Sally Hooton

How often do you monitor data relevant to your customer service? Do you know how good your customer service metrics are . . . have you measured them? How well do your teams perform when it comes to customer care – keeping them happy, dealing with complaints, upselling, cross-selling, responding quickly to their enquiries? Are your employees pulling their weight and helping to retain your precious customers? Rafferty Gifford shows how you can track their performance.

Dreams of lifting the World Cup 2018 have been dashed for England fans . . . but the event has been a winner for the Football Association’s email programme, which recorded a hugely successful uplift. Guy Hanson charts how sentiment and outside influences affect email performance stats. As England’s unexpected march to the World Cup semi-finals gathered momentum, a sub-plot was the ‘re-connection’ of fans with their team.

Have you ticked off from the top of your agenda, segment lists? Or is it too big a task and one you are avoiding? Even if it is hugely time-consuming, it is so worth it – as this report shows. Learn why segmentation is vital and find out the ‘how-to’, here: Segment lists and watch results rocket! Here’s how – the GMA has partnered with Demand Exchange to bring you this report from Act-On, which tells how to do just that.