NPS® (Net Promoter Score) and CES (Customer Effort Score) are amongst the most popular indicators for measuring the customer experience. Many organisations have embraced these scores, implemented an ongoing survey mechanism and seen some great initial results. However, often comes a time, perhaps two years into the program, when the initial customer feedback enthusiasm wears off….
Silos may be a great way to store grain, but can cause problems when silo mentality runs unchecked in a company. We have all seen functional silos at work in individual departments, regional offices, different channels and even in different management levels within an organisation. Silos are not necessarily a bad thing; they can be….
Social media has revolutionised so many aspects of business, and the recruitment function is no exception. Just ask the Australian Defence Force, which has the world’s most popular YouTube recruitment channel, with over 5 million hits!(*) Or consider the fact that 70% of people look on social media when looking for employment (**). But what is “Social recruitment”,….
Since this interview, Michelle Redfern has left NAB. Please consult LinkedIn for up-to-date information. As Head of the Supplier Relationship Management program for National Australia Bank (NAB), Michelle Redfern is one of Australia’s foremost experts in outsourcing, offshoring and supplier management. She leads a high-performance, highly engaged team which thrives on diversity, in a complex and sensitive….
“We’ve invested in, and trained our people, so why aren’t we seeing a significant lift in (KPI) scores?” This was a question put to us by leaders at one of Australia’s largest companies. The context was a roll-out of a major new customer-first methodology, as well as a proposed multi-million dollar sales training program –….
It’s only just gone July, but savvy online retail executives have already begun planning for Xmas. And one of their highest priorities is ensuring they have the right customer experience mechanisms in place to convert the swell of consumer interest into sales. Customer experience is often a tug-of-war between marketing, operations and IT silos, resulting in a fragmented, disorganised….
B2B lead generation has come a long way since the days of cold calling, and the constantly-evolving digital realm is really hotting up. We are surrounded by a wealth of new opportunities; however, too many options can be confusing both for marketers and the clients they are vying to reach. The secret to smashing your sales….
Customer feedback software platforms measure key customer experience metrics – such as customer effort, customer satisfaction and Net Promoter Score (NPS). The technology can be implemented across multiple channels in contact centres and online. “Please rate the performance of your customer service representative,” or so the message goes at the end of a call to….
Proactive outbound is a platform for outbound customer engagement which goes beyond telephone-based cold calling to encompass “warm calling”, email, SMS, web chat, mobile app, instant messaging, and social media communications. Organisations that contact their customers proactively benefit from reduced churn, greater share of wallet and revenue growth. Further, customer experience improves when customers receive….
Successful customer loyalty programs have the capacity to attract and retain high-value customers who drive advocacy, and in turn help transform the brand. The world’s best loyalty programs have 3 things in common. They are: Simple – to join, participate, understand Emotional – by making members feel pleasure; important as individuals; and a sense of belonging to something meaningful Valuable –….
It’s been a big year for creative new solutions in the customer engagement space. Matchboard has picked five top innovations which build bridges between the contact centre and marketing to deliver great customer experience – and business results. Smart lead allocator In a telemarketing environment, imagine a tool that enables you to get the right….
The term culture can at times be the elephant in the room. All managers will boast that they have the best culture or that they need to hire staff who fit in culturally. But what does this really mean? How does an organisation find people who are in tune with its direction and the behaviours it wants exhibited? Let’s….
Calls are going through the roof, your social media assets are on fire, and you’re in panic mode…sound familiar? Every day, this scenario plays out somewhere around the country – after all, no organisation is immune to surges in customer contact, whether planned or unplanned. The good news is that through Rapid Deployment and planning,….
Peaks and troughs in call traffic have historically been considered something contact centres just have to deal with, through effective workforce management strategies. But what if the tables were turned and there was a way to smooth out those call arrival times in the first place? A simple technology interface now offers just such a….
Since this interview, Brian Beveridge has moved to a new role. Please consult LinkedIn for up-to-date information. Brian Beveridge, Head of Customer Service at Staples Australia/New Zealand, speaks with Matchboard in our series of exclusive client interviews. What are the most important metrics to your contact centre? Our Customer Service teams cover a broad range of….
