David Feng — October 6, 2017 — October 6, 2017 Earlier this year, Michael Mandel from Progressive Policy published a piece about the growth of ecommerce sector jobs based on the latest data from the Bureau of Labor Statistics. From 2007 to 2017, the ecommerce sector has created roughly 397,000 new jobs in the United … Continue reading How 2 Brands Navigate the Chaotic Chat Channels of Modern Ecommerce Customer Service
Kristen Hayer — October 5, 2017 — October 5, 2017 I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. Since then, a number of people have asked about how to tackle various touch-points. It seems like most companies are pretty reliant on email, but customers … Continue reading Beyond Email: Ideas for Tech-Touch Customer Success
By Matthew Murray September 27th, 2017 “Give the customer what they want” is a tried and tested method for getting customer engagement and more sales. But what if your customers want something extremely specific? How can you make sure that what you’re showing them is exactly what they want to see? Imagine a situation where … Continue reading Dynamic Adwords: Show The Customer What They Want To See
Amazon appears to be an unstoppable powerhouse gobbling up its competitors. So how do you ensure your company’s survival? Contributor Joe Hyland explains why it comes down to creating engaging customer experiences that build brand loyalty. Joe Hyland on September 14, 2017 On day one of the recently completed Whole Foods acquisition, Amazon slashed … Continue reading When Amazon comes for your company, don’t lose focus on what matters: Your customer
Bradley Chalupski — September 14, 2017 — September 14, 2017 Growing a company’s customer service operation is never an easy job. Usually, great customer service execs who’ve already managed a moderate amount of scale are called upon to maintain performance across even greater scale. Unfortunately, creating great customer success departments requires a hands on approach … Continue reading Introducing the Future of Customer Support: Employee Motivation
From the early days of 18th century loyalty programs, techniques to improve customer loyalty have considerably evolved. Contributor Shawn Gold takes a look at the next iteration and how it can benefit your brand this holiday season. Shawn Gold on September 7, 2017 As we move closer to 2018, many retailers will try to break … Continue reading A brief history of customer loyalty
Maranda Dziekonski — August 25, 2017 Follow @marandasays — August 25, 2017 Congrats! You applied for a Customer Success position and are now preparing for your first interview. Whether this is your first time interviewing for Customer Success, or you’re an old pro, there are a few things that you should do to prep … Continue reading How to Prepare for a Customer Success Interview
Brooke B. Sellas — August 23, 2017 Follow @madSMscientist — August 23, 2017 Confession: Until recently, we didn’t have a customer retention strategy. I’m a small business owner with mostly word-of-mouth and repeat clients. Not having a plan for retaining clients is absolutely dumb (confession #2!). No matter where you are in the process of … Continue reading Increase Your Profits With This Customer Retention Strategy
In a noisy, hyper-competitive market, how do you stay ahead of your rivals? Contributor Kevin Bobowski explains why customer lifetime value and building a customer-obsessed organization are essential. Kevin Bobowski on August 23, 2017 What is your company’s competitive advantage? It’s a simple question but a difficult one to answer. And it’s getting more … Continue reading The one martech metric that really matters: Customer lifetime value
By Mandy Pennington August 17th, 2017 Today’s buyers and browsers have more ways to interact with businesses than ever. From voice search and proximity-based marketing to social media and live chat, it’s never been easier to connect with customers. But this increase in communication channels and platforms doesn’t necessarily translate to a positive customer experience. According … Continue reading Use Customer Journey Maps To Craft Better Experiences
