Our study focused on mature firms and customer-obsessed organizations, highlighting their strategic approaches to leveraging omnichannel strategies for sustainable growth. Here are a couple takeaways:• Personalization emerges as a key driver of successful customer communications, with a strong emphasis on tailored experiences.• While third-party channels remain popular, there is an opportunity to leverage first-party data […]
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Increasing business growth and improving customer service are among the top goals for most businesses today. However, few businesses realize the link between that coveted growth and service excellence. Rather than dedicating valuable resources to tackling these imperatives independently, your business can maximize business growth by focusing teams across your business on customer service. Don’t […]
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Historically, customer experience (CX) has been a responsibility of the marketing team to improve sales, service, and commerce. However, retail teams now recognize that a superior CX requires collaboration across all departments towards a common goal of customer obsession. This involves leveraging advanced technology and data, as well as having a knowledgeable gatekeeper with a […]
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Technology is progressing faster than industry experts predicted even just a few years ago. For those in support organizations, the sheer velocity of change means that you need to plan and act now. This guide will help you understand the six top trends so you can survive and thrive over the coming years. Read the […]
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Your people are your most valuable asset. “To build the right team of people for your service desk, you need a comprehensive and pragmatic recruitment process.” This Service Desk Institute white paper explores strategies for recognizing the best candidates for your service desk dream team and how to keep staff motivated and engaged. • 4 […]
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When you’re swamped with your own work, how can you make time to coach your employees – and do it well? It’s a common problem. But if you don’t build your people’s own skills and capabilities, they’ll come to you for answers instead of finding their own solutions. Handholding kills productivity and creativity, and you […]
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One Idea Multiple Content Marketing Abstract In this brief, Gihan Perera, Internet coach and author of Fast, Flat and Free, explains how to turn one piece of content into multiple marketing opportunities to suit different audiences, learning styles and technology. Download this brief to learn: • Why content marketing is so effective with audiences, networks […]
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Master Campaign: G2A Aberdeen Group Future of Support Research Report Content Title: Getting a Clear Picture of the Future of Support: 10 Ways Support Will Change in the Future Buyer Persona: G2A – IT Management Abstract: What will service and support be like in 2020? To answer that question, the Aberdeen Group took an in-depth […]
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Master Campaign: G2A Aberdeen Group Five Steps Future Support Checklist Brief Content Title: Five Steps to Reach the Future of Service and Support Buyer Persona: G2A – IT Management Abstract: The Aberdeen Group used their crystal ball of research to peer into the near future to see how the job of providing IT, customer and […]
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Take a look around you. Is everyone wearing the same outfit and haircut? Not likely. Our communication styles and preferences are also pretty unique. If you want people to listen, you’ve got to pay attention to what makes them different. “The cardinal rule for effective communication is to know your audience.” This brief by Charlie […]
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Want a steady stream of qualified leads? Try building a content marketing hub. This DemandGen report explores how you can leverage webinars to generate a large and loyal following. Download the report to learn: • The anatomy of a content hub • The advantages of using webinars • 5 steps to developing a successful strategy
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No one wants to be forgotten – least of all a presenter. Make sure your audience remembers your message. “By invoking specific techniques and practices, you can deliver a presentation that is memorable for both you and your audience, no matter your presentation environment or topic.” This brief provides 6 tips that’ll make your presentations […]
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If you’re like everyone else on the planet, you’ve failed to accomplish a goal at some point. It’s not that you lack commitment. You probably just didn’t have a great launch plan in place. “An effective launch strategy can make a gigantic impact on your business.” In this engaging excerpt, Jason SurfrApp, entrepreneur and creator […]
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