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Headlines
Navigating The Digital Marketing Landscape: Effective Strategies For Today's Market | Forbes, 16 apr 2024
'Emails Work!' This Entrepreneur Says Email Marketing Is Still the Best Way to Connect and Sell. Here Are His Top Tips | Entrepreneur, 16 apr 2024
CONNECTING WITH CUSTOMERS—WHY BRANDS SHOULD SHOW FLAWS AND VULNERABILITY IN THEIR MARKETING | AdAge, 16 apr 2024
Diversity of India missing in advertising: ASCI-UA report | The Economic Times, 16 apr 2024
US Retail Loyalty Programs: Decoding Consumer Behavior To Build Lasting Relationships | Coresight Research, 16 apr 2024
How's you bank's customer service? Study suggests it could be better | Consumer Affairs, 16 apr 2024
DIY PR: 11 Public Relations Solutions for Small Businesses | Business News Daily, 12 apr 2024
Why branding matters for governments: Five minutes with graphic designer Paula Scher | Global Government Forum, 11 apr 2024
Ethical marketing in the digital age: Balancing innovation with integrity | ClickZ, 13 mar 2024
Leveraging machine learning for predictive analysis in customer satisfaction surveys | Data Science Central, 01 mar 2024
November 2015
Mohammad Anas Wahaj | 19 nov 2015
Successful companies provide exemplary customer service. Companies have huge amount of data regarding their customers that they can utilize to achieve better understanding and insights and serve their consumers in the best possible way. But the big question is, how many metrics can customer service professionals focus on to get the best results. Piyanka Jain, President and CEO of Aryng, explains 'There is a better way to drill into the treasure trove of data you have, to find the root causes of your most important metrics slipping - and you don't need to use any complicated systems to do it. 80% of the business problem faced by most front line managers can be solved by using simple business analytics methodologies - (1) Aggregate Analysis (2) Correlation Analysis (3) Trend Analysis (4) Sizing and Estimation. If you and your team can learn to master these four techniques, you can solve most of the business problems you will encounter in your day-to-day workflow. And it can be all done using simple tools like Excel, with the data you already have at hand.' She further povides three simple steps that are to be followed - (I) Determine your team's analytics aptitude (II) Learn how to ask intelligent questions and derive actionable insights from your data (III) Practice and learn to become more proficient with your business analytics. Ms. Jain has devised a framework, 'BADIR Process', that include steps that most analytics projects follow - Real 'B'usiness Question; Hypothesis-driven 'A'nalysis Plan; Collecting Relevant 'D'ata; Deriving 'I'nsights; Making Actionable 'R'ecommendations. If the 'BADIR' framework is utilized in a way as explained, the analysis will find the following biggest drivers of customer dissatisfaction - (1) Multiple calls needed to get an issue resolved. (2) Hold times greater than 150 seconds while the agent looks for the answer. (3) Unprofessional agents. The analysis would show that addressing these drivers would bring customer satisfaction (CSAT) up from 57% to 69%. These important driver metrics should become the part of the daily dashboard - (1) First Call Resolution (FCR) (2) Agent Hold Time (3) Professionalism Among Agents (graded on scale). Read on...
Harvard Business Review:
Improving Customer Satisfaction with Simple Analytics
Author:
Piyanka Jain
Mohammad Anas Wahaj | 03 nov 2015
Marketing technologies are changing the nature and dynamics of strategies that marketers use to reach, engage and serve their customers. Moreover these technologies continue to evolve and marketers have to keep pace with these advances to stay ahead of the game. The four key innovation areas in marketing technology in which all marketers should have deep understanding and continue to emphasise in their strategies are - (1) Use Advanced Analytics (2) Optimize the Mobile Experience in Real-time (3) Cut Down on Call Center Time to Value (4) Maximize the Voice of Customer (VOC). Marketers should be able to collect, analyze and act on omnichannel data throughout the whole customer funnel (customer journey & engagement process) for each of the mentioned areas to achieve success. This will finally help build better customer profiles, prioritize business actions, analyze macro trends, optimize customer engagement and customize offerings to get better outcomes. Read on...
MarTech Advisor:
4 Advanced Use Cases of Marketing Technology Innovation
Author:
Rohit Roy
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