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The formula for marketing used to be simple: Identify your target audience, create an advertisement, sprinkle in some consumer psychology and call it a day (or at least that's how it seems to work on Mad Men). However, in today's digital landscape, marketers may find themselves overwhelmed by the dizzying array of tasks required to track every marketing asset. Transera, a developer of contact center software, recently announced that musical instrument manufacturer Roland Corporation has begun using the Transera Global Omni-Channel Contact Center Solution in its Japan-based call center. Wix, developer of a website building platform, has announced that it will upgrade its services with the inclusion of customer relationship management (CRM). The customer is always right is an age-old adage that urges customer service reps and businesses to put customer service at the top of their priorities lists. There are fewer things that can harm a company more than a bad customer service experience; dissatisfaction amongst customers has a significant financial outcome for businesses in lost revenue. Customer support is the opportunity to connect to your customers on an emotional level. So who does it best and who could use a few lessons in basic customer service? If you ask marketers to describe their work in a sentence or less, they might answer you with the old cliche, there aren't enough hours in the day. That's because, according to a recent Zmags survey, nearly 70 percent of marketing professionals feel challenged by time constraints when crafting content for their marketing campaigns. Brands who do not have a presence on social media are perhaps doing a disservice to their customers; we're far removed from the days when handling a problem involved a phone call or waiting 48-hours for an email. Today, the customer is socially savvy, and while newer channels have opened up the lines of communications, brands not only have to be where their customers are, they have to do a lot of damage control. What is your typical customer service experience when you're sitting in the role of the customer? Is it you're spending time on the phone with a company, waiting on hold and moving through phone trees until you get to the right person? Are you instead one of those individuals who reports on an issue via social media and waits for a near instant response? Or do you prefer Web chat where you can get a little help while also using self-service?
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