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Posts Categorized ‘Strategy’
Big Data’s Big Miss: Customer Strategy
May 7, 2013 by Brian Shepherd, Executive Vice President, TeleTech in Analytics, Customer Experience, Strategy, TeleTech
Without customer experience leading the way, executives are missing the big picture when it comes to Big Data.
Terabyte. Petabyte. Exabyte. Zettabyte. Yottabyte. To today’s business leaders these words represent the enormity of data that businesses can use to drive improved economic value. Most people can’t even fathom that much information. But it’s out there, and it’s growing every day. And if you’re in a senior executive position, it’s definitely part of your job to figure out what to do with big data. continue reading
Sales Coaching: Drive Improved Results by Focusing on the Customer
May 6, 2013 by Brian Trentham, Director, Sales Delivery, Revana, a TeleTech Company in Sales and Marketing, Strategy, TeleTech
Sales coaching is gaining a lot of traction among sales leaders and sales teams and for good reasons: as sales teams are forced to accomplish more with fewer resources, forward-thinking sales leaders are looking to provide their sales people with the right tools and information to do their jobs as effectively and efficiently as possible. This includes providing them with the right guidance, including areas for improving sale techniques and successful approaches for engaging with clients and prospects.
10 Big Data Trends to Get Ahead of Now
May 1, 2013 by Mark Grindeland, Chief Marketing Officer at TeleTech in Analytics, Customer Experience, Sales and Marketing, Strategy, Technology, TeleTech
This is the first blog article in a two-part series. To read the second article, go here.
As the world increases its digital footprint, an increasing amount of attention has been turned to Big Data. With the promise of regulating the ocean temperature to improving every aspect of America’s healthcare, Big Data is becoming the panacea for everything from the arts to the sciences.
Big Data’s gilded promises are spurring enterprise investments globally. In fact, according to Gartner, Big Data is expected to drive $32 billion in IT spending this year, and a staggering $232 billion through 2016. In addition, the International Data Corporation (IDC) last year predicted that the Big Data technology and services market is expected to grow from $3.2 billion in 2010 to $16.9 billion in 2015.
As interest in Big Data increases, so do marketers’ challenges. From having the capabilities to apply sophisticated quantitative analysis to their Big Data efforts to centralizing their analyses, many marketers are faced with unfamiliar mandates. To help get marketers on track, I offer 10 Big Data trends and challenges, as well as their accompanying directives or solutions. continue reading
Part Two: 10 Big Data Trends to Get Ahead of Now
May 1, 2013 by Mark Grindeland, Chief Marketing Officer at TeleTech in Sales and Marketing, Strategy, TeleTech
This is the second blog article in a two-part series. To read the first article, go here.
As interest in Big Data increases, so do marketers’ challenges. From having the capabilities to apply sophisticated quantitative analysis to their Big Data efforts to centralizing their analyses, many marketers are faced with unfamiliar mandates. To help get marketers on track, I offer these Big Data trends and challenges, as well as their accompanying directives or solutions.
Experience Matters: How Customer Care Can Evolve to Create Raving Fans
Apr 29, 2013 by Martin DeGhetto, Chief Operating Officer, TeleTech in Customer Experience, Customer Service, Strategy, TeleTechThe customer care organization is no longer an obligatory cost center. It is a valuable customer interaction channel, and progressive companies consider it an investment to drive long-term loyalty. TeleTech COO Martin DeGhetto explains how to balance the expectations of customer care among customers, senior management, and other constituencies.
Our Planet is a Shared Responsibility—What Earth Day Means to TeleTech
Apr 22, 2013 by Kenneth Tuchman, Chairman and Chief Executive Officer at TeleTech in Strategy, TeleTech
It doesn’t matter what country you live in, we are all citizens of this Earth, and we share a responsibility for our planet’s health. On Earth Day and, in fact every day, TeleTech uses its partnerships as an opportunity to remain dedicated to this cause. continue reading
The Phone is Dead: Long Live the Customer Interaction Center of the Future
Apr 16, 2013 by Mark Grindeland, Chief Marketing Officer at TeleTech in Customer Experience, Customer Service, Multichannel, Strategy, Technology, TeleTechConsumers expect an integrated experience across every available communication channel, and multichannel service is becoming increasingly important to companies. TeleTech CMO, Mark Grindeland, explains how the contact center is evolving to become the multichannel epicenter.
Crowdsourcing for Solutions to the Healthcare Quandary
Apr 2, 2013 by Ron Wince, President and General Manager, Peppers & Rogers Group in Customer Experience, Social Media, Strategy, Technology, TeleTech
In healthcare today, organizations must transform at a faster pace and on a wider scale. Crowdsourcing is helping them tap into customer ideas to do it.
Experiment Confirms Improving NPS ® Positively Impacts Sales
Mar 26, 2013 by Colin Brogan, Vice President and General Manager, NPS Solutions, TeleTech in Analytics, Customer Experience, Sales and Marketing, Strategy, TeleTech 
Can increases in NPS boost your sales revenue? TeleTech’s test says yes.
There is a wide consensus that gathering, analyzing, and acting on customer feedback and Net Promoter ScoreTM (NPS) can help organizations make dramatic improvements in service delivery, and when it comes to sales programs the same metrics reign supreme.
It seems intuitive that prospects who receive a positive sales experience are more likely to purchase, but today’s business leaders don’t measure sales success with customer experience metrics. Instead, they tend to concentrate on close rates and revenue-per-interaction. So, TeleTech decided to put this to the test and answer the question: Does delivering an exceptional experience (as measured by NPS) deliver improvement in inbound/outbound sales programs?
We ran a test, and here are our findings. continue reading
Tips from SXSW: Getting Social Media Marketing Right
Mar 20, 2013 by Mark Grindeland, Chief Marketing Officer at TeleTech in Sales and Marketing, Social Media, Strategy, TeleTech
I had the honor of speaking at the 2013 SXSW Interactive conference in Austin recently, and I wanted to share some of the highlights from my speech on social media marketing and customer experience.
While most business leaders accept that social media is here to stay, it’s still a very misunderstood communication channel. If companies don’t get social media marketing right, it has the potential to shatter your business reputation. As the CMO of TeleTech and the co-founder of a social media company, ShesConnected.com, here are my tips for social success. continue reading