Conversational Marketing |
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There's power in numbers, yet when it comes to the many service channels available today, we often encounter companies that have taken a "divide and conquer" attitude. Each channel acts as another avenue for customer support, yet the interactions rarely converge into a single path toward problem resolution. Consumers frequently find themselves bouncing between live and self-service channels as they try to solve problems on their own, expecting consistency only to discover conflicting information.
Melissa is the marketing communications manager at Neolane, Inc., assisting with the public relations, customer reference, and analyst relations programs. In her spare time, Melissa is on the board of directors for The Publicity Club of New England.