At the end of the last decade we saw Amazon snap up Zappos for $928 Million. Combining two of the most customer focused organizations I am aware of on the web and making one of the most powerful customer centric companies out there.More
It’s no surprise that Direct Marketing response rates have dropped to a historic low with success rates in the low single digits. And further - that marketing organizations are becoming increasingly focused on Inbound Marketing (credit HubSpot for creating this term) which are a source of much higher response rates.More
Back in the year 2000, Malcolm Gladwell published his landmark book called The Tipping Point. And little did he know 9 years later he would have set the stage for how many Contact Centers handle Social Media?More
Firey laptop batteries, defective chips, tainted foods, toothpaste that stains teeth – these are just some real examples of issues that struck companies recently that might have been headed off at the pass by Social Media.More
An obvious win for companies looking to jump into Social Media is in the Customer Support area. As more and more customers voice their opinions online, the choice is not if you should be responding using Social Media, but when are you going to start responding. More
Ok, let’s say you are searching the web for a new fishing rod. You find the right website but you are having trouble locating the right rod and reel combination. Frustrated you consider giving up but give it one last shot and decide to call the 800 number on the site. And instead of getting the usual IVR tree – you are prompted for your Facebook id. More
If you have never seen this web page http://twitter.zappos.com/ - you should! With legions of Twitter-ers on staff - 432 to be exact - Zappos make customer service look: easy, decentralized, and inexpensive. But that begs the question - what impact will Twitter have on today’s customer contact centers?More
It's a very exciting day for me here at Avaya. We just launched a new product that is a true leap frog from where most enterprises are today and will make it easier for enterprises to integrate social technologies like Facebook into their overall communications and contact centers while saving them real dollars in the near term.
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Paul Dunay has spent more than 20 years in marketing, generating demand and creating buzz for leading technology companies such as Google, IBM, Microsoft, Oracle, SAP, Nuance, Cisco and BearingPoint. He also has delivered work for American Express, Motorola, Genzyme, Novartis, Citigroup, Cendant and Ernst & Young.
Paul currently is the Global Managing Director of Services Marketing for Avaya. His unique approach to integrated marketing has been recognized as the 2008 Winner of the DemandGen Award for Utilizing Marketing Automation to Fuel Corporate Growth, a 2007 & 2006 finalist and the 2005 winner of the Driving New Demand award by the Information Technology Services Marketing Association (ITSMA).