Nicolina Savelli
6 Types of Brand Activations and Why They’re So Effective
“Brand Activation” is the art of driving consumers to action through brand sponsored interaction and experiences. It’s about bringing brands to life and forming long-term emotional connections with consumers. The ultimate goal of a brand activation is to attract, engage, and motivate consumers at...
Why Marketers Who Leverage SMS Boost Consumer Engagement
The need to boost consumer engagement is pushing businesses to evolve and invest heavily in digital transformation. As more consumers make their phones a primary channel for communication and making purchases, there is a growing need to invest in mobile marketing. There are only...
Consumer Marketing Tactics that Separate the Good from the Bad
There are a number of marketing tactics that brands can take advantage of to drive sales and attract consumers. However, not all marketing strategies are equal, and in this age of digital transformation it's worth discussing the tactics worth investing in. As consumers become...
What Customer Engagement Will Look Like In The Future
There's nothing certain about the future, but by analyzing common trends, we can attempt to visualize where we are going. When referring to customer engagement, there is one trend that remains steadfast year-over-year. Can you take a wild guess what it is? If you guessed...
The Advantages Of Gamification And How You Can Make Full Use Of It
Oftentimes marketers refer to "tactics" such as incentives and gamification as ways to engage and activate consumers. But did you know that these tactics are deeply rooted in the science of "motivation" (aka the desire to do things)? Therefore, when we talk about the...
5 Useful Tips From Experts In Customer Engagement
Customer engagement is a broad term that can describe any number of business functions such as customer experience, customer success, and marketing. Wikipedia describes "customer engagement" as a business communication connection between an external stakeholder and an organization through various channels of correspondence. This...
The Top Marketing Technology Buzzwords for 2019
The right buzzword or “buzz phrase” used at the right time can not only impress your colleagues, clients, and customers by making you sound well educated, but it’s an opportunity to legitimately contribute more effectively in meetings, and in your own work when you...
How to Create a Viral Contest (in 10 Days or Less)
Contests and sweepstakes are tactics that will always have a place in the marketing mix. By continually tapping into the desire for free stuff, brands can boost their visibility without breaking their advertising budgets. They encourage consumer engagement, and help marketers looking to gain measurable...
8 Mistakes You’re Making With Sweepstakes and Contests
Sweepstakes, giveaways, and contests are a popular marketing tactic for growing your audience and winning new business leads. However, there is a common misconception that giving away something for free will instantly generate new customers and sales overnight. This is not always the case....
8 Examples that Prove User-Generated Content is More Powerful than Ever
Rather than talking at customers, brands are letting customers speak to each other by motivating them to share User-Generated Content, also known as UGC. The strategy has gained momentum as a marketing tactic since the inception of social media, and has become an invaluable...
2018 Consumer Engagement Trends
Speculation, not strategy, has been the name of the game for emerging technologies such as augmented reality and artificial intelligence. Though these innovations have been available to marketers for years, businesses have struggled to find effective ways to implement them. Recently, marketing leaders have...
Don’t Call It A Comeback: Why QR Codes Are Here to Stay
For many, QR (Quick Response) codes had their heyday alongside the rise and fall of the Blackberry smartphone. But for marketers, QR codes have never quite reached their full potential…until now. Despite a lengthy hiatus, the QR code is looking to make a comeback,...
9 Signs You’re a Customer Service Expert
The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Perhaps you’re a customer service rep who thrives in the workplace, and...
6 Foolproof Ways to Improve Customer Satisfaction
Introduction In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. This guide discusses important metrics to consider when measuring satisfaction, and how to achieve customer happiness and retention along the way. How Do…
The Anatomy of a Successful Contact Center Manager [Infographic]
If you’ve chosen a career as a contact center manager, it won’t take long to realize how demanding the job is. It takes someone with many special qualities to succeed in this line of work. We’ve spoken to our fair share of call center...
Top Trends Shaping the Future of the Contact Center
The contact center is becoming quite the paradox. It must be open-ended but also secure, both customer-centric and employee-centric, legacy-based yet modernized, and the list goes on. The reasons why are fairly simple: Consumer demands are continually evolving and so are the channels used...
Top 10 Leading Customer Experience Trends for 2017
Since customer expectations are changing just as rapidly as the advances in technology, enhancing the customer experience is an ongoing goal for most companies. Dimension Data found that over 82% of companies recognize the customer experience as a competitive differentiator, and 77.5% recognize it...
Top Customer Service Fails of 2016
If you’ve ever tweeted about waiting on hold with a call center your frustrations have likely been cataloged on the website onholdwith.com. The site scans Twitter for complaints about being on hold with customer service and categorizes them in real-time by company and industry name....
The Difference Between Customer Service and the Customer Experience
Something serious has come to my attention: Some organizations still don’t know the difference between customer service and the customer experience for the contact center. Let’s start by saying, we know there’s a linguistic confusion, and we can go ahead and blame the English...
Top 9 Call Center Trends for 2016
Did you know the cost of poor customer service is over $41 billion per year? Clearly, that number is too big to ignore. More than ever, businesses are competing to deliver superior customer service experiences. In fact, Zendesk reported that 82% of customers stopped doing...