Customer Service Optimization

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It is now social media era for customers to express their dissatisfaction through social channels. When customers receive poor quality customer service from organizations, they take their dissatisfaction public through social media channels. They do not wait on the phone for a manager or supervisor to give an explanation for poor service. In this article, we cover how healthcare companies can create an integrated multi-channel service strategy in order to create higher service levels and increase efficiency while lowering ...

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Difference between Digital Strategy & Digital Marketing

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In a recent conversation with a senior executive of a large enterprise, we were asked about the differences between digital strategy and digital marketing. Our prospective client had a number of digital marketing programs on social media (mostly Facebook and Twitter), email, website and mobile app for their customers. With that amount of investments in online channels, the executive was concerned if we were going to just repeat what already existed. We then performed a quick assessment of the digital ...

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