Forrester has identified emotion as having a bigger influence on customer loyalty than “effectiveness” or “ease” of dealing with a company. Ironically, companies have neglected programs to uncover customer emotion or sentiment, despite the technology being available. Conversation analytics, also known as speech analytics, is slowly taking off in Australia as a way for companies….
Alan Kohler interviewed Matchboard’s Sharon Melamed for Qantas Talking Business. We’ve transcribed the interview for those of you who prefer skimming through text to listening to a Podcast! AK: Joining me now is Sharon Melamed who runs a business called Matchboard. Thanks for joining us, Sharon. SM: Thank you for inviting me. AK: And you’ve….
Virtually no business is immune to unpaid invoices and the stressful and time-consuming task of debt collection. For many, it becomes just too hard to chase down debtors, and the fear of a legal process is equally daunting. Savvy businesses know that there is another option: outsourcing to a collections consultancy and recovery service, which….
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….
