Telco customer loyalty: Retaining the customer or retraining the customer?
Telco market consolidation is hot news once moreThe news wires have been hot with talk of consolidation in the French telecom market.Some say that Altice’s €17bn acquisition of SFR was inevitable the...
View ArticleSocial Customer Service: From Tone of Voice to Tone of Tweet
Customer service skills for a cultural shiftWhen incorporating social media in your customer care channel mix, getting your teams ready is essential to obtaining the best results. Make sure you don’t...
View ArticleSocial Customer Service: A Handle on Ticket Handling
Comparing productivity across channelsFor any organization providing social customer care at scale, it is essential to be able to compare measurements with traditional customer service channels.Like...
View ArticleSocial Customer Care: Dealing with Unhappy Customers
Social customer care for a changeIt used to be said that the only thing that changed in the contact center was the color of the carpet!Today, that is hardly the case. Complexity and average handle time...
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Deploying Social Media Customer Care: The Ultimate FTE Budget Benchmark (part 1)
Plan and measure for successBefore deploying a social media customer care program, our customers are naturally keen to gauge the impact in terms of workload.Customer care is typically very dependent on...
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Deploying Social Media Customer Care: The Ultimate FTE Budget Benchmark (part 2)
Back to Part 1 ➤From audience size to message volumeOnce you know or have a reliable estimation of the expected numbers of followers, fans, and registered forum users, you will be able to gauge typical...
View ArticleWho’s Afraid of the Big Bad Social Media Crisis?
Sticking your head in the digital sandOnce upon a time, when a crisis was playing out, it was possible to shutter the window to the building crowd, avoid picking up the phone, or simply avoid stepping...
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How Digital Customer Engagement is Shaking Up Customer Care
A digital revolution for customer care tooThe digital revolution has fundamentally changed customer habits. And in this new digital landscape, customer care is proving to be no exception to the rule....
View ArticleSocial CRM ROI: Show me the money!
Building the business caseSo you’ve finally made the decision. Its time to engage your customer using digital channels. Before you kick off your shoes and head to the beach, lets discuss one of the...
View ArticleCustomer Communities Need a Game Plan
Is a customer community right for me? And more importantly, is it right for my customers?Customers are like GolfersLike most armchair sports fans I was glued to the final stages of the recent Open...
View ArticleAchieving Customer Care Channel Fusion
Connecting the customer touchpointsDigital plays a firmly-established role in the customer journey. Customers turn to the Web to research and make purchases without a second thought. Increasingly,...
View ArticleEnsuring Customer Loyalty in Insurance
The insurance customer is learning to churnThe phenomenon of churn has long been established in the telco sector. Now it’s the turn of the insurance industry to feel the pressure.In effect, what was...
View Article5 reasons why you need a joined-up Social CRM strategy
Social CRM is often taken as a new, specialist discipline.The specific challenges and dynamic nature of the underlying social channels, combined with the fact that it started out as an outgrowth of...
View ArticleMaking the Case for Social Customer Care in Telco
Social Media is Eating the Internet, Mobile is Eating Social MediaIn 2010, Social media became the number 1 online activity. The average American spends upwards of 3 hours per day on social networking...
View ArticleWhere should you position your brand on social media?
As strange as it may seem, we created Dimelo before Facebook or Twitter even appeared in Europe. Brands today have widely adopted these social platforms to promote their image and increase visibility....
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Is your mobile app a conversation starter ?
Small things get unnoticed.I love being surprised. By the most ordinary things, the things you don't even notice anymore because they're so ingrained in our behaviors. Being able to identify these...
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Interactive mobile apps: live chat or instant messaging?
Dimelo recently launched a new product for the digital customer relations market: instant messaging integrated into mobile apps, or In-App Mobile Messaging.With Dimelo Mobile, companies can make their...
View ArticleDigitization and disruption in customer relations
There's no denying that we are in the midst of a digital revolution that has handed the power to customers in terms of their relationships with brands. At the same time, brands are adapting their...
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[Infographic] Customer Relations: 200 billion dollars wasted...
The transition towards digital communication methods is happening faster than most people realize, and companies are not moving quickly enough to keep up with this change.This is the conclusion reached...
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