DialAmerica Industry Currents

Art Conway

A letter from Art Conway, CEO of DialAmerica

The marketing mix has become increasingly complex with companies devoting bigger budgets across more media channels, and particularly in digital media. But this can be a "double-edged sword" as it adds more pressure on marketing leaders to prove a greater return on investment, according to a Gartner digital marketing study. ... more

Volume 12  

Invest in Your Customers' Contact Center Experience Savvy Customers Want Information – Not Sales Messaging

Invest in Your Customers' Contact Center Experience - Savvy Customers Want Information – Not Sales Messaging

The rise of Internet commerce has rapidly evolved customer expectations and purchase patterns. A Harvard Business Review blog post, "Invest in Your Customers More Than Your Brand," explores this concept in depth.
Too often in today’s marketplace, brands invest in marketing tactics that focus on selling ... more

Telephonic Customer Service – The Cornerstone of Loyalty and Revenues Brand Managers That Keep an Eye on the Basics of Stellar Phone Service Win Big

Telephonic Customer Service – The Cornerstone of Loyalty and Revenues

According to a Huffington Post blog, "Customer Service: The New Proactive Marketing," loyal customers are worth up to ten times the value of their first purchase, and it costs over six times more to get new customers than it does to keep even a single current one. These figures speak volumes about the value of customer loyalty as the cornerstone of business profitability ... more

Building Customer Trust In All Channels - New Marketing Methods Offer Promise – But Should Not Be the Only Tool in the Box

Building Customer Trust In All Channels

A study by the Association of National Advertisers found that 96 percent of marketers currently use or are planning to use mobile marketing – indicating tremendous interest in this and other developing channels. However, new research from Forrester indicates consumers are not quick to match marketers' enthusiasm. As reported by MarketingCharts, only 12 percent of adult U.S. consumers trust mobile advertising ... more

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