By Emma Vas, Published October 11, 2014 Acquiring new customers is a costly process. Not only are new customer acquisition costs higher than retaining current customers, but successful customer retention helps to strengthen your brand identity and business reputation. Surprisingly, many businesses don’t have a customer retention strategy. Yet, if your company is entering a … Continue reading Customer Retention: The Science Of Keeping Your Customers Coming Back
By Theresa Mills, Published October 7, 2014 The customer service game has undergone a rapid transformation in recent years. New technology has meant that companies can deliver better customer service to more customers in more places in less time. But like with any game, there are rules. And breaking those rules can mean the difference … Continue reading 3 New Strategic Rules of Customer Service
By Chad Hill, Published October 6, 2014 The internet has changed everything. You might say that it’s put everything out in the open, with very little left to the imagination. Before the web and social media, every customer interaction was mostly a private matter between the business and the customer. Now it’s likely to be written … Continue reading For Better or for Worse: Six Ways the Web Has Changed Relationships Between Businesses and Consumers
By Anton Koekemoer Oct 06 2014 “How are we going to measure the effectiveness of our social media marketing campaign?”. This question is often asked when people are starting out with social media for marketing purposes. To cut the chase, social media isn’t a marketing method that delivers clear results and benefits – especially if … Continue reading 3 things you need to remember when measuring the success of your social campaign
This week the issue of follow-up, caused me to sit back compose myself once too often, and further it was the subject of a long discussion with my colleague who was also complaining about the lack of feedback/follow-up from other colleagues, business and #service providers as well as general feedback once communication has occurred. Although … Continue reading Follow-up! Before Your Competitors Do!
A Personal Story It’s hard for me to believe with everyone so connected on social media that some organizations still don’t understand the importance of customer service. As small business owners, we know first hand how our social connections can give our customers power. If they like something, they’ll share it online with their friends. … Continue reading How to Turn Your Customer Service into Social Media Care
Call centers are at the core of the customer experience and are often under constant scrutiny from the public and industry to ensure a high level of service is provided. Businesses today acknowledge that the sustainable differentiator between companies is driven by the level of customer care they provide and the subsequent impression left with … Continue reading Four Performance Metrics to Improve your Call Center
Customer engagement is the aim of any organization: it’s a sign of success and future growth. Customer engagement in co-promoting a brand is seen by many executives as THE means to customer experience business results such as increased market share, share of budget/wallet, retention, and lifetime value. But before you revel in all the hoopla, … Continue reading Customer Engagement is the Capstone of Customer Experience Management
How difficult is B2B selling today? Ask any sales professional and be prepared to settle in for a conversation that will take you on a journey that starts with how customers don’t have time to see them and that price enters into every conversation, and ends with how the organizations they work for demand more … Continue reading It’s Time to Rethink B2B Sales
Clients make businesses successful and rewarding, but can be unbearably unforgiving. Whether you’re the CEO, an administrative assistant, or somewhere in between, chances are you have dealt with a difficult client or two. Dreading these clients, or avoiding dealing with them, is emotionally vexing, and not a healthy and mutual relationship. But you may have … Continue reading 5 Difficult Clients We’ve All Had to Deal With
