John Oechsle — December 15, 2017 Follow @hjoech — December 15, 2017 With increased demand, traffic, customer interaction and sales (hopefully!) this holiday season comes a cascade of opportunity for invaluable customer information capture. This is a truly special time of year—and that holiday magic certainly extends to the small business world. Starting with Black … Continue reading This is the Time of Year for Small Business Customer Information Capture
Robert C. Johnson — December 15, 2017 Follow @TeamSupportCEO — December 15, 2017 geralt / Pixabay Some businesses feel at least a step behind their customers when it comes to customer service. If this is you, don’t panic! You’re not alone and it wasn’t all that long ago when having customers send you emails about … Continue reading 4 Things to Consider When Planning Your 2018 Customer Service Strategy
Lindsay Smith — December 2, 2017 — December 2, 2017 The other day, I heard a podcast in which Gary Vaynerchuk said, “If you care more about the end consumer than you care about your own self, you will win”. This is the heart of Customer Success. Gary’s background is in the wine industry, which … Continue reading Does Customer Success Mean Anything Outside of SaaS?
Brooke B. Sellas — November 24, 2017 Follow @madSMscientist — November 24, 2017 Social listening is imperative to any social media strategy. Why? Because, whether you know it or not, conversations about your brand are already happening! Here’s how to leverage social listening to uncover and decode your brand mentions (and join the conversation). Get … Continue reading How To Use Social Listening To Leverage Customer Conversations
Successful CMOs are embracing analytics to gain a competitive advantage. Columnist Nandini Rathi discusses how you can set up a sophisticated analytical framework for data-driven marketing. Nandini Rathi on November 21, 2017 In this data-driven age, marketers can no longer afford to be analytics-agnostic. Without analytical sensibility, data-driven insights are hard to come by. … Continue reading 5 best practices for transforming the customer journey through analytics
By Heba Hosny November 14th, 2017 Throughout my article Memories of A Content Marketing Guru (1), I detailed proven customer retention tactics as well as content marketing best practices based on my personal experience. In this article, I will be presenting a detailed case study showcasing how to create a stellar customer experience (CX) during … Continue reading Memories of A Content Marketing Guru (2): Optimizing Customer Experience [Case Study]
Marketers are keen to deliver better customer experiences, but it takes time and a smart strategy. Columnist Dayle Hall shares four things you can do to make it happen. Dayle Hall on November 10, 2017 Marketers have a lot of different priorities these days. One thing that many of us have in common, … Continue reading Delivering great customer experiences doesn’t happen overnight
Multilocation businesses face some unique challenges in today’s local search landscape, but columnist Thomas Stern believes they can succeed by finding the right balance between centralized data management and localized content production. Thomas Stern on November 9, 2017 Local SEO drives customer actions for businesses of every size, from local mom-and-pop shops to large … Continue reading Local SEO: Driving customer actions for enterprise-level brands
Josie Scotchmer — November 1, 2017 — November 1, 2017 All businesses are guilty of it, focusing daily on acquiring new customers, ensuring they convert with their brand and not with a rival company… and then forgetting about them, until it’s time to lure them into making another purchase. But, after the conversion, what do … Continue reading Is The Transactional Email Experience Critical For Customer Loyalty?
Lisa Kilker — October 27, 2017 Follow @getpose — October 27, 2017 Photo by Tim Gouw via Pexels If you’ve ever worked retail, you can commiserate. You have a customer that you’ve gone out of your way for, bent over backwards, called in favors, but they are still not happy. When is enough enough? Can … Continue reading How to Deal With an Unhappy Customer and Their Negative Review
