Ellen Christenberry December 13, 2020 A company recently charged me for a duplicate purchase I didn’t make. I knew if I didn’t jump on a call with customer service right then and there, I’d likely forget (or procrastinate) until it was too late and I couldn’t get the charges removed. So, I dropped everything I … Continue reading How to Stop Abandoned Calls From Ruining Your Customer Satisfaction and Toppling Your Other Call Center Metrics
Mark Ungerman December 9, 2020 There are many ingredients a small business can use to create consistent, sustainable growth. One underappreciated element is customer service. The relationship between customer service and business growth may seem unclear at first, but the most successful small business leaders know that effective service directly influences revenue and profits. To … Continue reading Stimulate Small Business Growth with Proactive Customer Service
Brands Change Tactics, Increase Focus On Customer Marketing, Advocacy, Study Finds by Ray Schultz , December 4, 2020 The discipline of customer marketing has undergone a shift during the COVID-19 pandemic, judging by State of Customer Marketing, a study by customer engagement firm Influitive. In 2017, the top activities conducted by marketing teams were customer … Continue reading Brands Change Tactics, Increase Focus On Customer Marketing, Advocacy, Study Finds
How 1-800 Contacts responded to record stay-at-home demand. Rodric Bradford on December 1, 2020 Hindsight may be 20/20, but 1-800 Contacts, the largest contact lens retailer in the U.S., had the foresight since back in 2018 to combine personalization with an efficient e-commerce and shipping experience, leaving them prepared for this year’s increase in online … Continue reading 1-800 Contacts doubles down on the digital customer experience
Hugh Stephens November 23, 2020 When was the last time you’ve talked to a brand on social media? Would you like to learn how to use that experience to improve your brand’s customer service on Instagram? In this article, I’ll show you how to use Instagram to provide customer service. You’ll also learn tips and … Continue reading Customer Service on Instagram: The Complete Guide
Mapping The Customer Odyssey: Large Firms Say They’re Good At It by Ray Schultz , Columnist, November 12, 2020 Customer journey mapping is a complicated science. But bigger firms are grasping it, judging by The Enterprise Perspective on Customer Journey Mapping, a new study by Ansira done in partnership with Ascend2. Of the enterprise companies, … Continue reading Mapping The Customer Odyssey: Large Firms Say They’re Good At It
Mary Lister November 13, 2020 You’ve probably heard of CRM software—used it in the past, gotten sales calls about adopting one, wistfully wished your customer data was nicely organized inside one. But if you haven’t, don’t worry. I myself was once a wet-behind-the-ears college intern throwing acronyms around like candy without any clear idea what … Continue reading CRM: What Your Small Business Needs to Know About Customer Relationship Management
Zeta Rethinks Customer Data, Launches Next-Generation Platform by Laurie Sullivan @lauriesullivan, November 6, 2020 Marketing tech-company Zeta has launched an enhanced version of a traditional customer data platform it calls CDP+, designed to integrate the company’s proprietary live-signal data and predictive AI scoring. Data remains at the core of this platform. “Acquisition and retention funnels … Continue reading Zeta Rethinks Customer Data, Launches Next-Generation Platform
Danielle Rhodes November 5, 2020 The processes companies use to attract and retain customers are most commonly referred to as the buyer’s journey and the customer’s journey. These two very different efforts are commonly confused with one another. Marketers don’t always understand the difference between the two or which one they need. Most importantly, as … Continue reading The Customer Journey vs. The Buyer’s Journey, What You Need to Know
Dariya Lopukhina November 2, 2020 geralt / Pixabay We’ve all seen AI-based product recommendations in action. Amazon, an eCommerce giant that started out selling cheap books now runs on AI-powered systems that recommend products to customers. Known as recommendation engines, these prove very effective ways to generate more revenue without the need to keep increasing … Continue reading AI-Based Product Recommendations: How to Reach Today’s Customer
