Chris Meneze, President & CEO of Motif, Inc. shared his insights at the conference. The title of his presentation was Transforming Customer Support from the Bottom of the Totem Pole to the Top.

This involves transforming customer support from a cost to a revenue-focused center, using the Cost-to-Revenue Framework. Traditionally, companies viewed customer support as necessary for product repairs or returns. With the new breed of on-line business models created through technology and applied human judgement, customer support has now become the first human touch to sell, up-sell and cross-sell for companies.
 
The framework builds a robust, predictive and sustainable model to gain customer loyalty. Extending the framework to design and operate a predictive analytics mechanism generates global reach, reduction in the number of customer contacts and service recovery using granular customer segmentation and actionable insights.

The framework moves retailers away from the current siloed approach and integrates the sales-marketing-service functions. It leverages support and web analytics to enhance revenues without incurring extra cost.

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In addition, our team shared their in-depth understanding related to continuous enhancement of NPS (Net Promoter Score), CSAT (Customer
Satisfaction) and FTR (First Time Resolution). Online retailers, vendors and consultants were present at the conference.  Social  Media  Listening and Online  Fraud  Prevention were the key interest areas.

Online Retailer Expo & Conference is one of the world`s largest e-commerce and digital marketing events for retailers. Providing hard-to-get content on all matters related to e-retailing, from understanding the competitive landscape and tapping e-commerce solutions to improving e-marketing programs and redesigning websites to improve sales, Online Retailer is a must-attend event for anyone interested or involved with online and multichannel retailing.

For more information, please visit: http://www.onlineretailer.net

Motif participated at the Internet Retailer Conference and Exhibition (IRCE) in Chicago, Illinois. Motif showcased its Customer Support, Social Media Listening and Fraud Prevention Services at the conference.

Motif’s experts shared their insights on how to continuously improve NPS (Net Promoter Score), CSAT (Customer Satisfaction) and FTR (First Time Resolution). Online retailers, vendors and consultants were present at the conference and showed keen interest in the areas of customer support, social media listening and online fraud prevention.

IRCE is one of the largest e-retailing shows where retail, catalog, manufacturing and consumer service companies that specialize in e-retailing were present. It also includes vendors in e-commerce along with scores of finance, research, consulting and publishing enterprises. This year`s conference focused on the urgent need for e-retailers to reinvest and reinvent their online retail businesses in the wake of the recession in order to capitalize on the industry`s certain return to double-digit growth.

For more information, please visit: http://irce.internetretailer.com/2010/

Motif sponsored the IQPC and Callcentres.net’s Contact Centres Asia 2010 conference event which was held from January 26-28 2010, at the Goodwood Park hotel in Singapore. The focus of the conference was how contact centre related strategies drive business outcomes such as enhanced customer experience.

Motif’s President and CEO, Chris Meneze, delivered a session on “Ultimate Guide to Excellent Customer Service with Fraud Prevention” and launched Motif’s managed fraud services, in partnership with Pete Selda, CEO of 41st parameter – the leading vendor in online fraud prevention.

For more information on the conference, visit http://www.contactcentresasia.com/Event.aspx?id=232570.