Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND

LEAD GENERATION PROGRAMS FOR VENDORS

Upcoming Events

LEAD GENERATION PROGRAMS FOR VENDORS

TRAINING IN CONTACT CENTERS

INCREASE MOTIVATION - WHAT DRIVES YOU CRAZY AT WORK!

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

CUSTOMER EXPERIENCE BEST PRACTICES

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Are You Talking, or Walking? - possibleNOW - ContactCenterWorld.com Blog

Are You Talking, or Walking?

"It's summer! Is your body ready for the beach?"

How many times have you heard that headline, reminding you to join a gym or order the salad or put down that beer? It's trite, but there's a lesson in it – if you want an outcome, you've got to work toward it in some way. 
All too often I meet with people who know what they're supposed to be doing. They know their business goals: increased loyalty, meaningful relationships with customers, seamless cross-channel recognition. Yet they simply aren't taking the steps to get there. 
A recent survey by Boston Retail Partners investigated personalization tactics used by North American retailers, with findings suggesting retailers were on the whole not acting on customer data, nor doing much to gather more or increase its utility. 
While many retailers use suggested-selling tools—using previous purchases to suggest next ones—only 4% of those surveyed do so and believe that it works well. Meanwhile, 16% of surveyed retailers are currently using personalized digital content and think it needs improvement. On the other hand, the same survey showed that 44% of retailers state that increasing customer loyalty is a focus for the next 12 months. Well then what are they doing? They're talking a big talk.
Suggested-selling is one technique for personalizing a customer's experience, but it's based on a moment in time, not a relationship. If retailers really want to walk the walk, preference management would ensure that relationship building is on the customer's terms – the best way to net loyal, return customers. The best way to meet all those goals you're supposed to be working toward, remember?
Preference management – the active collection, maintenance and distribution of unique consumer characteristics, such as product interest, communication channel preference and frequency of communication – optimizes ongoing relationships using personalization. By offering opt-ins to customers and indicating the benefits and limitations to sharing their preferences for communications and content, they become both informed and engaged. 
As channels diversify and customers move between platforms, it's essential to lay the groundwork for loyalty by capturing preferences in the beginning. Lagging in loyalty now only means that your customers are getting scooped up and engaged elsewhere. 
You know what your goal is, don't you? Do something about it now and get a jump on those that are just talking. And then call me from the beach.

 

About the Author: 
Eric V. Holtzclaw is  Chief Strategist  of PossibleNOW. He's a researcher, writer, serial entrepreneur and challenger-of-conventional wisdom. His book with Wiley Publishing on consumer behavior - Laddering: Unlocking the Potential of Consumer Behavior - hit bookstores last summer. Eric helps strategically guide companies with the implementation of enterprise-wide preference management solutions.


Follow me on Twitter: @eholtzclaw | Connect on LinkedIn: Eric Holtzclaw

Source: http://www.possiblenowblog.com/2016/06/are-you-talking-or-walking.html

Publish Date: June 23, 2016 5:00 AM


2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



View more from possibleNOW

Recent Blog Posts:
Don’t Let Irrelevant Messaging Cause Your Customers to Leave. Learn What ULTA Is Doing.December 19, 2016 5:00 AM
Deck the Halls & Check Your DataOctober 27, 2016 5:00 AM
Is Your Brand Committed To A Personalized Customer Experience? (Part 2)October 25, 2016 5:00 AM
Is Your Brand Committed To A Personalized Customer Experience? (Part 1)October 5, 2016 5:00 AM
Holiday Inn’s Ortiz Answers 4 Questions For Marketing InnovatorsSeptember 28, 2016 5:00 AM
Preference Data ROI: Consumers Want to Hear From CompaniesAugust 1, 2016 5:00 AM
Back to Basics: What is an Opt-In?July 27, 2016 5:00 AM
Are Your Policies Helping Or Hurting Customer Engagement?July 18, 2016 5:00 AM
Are You Talking, or Walking?June 23, 2016 5:00 AM
When a Relationship Improves Your WorthJune 13, 2016 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 91 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =