Wednesday, November 09, 2011

How to win customers! Better Call-Centres, What is CRM? Customer service...

Future marketing, brands and campaigns -- keynote speaker and Futurist Patrick Dixon. Future trends in the retail industry, presentation for UK clients of Hermes. Targetting customers in a world which is overloaded with marketing messages. What is CRM - customer relationship management. How to run call centres to win sales, improve customer satisfaction and engagement, customer loyalty, retention and reduce numbers of complaints. How many corporations are blind to unmet customer needs, lacking true insight into how customers actually feel about how they are being treated. Most executives hate robot automated answering systems when they are customers themselves, yet are happy to alienate their own customers by forcing them to use exactly the same technologies. Why the tone of voice on the end of the phone is one of your most important brand elements, for companies who never physically meet their customers - or rarely do so.


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