Tag Archives: CUSTOMER

CMO Priorities Conflict With Delivering On Customer Experience

CMO Priorities Conflict With Delivering On Customer Experience by Laurie Sullivan @lauriesullivan, April 25, 2017 New data from the CMO Club and Signal paint a conflicting picture of CMO priorities and what they plan to spend to retain existing customers and make new friends. Nearly half of CMOs say they will spend between 30% and … Continue reading CMO Priorities Conflict With Delivering On Customer Experience →

3 Keys to a Killer Social Media Customer Support Strategy

Social Media Engagement

Joei Chan — April 24, 2017 Follow @joeei— April 24, 2017 When I’m not happy with a brand, I don’t hesitate to complain on social media, and when I don’t get a response, I don’t hesitate to switch to their competitor. Sounds a bit extreme? Unfortunately, I’m not the only crazy one. Companies who ignore … Continue reading 3 Keys to a Killer Social Media Customer Support Strategy →

10 Important Customer Service Skills (and How to Identify Them)

Customer Satisfaction

Vitaliy Verbenko — April 18, 2017 Follow @helpracing— April 18, 2017 If you’ve ever hired for a customer service position, you know how important it is to settle on the right candidate. And since customer service employees are the face and voice of your brand, it’s definitely something that you can’t afford to get wrong. … Continue reading 10 Important Customer Service Skills (and How to Identify Them) →

Getting Real Business Value from Customer Journey Mapping

Customer Engagement

Joe Wheeler — April 18, 2017 — April 18, 2017 I spend a lot of time with client organizations that have invested both time and resources into mapping their customers’ journey so I have seen the gamut of touchpoint maps, emotional curves and even on one occasion, the stunning graphical portrayal of the path taken … Continue reading Getting Real Business Value from Customer Journey Mapping →

Putting Customer Pain Points at the Center of Your New Product

Product Management

Augustus Franklin — April 17, 2017 Follow @augfrank— April 17, 2017 Every marketplace has its gaps or customer pain points. Any new entrant to a market will have to scour the market for existing gaps and attempt to fill them with their business. As marketplaces evolve, so do the shape and size of these gaps. … Continue reading Putting Customer Pain Points at the Center of Your New Product →

How to Get Your Customer Success Budget Increased

Budgeting

Irit Eizips — April 14, 2017 — April 14, 2017 To scale, one needs a bigger budget. You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Additional team members will help keep … Continue reading How to Get Your Customer Success Budget Increased →

How To Design The Perfect Customer Journey For Successful eCommerce Conversion Rate Optimization

eCommerce Conversion

By Khalid Saleh April 11th, 2017 Let’s be honest – We all would love to have a conversion funnel that converts at an incredible rate. Every shopper who visits our eCommerce website loves it and becomes a loyal customer. Sounds hard to believe, right? You guessed right, it is extremely difficult to please all kinds of … Continue reading How To Design The Perfect Customer Journey For Successful eCommerce Conversion Rate Optimization →

Holistic UX: How to Hack Your Way to a Strong UX Across Every Customer Engagement Point

User Experience

AJ Agrawal — April 7, 2017 Follow @ajalumnify— April 7, 2017 Its no longer enough to simply create a strong product. Brands today must also create amazing customer experiences – both on and offline. How a customer engages with your company across every touchpoint impacts their overall view of your brand. You might offer an … Continue reading Holistic UX: How to Hack Your Way to a Strong UX Across Every Customer Engagement Point →

6 reasons why building your own customer data asset is a recipe for marketing success

Marketing Strategy

Don’t let an overabundance of tech solutions and partners spoil the broth. Columnist Mike Sands cooks up six questions to ask yourself to ensure you’re in control of your customer data. Mike Sands on April 5, 2017 Customer data. It’s a brand’s special sauce. But right now, there are too many chefs in the … Continue reading 6 reasons why building your own customer data asset is a recipe for marketing success →

The marketing automation generation: Fulfilling the mandate for customer life cycle marketing

Marketing Automation

B2B marketing automation specialists have become skilled at generating qualified leads from inquiries, but columnist Scott Vaughn believes that to be most effective, they need to expand their view and consider the entire customer life cycle. Scott Vaughan on April 3, 2017 Nearly a decade into the marketing automation (MA) revolution, we’ve developed a … Continue reading The marketing automation generation: Fulfilling the mandate for customer life cycle marketing →