A Troyanos Group, Ltd. Publication |
Volume III, October 2010 |
Call Center vs. Engagement Center – What’s the Difference?By By Tim SearcyCEO, ACCENT Marketing Services"The focus of a call center is about getting the most commerce out of a call in the shortest period of time. Whether selling or servicing, the interaction with the customer is short, sweet, and to the point with little or no relationship involved. Simply put, we are transacting business by phone, and it is as impersonal as ordering drive-thru at your local fast food restaurant." |
Is It Possible to Come Back From the Dead?By Andrew Salzman Principal, The Chasm Group"Kodak and Polaroid. DEC and Wang. GM, Ford, and Chrysler. Eastern and Northwest Airlines. Borders, Barnes and Noble, Businessweek and Blockbuster. Companies that were once dominant market leaders who are no longer. These companies were leaders in mature, established cyclical growth markets, where power shuffles back and forth among vendors. But the pace of change is merciless and secular change is on the rise." |
Words Matter Most: What You Say Is What You SellBy Denis Jakuc Writer/Brand Strategist"The expression used to be, 'the more you tell, the more you sell.' Now that many marketing appeals come via smaller-sized channels like emails, web windows and tweets, the quantity of your story is often limited by its format. Yet in today’s super-competitive arena, the story itself hasn’t diminished in importance at all. Even though you can’t always say more, it’s still true: 'what you say is what you sell.'" |
Deciding Where to CompeteBy Larry Gorkin Managing Director, Stonebridge Consulting Group"When HP announced plans in August to exit the PC business and build a position in software, the market reaction was immediately negative. HP’s stock fell over 20% in a day. A few weeks later there was a new CEO. HP’s soap opera provides a great case study about the opportunities and challenges in choosing where to compete for growth." |
The Troyanos Group, Ltd. is an Executive Search and Consulting firm specializing in Marketing and Marketing Communications. https://troyanosgroup.com/ |