Re-Thinking Call Center Investment The conventional wisdom is that investing in call centers increases customer satisfaction. In some circumstances, that’s true. Most of the time, though, reducing costs actually results in increasing customer satisfaction. While this may seem counter-intuitive, most customers don’t want to call anyone these days and are annoyed when they have to take […]
This month, we examine how internal branding can build brand love, turn your employees into advocates, and boost the bottom line. While companies spend millions of dollars on external communications, many overlook one of the most important components in establishing brand love and loyalty: Internal branding. Taking the time to ensure that you have a […]
At Martellus, we have been exceptionally lucky to have a team of seasoned Experts working with clients in an expanding number of fields. As leaders, we are committed to paying it forward by helping others find the same sense of fulfillment that we have – this season and throughout the coming years. Fulfillment, Purpose and […]
With traditional marketing channels drying up and consumer attention increasingly fragmented, content marketing is key for brands to reach their core audience. Many, though, are not seeing the success they hope for. One common mistake is confusing content marketing with advertising. The rules of the game are different. Messaging that is consistently too product-focused rather […]
According to a recent study by The Aspen Institute for the Future of Work (done in conjunction with the Markle Foundation, Burson-Marsteller and TIME), 70% of companies surveyed said they believe more businesses will move to an on-demand labor model. While the rapid expansion of the sharing economy is garnering its share of headlines, one of […]
Even for the most customer-centric companies, issues occur. How a company deals with problems is what matters. Service Recovery represents the willingness and ability of a company to prove its commitment to customers. The other day, I was in line at the local tea store when their computer system went down, forcing personnel to process […]