I recently had the chance to sit down with Jim Moloney, the 2018 SOCAP Chair, to get his perspective on the evolving role of consumer care. For those of you who don't know him, Jim led a variety of work at GM, from marketing to consumer care. He always has a great point of view on 'big questions' and brings a very pragmatic, business outcome driven perspective to our industry.
While many brands have a detailed understanding of their target consumers, it does not often include topics important to consumer care teams. For example - while knowing about media consumption habits is important for ad planning, it doesn't support decisions on what contact channels should be offered.
Latest Case Studies
Empowering Consumer Care to Collect Good Data is Easier than You Think
A key component of the value Consumer Care delivers to their organization requires the collection of good quality data within your contact center. This information can drive product development efforts, focus promotional activities, and mitigate risk from crisis or adverse events. We’ve developed this simple checklist for you to use to assess – and improve – the quality of the data your organization currently collects.
Use Marketing Data to put a Real Value on your Consumer Engagement
How much is a consumer worth to your brand? Leverage some simple data to calculate a real, credible value that you can use to make decisions and drive investment in consumer relationships.