Tag customer satisfaction

Simple, effective market research

Enterprise rent-a-car have a legendary reputation for customer service. What I didn’t realise is just how large a role market research played in helping them grow and maintain that reputation. Last year I attended an excellent conference – Wavelength 100.  I guess it’s a UK version of TED, their stated aim being to connect “visionary

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Virtual Sales Rep Boosts Productivity by 50%

After having struggled for years to reduce its phone support load, Loftus Photography turned to Oddcast to implement a virtual sales rep, enabled with artificial intelligence, to assist potential customers. The avatar, named Kathleen, was taught to respond to user questions with context-sensitive spoken answers. The results were huge: a 50% increase in sales productivity

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Social media metrics

Next week I’m speaking at the SocialMediaInfluence conference in London on Measuring Influence and Audience online. It’s a tricky subject and looking around today I have been unable to find any examples of an approach which has been successfully and repeatedly applied. The problem appears to be that whilst there are a whole range of

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