Maybe it’s time to rethink your approach… B2B marketers are focusing more and more on making sure their customers are successful after they’ve signed the contract and started using your product or service. This renewed attention helps in a couple of ways. First, successful customers are happy customers, and they are more likely to renew … Continue reading What is customer marketing?
Sahail Ashraf — March 14, 2017 Follow @Talcontent— March 14, 2017 There is a lot of talk flying around at the moment regarding robots and how they are eventually going to steal everybody’s job. This may not happen (but we think something very close to it will), but one of the most obvious points of … Continue reading Are The Chat Bots Taking Over The Social Media Customer Support Experience?
Jomer Gregorio — March 6, 2017 Follow @JomerGregorio— March 6, 2017 Throughout the years, the importance of building a stronger relationship with existing customers has been a priority of many businesses, especially those that operates in the business-to-business sector . Many companies have already realized that gaining new customers should not only be the sole … Continue reading The Top 8 B2B Customer Marketing Trends in 2017 [Infographic]
Scott Baker — March 8, 2017 — March 8, 2017 There’s no doubt that Customer Support is a noble profession. The entire goal of SaaS Customer Support is helping people be successful, teaching them new skills, and solving their problems. When confused customers reach out with problems they can’t figure out, it feels great to … Continue reading 5 Face-On-Keyboard Moments All SaaS Customer Support Agents Can Relate To
Jana Barrett — March 8, 2017 Follow @_janabarrett— March 8, 2017 You’ve heard it before: It’s much cheaper to retain customers than it is to earn new ones. Data from a Harvard Business School study showed that increasing customer retention by just 5% can lead to a 25-95% increase in profits. But that’s not all. … Continue reading 3 Ways to Increase Retention with Customer Feedback
David Little — March 7, 2017 — March 7, 2017 If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below. Take note … Continue reading Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers
David Little — March 7, 2017 — March 7, 2017 The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a … Continue reading How to Define Your Priorities and Build a Plan for Customer Centricity
Chris DiMarco — March 3, 2017 — March 3, 2017 Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them. ~ Kevin Stirtz, Strategy Manager (Practical Law) at Thomson Reuters You most likely already have a presence on at least … Continue reading How to Seamlessly Add New Social Channels for Customer Service
Harry Rollason — March 1, 2017 — March 1, 2017 A common debate for brands just starting their Social Care journey, is whether customer service should be delivered from the brand’s primary Twitter handle or if a dedicated service handle should be created. This decision also differs from industry to industry. If airlines or hotels … Continue reading Should You Have a Separate Twitter Handle for Customer Care?
Columnist Chandar Pattabhiram discusses the important of customer retention in an age where switching costs to consumers are low. Chandar Pattabhiram on March 1, 2017 In my last post, I expanded on the concept of the “Engagement Economy,” today’s world where everything and everyone is connected. This world presents a new playing field for marketers … Continue reading The new customer marketing lifecycle in the Engagement Economy
