck with the search.