If you are a marketer, you must have heard this before: “We are cutting your budget, and where are our leads?”
Sounds a bit conflicting, right?
The digital era turned marketing into a captivating adventure and a formidable challenge. But what is this paradox of contemporary marketing? And can we solve it?
Bings’ “Sydney”, Google’s Bard, all GPT versions from the OpenAI, and now, Anthropic’s Claude – they can write emails, essays, and even code, conduct research, prepare PowerPoint presentations, or tutor students. No wonder these chatbots will soon become the irreplaceable colleague every modern-day office needs. Supporters of AI technology argue that the era of AI chatbots will improve people’s productivity to levels unseen before, similar to what Henry Ford did to manufacturing. More sceptical spectators fear that AI advancements are moving too fast and could bring more harm than benefits.
Continue reading
Bings’ “Sydney”, Google’s Bard, all GPT versions from the OpenAI, and now, Anthropic’s Claude – they can write emails, essays, and even code, conduct research, prepare PowerPoint presentations, or tutor students. No wonder these chatbots will soon become the irreplaceable colleague every modern-day office needs. Supporters of AI technology argue that the era of AI chatbots will improve people’s productivity to levels unseen before, similar to what Henry Ford did to manufacturing. More sceptical spectators fear that AI advancements are moving too fast and could bring more harm than benefits.
Continue reading
Data is the lifeblood of artificial intelligence, and machine learning models are only as good as the data they are trained on. With ChatGPT hype still in place and Google’s attempts to catch up with their own version of AI chatbot Bard, we are convinced that what we are witnessing is only the beginning of the AI revolution.
Continue reading
Contact centre agents are the shopfront of their company – they interact with customers daily, and their attitude is what forms the customer’s opinion of the company. The currency of such interactions is customer satisfaction – one poor experience can make the customer drop the brand and choose a competitor. Yet, a positive experience could increase the customer’s loyalty and bring revenue growth for the company.
Continue reading
Digicel wanted to improve overall customer experience, reduce churn, and increase revenues. To do this, they wanted to implement targeted marketing campaigns to reach their customers on the right channel at the right time. Idiro provided the intelligence behind this targeting, analysing customer behaviour at various lifecycle stages.
Continue reading
Digicel wanted to improve overall customer experience, reduce churn, and increase revenues. To do this, they wanted to implement targeted marketing campaigns to reach their customers on the right channel at the right time. Idiro provided the intelligence behind this targeting, analysing customer behaviour at various lifecycle stages.
Continue reading
Surveys are used by most brands to try and garner insight from their customers.
However:
And, let’s think about it: in our personal lives you should never really have to ask somebody how they are when you should already know that there is something wrong.
As Fred Reichheld, the creator of NPS, famously said, “The instant we have a technology to minimize surveys, I’m the first one on that bandwagon.”
So your NPS scores are high – but if churn rates are high, who cares?
The concept of Predicted NPS uses advanced analytics to expose how customers already feel based on their past and current experience. It uses AI to understand and qualify past customer experience quality along with the survey data you collect to predict future customer sentiment.
Will the customer churn?
Or could there be an opportunity there for increasing their value?
Are we risking damage to our brand?
A Commscope report predicted that by 2020, customer experience was expected to overtake both price and product as a key brand differentiator. Well, it’s 2021 now and as we’ve learned via research done by Bain & Co, “Sustained value creators have Net Promoter Scores two times higher than the average company.”
It’s not just what is said, it’s what is unsaid
You can zero in on the root causes of
And gain a better insight into what actually influences customer perception and customer sentiment. These naturally drive customer behaviour and experience.
We know this…
To effectively increase campaign conversion, we need to engage with customers at the most appropriate time – and also stimulate customer lifetime value with more personalised and targeted campaigns.
The dream is to reduce the cost of service and reduce customer effort. so the customer doesn’t need to seek help. At the same time, we can increase the number of promoters and turn customers into brand advocates – even promoters.
Fringe benefit: this will also enable you to improve your service offering based on what your customers actually need.
It’s time to provide an incredible customer experience and positively improve your bottom line. Learn more about Predicted NPS here: https://idiro.com/predicted-nps/
Or join the dialogue as part of the Idiro Predicted NPS group here: https://idiro.com/predicted-nps-landing-page/
Tania O’Connor
Idiro CMO
Digicel wanted to improve overall customer experience, reduce churn, and increase revenues. To do this, they wanted to implement targeted marketing campaigns to reach their customers on the right channel at the right time. Idiro provided the intelligence behind this targeting, analysing customer behaviour at various lifecycle stages.
Continue reading
Skip to content