“The intangible sum of a product’s attributes.” That’s how David Ogilvy defined brand. Part of protecting a brand means controlling the experiences that people have with your company, product or service. But the caller experience is sometimes overlooked by marketers.
The Director's Cut Blog
Here’s a quick roundup of caller experience no-no’s that we’ve come across in our never-ending effort to improve the caller experience. These come from organizations of all shapes and sizes. 1) Ignoring your brand identity. While the number of companies that recognize the need to consider caller experience is growing, contact center and telephony-related initiatives don’t […]
Every once in a while, we turn away business. Profitable business. My inner accountant dies a little each time we do it, but we do it anyway. Our agency has earned a good reputation, and that drives in-bound leads our way. A prospect seeks us out, or was referred to us, or found us online and liked what […]
It’s hard to imagine any competitive organization taking a hands-off approach to their store layouts or digital marketing. Yet, we’ve found that many companies use their telephone system’s default music and IVR template. That means the caller experience they’re providing every day is identical to countless other organizations using similar systems.
Let’s say that you love working with your digital marketing agency. They truly understand your audience, your positioning, and the shifts in your competitive landscape. They communicate flawlessly with you. Through regular analysis they proactively adjust your online copy, calls-to-action, and other aspects of your site, successfully driving relevant traffic and providing an online experience […]
Your target audiences are exposed to messaging of all kinds all day, every day. If what they hear from your organization is no different than what they’d expect, your Caller Experience Marketing will have the same impact as white noise.
Understanding why you need Caller Experience Marketing is just the tip of the iceberg. If you want to do anything more than simply let your callers know you didn’t hang up on them, how you implement a Caller Experience Marketing program makes all the difference.