Tag Archives: CUSTOMER

The Framework That Will Help Craft Your Customer Engagement and Personalization Strategy

Brian Johnson — November 4, 2019 We all know that personalization makes a difference. At Christmastime, what makes you feel better, a gift from a loved one that was picked out perfectly for you or a regifted gift card? Personalization makes a difference. So it comes as no surprise that personalization makes a difference when … Continue reading The Framework That Will Help Craft Your Customer Engagement and Personalization Strategy →

The 3 Vs to Reduce Membership Site Customer Churn

Membership Business

Qhubekani Nyathi — October 31, 2019 Follow @qtnyathi A high customer churn rate is the Achilles heel of every membership site. If it’s not managed well, you lose more and more members. Profits dwindle and you may eventually shut down a once-thriving community. Studies show the average churn rate of a healthy subscription-based business is … Continue reading The 3 Vs to Reduce Membership Site Customer Churn →

What Does the Growth of Advocacy Mean For Customer Success Teams?

Customer Satisfaction

Teresa Becker — October 29, 2019 As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. Although they are true champions of your brand and your product, advocates are definitely shaking things … Continue reading What Does the Growth of Advocacy Mean For Customer Success Teams? →

How to Future-Proof Your eCommerce Site for the Millennial Customer

eCommerce Conversion

Lisa Morgan — October 28, 2019 A look at the technologies and eCommerce design trends that will define successful eCommerce businesses in the future. According to a 2019 study from CouponFollow, millennials now make 60% of all purchases online, up from 47% in 2017. While baby boomers in the UK are 17 times wealthier than … Continue reading How to Future-Proof Your eCommerce Site for the Millennial Customer →

Develop a Customer Journey Strategy: Examples and Tips

Customer Communication

Mia Jacobs — October 28, 2019 Customers want to see the value of your product or service—fast. They bought your product to solve a specific problem and if they are unable to achieve the desired outcome, they may churn. By helping customers achieve their own goals using your product, you’ll create loyal customers for life. … Continue reading Develop a Customer Journey Strategy: Examples and Tips →

Strategies to Increase Customer Lifetime Value

Customer Retention

Larisa Bedgood — October 23, 2019 Follow @www.twitter.com/V12Data Strategies to Increase Customer Lifetime Value Customer Lifetime Value (CLTV) is the total worth to a business of a customer over the whole period of their relationship. CLTV is an important metric, especially considering it costs less to keep existing customers than it does to acquire new … Continue reading Strategies to Increase Customer Lifetime Value →

B2B marketers look to match B2C in level of customer experience

B2B Marketing

Study says B2B marketers need to prioritize data governance to improve CX. Jennifer Cannon on October 21, 2019 Customer experience (CX) has become an increased focus for marketers across industries, but many B2B marketers feel as though they need to catch-up to their consumer-facing counterparts to deliver better experiences. Nearly 90% of B2B marketers think … Continue reading B2B marketers look to match B2C in level of customer experience →

Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience

Customer Experience

Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience by Laurie Sullivan @lauriesullivan, October 18, 2019 Hunter Douglas, a manufacturer and marketer of custom window treatments, found a new way to analyze customer communications to make better products and improve customer service by using “unsolicited feedback” from consumers. By analyzing customer service calls, call center … Continue reading Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience →

Marketer Uses Speech Analytics Feedback To Improve Customer Experience

Customer Experience

Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience by Laurie Sullivan @lauriesullivan, October 18, 2019 Hunter Douglas, a manufacturer and marketer of custom window treatments, found a new way to analyze customer communications to make better products and improve customer service by using “unsolicited feedback” from consumers. By analyzing customer service calls, call center … Continue reading Marketer Uses Speech Analytics Feedback To Improve Customer Experience →

5 Reasons Consumption-Based Customer Success Is Different

Consumer Behavior

Nick Mehta — October 10, 2019 Follow @nrmehta Every meeting I have with leaders about customer success starts pretty much the same: “Nick, before we get started, I want to let you know that our business is a little different from most typical companies.” The myth of the unique business model Maybe you’ve heard this … Continue reading 5 Reasons Consumption-Based Customer Success Is Different →