Kaushik's Slow Dance of Click-to-Call and Caller-to-Web

Click to Call and the Reverse: Kaushik's Slow Dance Required

Click-to-Call and Caller-to-Web technologies are increasingly visible within mobile apps, and does appear on some web sites. Increasingly, agile organizations can swing both ways: get web visitors to phone, and get support calls to refer to web resources (including peer to peer social content). 

Some technologies combine the best of voice calling and web sites. Online self-service is now the most common (one hesitates to use the word “popular”) channel for customers, according to a 2015 Forrester report.

Future collaboration tools – all reliant on steadfast Internet connectivity – will increasingly blur the distinction between video, chat, phone and web.

Avinash Kaushik’s “slow dance” strategy may be slow, but it will likely have a greater variety of personalized steps.

Note: The full story is a white label report that appears on a major telecomm site. For more, see Storyteller.tech. 

Image credit: Cliff | Flickr

Customer Data Security Tops ISP Survey of Small Business Patrons

Data Security Tops Small Business Patron Concerns

https://www.flickr.com/photos/jasonbaker/

A recent survey of more than 800 patrons of small businesses examined consumer attitudes toward company web sites, use of social media and responsiveness to product and service reviews. While some findings followed intuition -- such as the preference women express for companies which are active on Facebook -- a surprising outcome was about something else altogether.

More than any other factor, customers cited the need for small businesses to protect the privacy of data they hand over. In other words, expectations are high for companies to crunch data to personalize and target, but even higher for that data to be protected. Fully 79% of respondents cited securing their private data as the highest priority for companies they would patronize.

Note: The full story is a white label report that appears on a major telecomm site. For more, see Storyteller.tech. 

Image credit: Jason Baker (Flickr) 

Growing Loyalty for Loyalty Programs among Small Business

VentureBeat Report on FiveStars

Are small businesses convinced that loyalty programs can work for them, too?  Apparently the VC firms behind FiveStars believe they are. as FiveStars has been rewarded with a third round of $50 million to support the firm and its 350 employees. 

I look at the general outline for loyalty programs and the benefits and risks for small businesses. 

Note: The full story is a white label report that appears on a major telecomm site. For more, see Storyteller.tech.