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Andrew Kokes

Member since January 2012Contact Andrew

With over 15 years of executive experience in the business process outsourcing industry, Andrew Kokes is focused on revenue growth through strategic solutions development and positioning of industry innovation. Mr. Kokes spearheaded the development of Sitel’s social media management platform in the call center, including people profiles, management process, measurement methods and proprietary technology application. To learn more about Sitel’s social-enable customer care, please visit http://bit.ly/SitelSocialCustomerCare.

Articles by Andrew All articles by Andrew

  • Where Are The Qualified Customer Care Pros? Everywhere! in MarketingTools: CRM on 09/24/2013

    Customer service was once overshadowed by product selection, availability and price. Today, as customer care continues to be the point of brand differentiation, business leaders are laser-focused the importance of excellent service experiences and retaining existing customers. As a result, organizations in every industry are working to improve the quality and relevance of customer interactions.

  • Is It Possible That Customers Prefer Technical Support That They Paid For? in MarketingTools: CRM on 07/23/2013

    Premium technical support improves customer experience and increases revenue.

  • Customer Experience: The New Point of Brand Differentiation in MarketingTools: CRM on 03/26/2013

    In an era when consumer products and services rapidly commoditize, the customer experience has become the point of brand differentiation. It matters more than ever before - as evidenced by an increasing number of businesses adding a Chief Customer Officer to their executive leadership team. A good experience has the power to unlock a lifetime of loyalty and advocacy. A bad one can be relayed across the world with just the click of a mouse. More than 86% of customers say they will simply stop using a brand after one bad experience, and 82% of customers will communicate their bad service experience with others. The quality of a customer interaction is becoming one of the top reasons for recommending a company.

  • Social Media Engagement In 5 Easy Steps in MarketingTools: CRM on 01/23/2013

    One of the most significant trends in customer engagement over the last three years is the rise of social media outside marketing and inside customer service. Social media is moving beyond contacts and interactions to a culture of community and collaboration for the most engaged and customer-centric companies.

  • The Omni-channel Approach: An Upgrade  in MarketingTools: CRM on 09/25/2012

    Multi-channel tactics are to customer care what green screen terminals are to personal computing. Multi-channel is full of siloed approaches, disparate decisions about what you think the customer may want, and provide very limited options for your customer to move between the channels you think they may want.

  • Answering The Social Media Call For Customer Service in MarketingTools: CRM on 01/24/2012

    Businesses without a customer service social media strategy put reputation and customer loyalty at risk.

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