Thomas Ewen — November 15, 2018 — November 15, 2018 geralt / Pixabay Companies often focus solely on customer experience, forgetting the actual driver for an excellent customer journey – their employees. According to the 2016 CXEvolution study by MaritzCX, “customer-centric companies are three times more successful at driving significant financial improvement and customer … Continue reading Five Powerful Employee Feedback Tips for Customer Experience Leaders
Sara Staffaroni — November 11, 2018 — November 11, 2018 rawpixel / Pixabay If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The Harvard Business Review did some digging and found that analyzing the productivity of … Continue reading How to Use Your Customer Journey Map to Increase Business Productivity
Katie Sweet — October 18, 2018 Follow @misskatiehrdy — October 18, 2018 Think about your inbox for a second – both your personal and work accounts. How many emails do you receive in a week that are completely irrelevant to you? Cold emails copied and pasted from generic templates, email blasts from companies you never … Continue reading How Personalized Emails Improve Customer Success and Loyalty
Debbie Qaqish — October 17, 2018 — October 17, 2018 If you ask B-to-B marketers to describe their primary focus, 90% of them will say it is net new acquisition. Marketers spend the majority of their time, money and efforts marketing to and engaging prospects. If this is the charter of marketing, this is fine, … Continue reading Is Acquisition Tunnel Vision Cutting Your Customer Lifetime Value Short?
Audrey DiMartinis — October 11, 2018 — October 11, 2018 SeppH / Pixabay Why Should You Care About Customer Onboarding? It’s simple. A refined customer onboarding process creates a better outcome for the customer. No matter what you do, if you work with clients, your customer onboarding process needs to be rock solid and poised … Continue reading 5 Ways to Fast-Track Your Client Onboarding for Customer Success
Brian Wallace — October 5, 2018 Follow @nowsourcing — October 5, 2018 Customers expect high quality service when they interact with their suppliers, and why shouldn’t they? Among customers that switch vendors, 66% do so because of high prices, rates, and fees and 32% because of serious problems with services, like mistakes or failures. Above … Continue reading Preventing Customer Churn Through One Simple Act [Infographic]
‘When the map and the terrain disagree,’ conference chair Scott Brinker reminded the audience, ‘trust the terrain.’ Barry Levine on October 3, 2018 Akamai CMO Monique Bonner at the MarTech East conference “The Universe is made of stories,” the poet Muriel Rukeyser once proclaimed, “not of atoms.” Similarly, the marketing universe isn’t made of … Continue reading Message to marketers: Mind the customer before the tech
CDP evangelist David Raab shared common myths and realities of customer data platforms during the 2018 Martech Conference in Boston. Amy Gesenhues on October 3, 2018 David Raab, founder of the vendor-neutral CDP Institute, shared his insights into what CDPs (customer data platforms) can and can’t do, during Tuesday’s MarTech Conference session aptly titled … Continue reading Customer data platforms ‘not a silver bullet,’ says CDP Institute founder
Affiliate New Customer Revenue Rose 45% In Q2 2018 by Laurie Sullivan @lauriesullivan, September 28, 2018 Easter, Mother’s Day, Memorial Day and back-to-school all provide opportunities to grow affiliate marketing programs, but opportunities for marketers and brands increase heading into the end-of-year holiday season. Acceleration Partners, a global performance marketing agency, released the results of … Continue reading Affiliate New Customer Revenue Rose 45% In Q2 2018
Paul Selby — September 25, 2018 Follow @Paul_at_SN_CSM — September 25, 2018 Source: Pexels.com Customer Service Week is only a week away. This week of celebration is a great opportunity to acknowledge the work of your customer service staff. Frontline agents are one of if not the most important asset in your service center. Maybe … Continue reading 3 Ways to Honor Agents Beyond Customer Service Week
