SMALL BYTES: SPRING 2013

Seven, Strategy, Satisfaction, Synergies, and Sweets.

Seven

Yes, we turned seven this May and we're grateful for it. Thanks to you for the support, encouragement, and the referrals over the years – Cheers!

Strategy

Contact strategy is common knowledge and often means different things to different people. Here’s a great presentation by Devon MacDonald on how to set up best practice.

There’s nothing like a good practitioner to show the way.

Satisfaction

Customer satisfaction is an evolving term, fragmenting over different touch points. Here’s a comprehensive perspective; look for the Macro Model; bottom of p.101 – top of p. 103.

This model is clever because it systematically links perception, comparison standard, to a given sentiment and consequently, a potential outcome or behavior.

All you need is will – data, we’re sure you already have.

Synergies

Last year, Liveperson launched LP Insight which integrates text with transactional data to provide a more synergistic view of the customer. Need a real business case? Have a look at this testimony from Petco.

Sweets

For some eye candy (literally), have a look this. Relatively short but very sweet!




"There'll always be serendipity involved in discovery."
- Jeff Bezos