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Driving ROI from Social Media

Driving ROI from Social Media

As with CX programs, the ROI on social media can be quite difficult to prove especially with so many metrics by which to measure and monitor efforts. Organic content (that which is not sponsored or promoted) and sponsored content should also be analysed under separate...
What is good data/measurement?

What is good data/measurement?

With so many ways to collect, manage, and analyse data in the internet of things (IoT) and technological advances, data quality control may be sacrificed for the sake of quantity over quality as companies endeavour to make fast and radical decisions in the dynamic and...
The goal is customer retention

The goal is customer retention

Constantly trying to acquire new customers can be costly and resource-intensive. An existing customer is worth more and is often less work than a new customer. A lifetime value customer will continue yielding returns as long as you continuously invest in programs...
The service recovery paradox

The service recovery paradox

The harsh reality is that even with the most compact contingency plans in place, your business can’t always foresee every eventuality. Errors can happen with orders, suppliers might have setbacks, and office service connections may be down.  However, even with all of...