Buyer personas define what potential customers value, want, fear, and object to when they shop. This data is typically revealed during the pre-purchase phase of the customer life cycle, but HubSpot postulates that behaviors expressed during customer service interactions can reveal traits relevant to buyer motivation.
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Zappos founder Tony Hsieh literally wrote the book on modern customer service. His title, Delivering Happiness, staked claim on The New York Times Best Sellers list for 27 consecutive weeks. Want to know his secret? Here’s a peak into how Zappos measures success and productivity with unique performance metrics.
The days where marketers simply fill the sales funnel with names must end. This quantity-over-quality approach to lead generation has fueled the longstanding tension between Sales and Marketing. One way to resolve this tension is to have Marketing–not Sales–take point on telephone lead qualification.
Software Advice recently moderated a live online debate called, “Will Technology Kill the Call Center?” Experts discussed consumer contact channel utilization, technology and the impact of these trends on the future call center. Watch the recording and read about key takeaways from the discussion here.
Want to know what demand generation channels your peers find most successful? Where are they spending, and how will that change next year? The 2012 B2B Demand Generation Benchmark Report will answer these questions and more. Take the survey today and sign up to receive the results when they are released.
Software Advice will host a live Google+ Hangout debate later this month called “Will Technology Kill the Call Center?” Experts will discuss changing consumer support preferences, as well as new technologies for customer service via live chat, email, self service and social media. Will consumers one day skip the phone call altogether?
Dreamforce attendees will discover a unique customer service demo when they descend on San Francisco this month. Live call center agents will field queries onsite and provide tips for support through social media channels. I interviewed presenters this week to get a sneak preview into what onlookers should expect to learn.
The rapid proliferation of smartphones and an appetite for more personal self service has sparked a new dawn in mobile customer service innovation. Developers are creating Siri-like support apps that feed the consumer’s need for an instant response and have the potential to become the consumer’s support channel of choice.
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