How to Put Employees First in the Customer Experience, and Why You Should

At many companies, the frontline of customer experience—the contact center—isn’t meeting customer expectations. Although brands are adopting new technologies to better interact with customers and understand their wants and needs, the answer to delivering the right experience may be simpler than that.

At the very core of customer experience is human interaction, so to truly see return on customer experience investments, brands should invest in their most valuable assets: agents in the contact center.

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Innovations in direct mail help brands shout louder in the digital era

After years of fire-fighting to dispel myths about its effectiveness and measurement, direct marketing – and in particular direct mail – is enjoying something of a revival.

Industry and creative innovation is re-engaging advertisers and media agencies that had perhaps fallen out of love with this traditional medium. While the arrival of the Joint Industry Committee for Mail (JICMail) the audience data standard in January adds another layer of authority to the channel.

The numbers are looking positive too. After a period of decline, direct mail ad spend rose 5.9% year on year during the third quarter of 2017, according to the latest data from the Advertising Association and Warc. It is the third largest media channel in the UK after online and TV, with annual ad spend standing at £1.7bn in 2016, and while spend was down 9.1% between 2015 and 2016, it is predicted to rise 0.9% in 2017.

Separate data from IPA TouchPoints suggest it is well received too, given 38% of people buy or order something after reading mail and 87% of adults keep some mail for longer than one month.

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Five Ways for Marketers to Implement a Customer-Centric Mindset

For marketers, a mindset that puts the customer first is critical to competitive success. That’s something marketers know. Yet, during day-to-day execution, that customer-centric mentality tends to get pushed aside, more so in Marketing than other in client-facing parts of the business, such as Sales and Customer Support.

It happens easily, even to the best of us.

With so much going on in our pipelines at any one moment—from lead gen campaigns, events, new product launches, and more—marketers can’t help but get caught up in the weeds of project execution. We run fast, focusing on what needs to get done now; in those moments, the customer-centric mindset is important, but not mission-critical. Or so it seems.

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