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Feb 26, 2018

Recall Management Best Practices: 4 Steps to Minimizing Damage

According to Statista, there were over 600 consumer product recalls between 2015-2016 alone. The damages related to a product recall can be devastating. From identifying early warning signs to monitoring customer reactions, here are 4 best practices for managing a recall.
Jan 02, 2018

Engaging Millennials, Part 6: CPG Brands Must Help Customers Help Themselves

In our Engaging Millennials blog series, we've explored how this generation is re-shaping various industries, and what brands can do to improve engagement among their younger customers. The final edition in the series focuses on how CPG brands can unify the customer experience across channels.
Nov 14, 2017

Trust Us, You Need to Know These 5 Contact Center Trends

Contact centers are the face of your brand, a direct line to your consumers, and your best tool for increasing customer satisfaction and loyalty. And that’s just on a regular day! With so much riding on the shoulders of contact center directors, they need to understand how to take advantage of current customer service trends, and be prepared for what’s coming next.
Sep 22, 2017

Don't Leave Your Franchisees on An Island: 4 Ways to Manage the Relationship

In today's viral world where both positive and negative service experiences quickly spread via social media, companies with many different store locations must know that your brand reputation is always at stake, even when individual stores may be at fault. It is in every brand's best interest to be focused on supporting your store locations from the start.
Jul 12, 2017

How to Use Technology to Protect Your Brand From a Crisis

In every Consumer Relations professional’s perfect world, crises don't exist. There are no poor product launches, no viral negative customer experiences, no recalls. There are only happy customers sharing their amazing experience with your brand and recommending your products and services for all the world to see. But...stuff happens.
Jul 07, 2017

5 Ways to Get 5 Stars by Responding to Online Reviews

When’s the last time you bought something online without reading at least one review? Customers now expect reviews to be available for every product or service they’re researching, and 84% trust that feedback as much as a personal recommendation from a friend. Despite the crucial role of online reviews in the purchase process, though, many companies still dedicate little or no time to managing them.
May 19, 2017

4 Contact Center Models That Will Make Your Life Easier

Over time, experts have developed models that you can use as a framework for setting up and operating your contact center. Which one you select depends on your company’s goals, the needs of your customers, your budget, and many other factors. This is definitely not a “one size fits all” endeavor! To help you get started, we put together this guide to the four most common contact center models.
Apr 07, 2017

Every CRM Analytics Expert Should Track These 6 Metrics

A robust contact center CRM records terabytes of customer data, tracks countless metrics, and provides advanced analytics. If you know how to make use of it all, you’ll have a powerful tool at your disposal. But gathering that information is pointless if you don’t know what’s important…and why.
Feb 06, 2017

Sales Force Automation vs. CRM Software: What's the Difference?

Sales force automation (SFA) is a specific type of CRM (customer relationship management) software, used primarily by B2B companies. The most common type of CRM software for B2C companies, on the other hand, supports customer engagement in their contact centers. Which one is right for your needs?
Jan 24, 2017

7 Deadly CRM Sins That Mean It's Time to Switch

Having agents who are knowledgeable, professional, and well-trained is a step in the right direction. But consider a crucial element: your CRM system. The software you choose ultimately makes the difference in the consumer experience. Rather than simply collecting data, your CRM should help you build relationships with your customers.