Liz Kislik

Liz Kislik
Why Hang Up on Inbound Opportunities?

Turn customer service calls into customer research connections Today’s consumers complain about being overmarketed to and about the frustration of broad-brush, undifferentiated or manipulative marketing techniques. Simultaneously, your competitors seem to be waging an ever-escalating battle to gobble up your market share. So minimizing customer attrition and gaining more of your customers’ wallets and loyalty takes smarts, not to mention every tool at your disposal. The more you can learn about your customers’ views and preferences, the more targeted your shot at providing desirable products, offers and services. You can gain some incremental value out of your current transactions by using the contact as

Fixes for Outbound Telemarketing Complaints

by Liz Kislik A telemarketing rep just hung up on me—literally disconnected me while I was speaking, probably because I asked too many questions about an offer that sounded too good to be true. It was quite clear that she felt I should order now or stop wasting her time. This particular business-to-business call from a large and reputable supplier of digital phone service reminded me of everything I hate about outbound telemarketing and prompted me to ask a few other people what they hate about the calls they receive. Because I believe in the immediacy and persuasiveness of the medium, I took this