by Erin McElweeOctober 24, 2016 Before the technology to power online personalization was possible, brands were essentially forced to have a one-sided conversation with their customers and prospects. Strategy meetings went something like this (with special emphasis on to, of course): Our target market is X. How are we going to speak to them? Now … Continue reading What Does “Customer Loyalty” Mean for Ecommerce Brands in 2016?
by Lisa Manthei Follow @emarsysOctober 23, 2016 It costs a lot to acquire a new customer, but unfortunately for marketers, most will make a single purchase and never return to make another. Cultivating a repeat customer, on the other hand, costs far less than acquiring a new customer. In fact, it costs between five and … Continue reading What’s the Relationship Between Personalized Marketing & Customer Retention?
by Jessica Edmondson Follow @ContentMktg2October 22, 2016 Herman Melville’s mishaps and how to avoid them with referral marketing Recently, Christopher Ross, Research Director at Gartner, published a very interesting article entitled, Moby Dick Marketing, on the Gartner blog. As the title suggests, it referenced Melville’s novel Moby Dick, and explained that while this novel is … Continue reading Capture Your Customer Acquisition ‘White Whale’ with Referral Marketing
by KC Claveria Follow @kcclaveriaOctober 21, 2016 An increasing number of companies are transforming product development by embracing a design method that puts the customer first. Instead of relying on people’s gut instincts, this new design framework cultivates empathy for users, emphasizes iteration and prototyping, and promotes tests throughout the process. It’s called design thinking, … Continue reading How the Design Thinking Process Improves Innovation and Customer Experience
Greg Sterling on October 19, 2016 Brands and marketers make lots of assumptions about their customers, about who they are, about the distance they’ll travel to buy the product or service and so on. These assumptions are often based on perceptions, hearsay, anecdotal information or survey data. Location data, like that from Foursquare and … Continue reading Facebook automotive data indicates broad value of location-based customer insights
by Akhila IrukuOctober 13, 2016 Helping customers get the most value out of your product is a top priority for most customer success teams. In order to do that, CSMs must be the strongest advocates of your customer’s needs internally as we are the cornerstone of client-facing interaction. Here are some ways your team can … Continue reading How to Be an Advocate for Your Customer
by Loren VittetoeOctober 5, 2016 Customer Success is a relatively nascent term, having emerged as a more critical role with the shift in focus towards customer engagement and satisfaction by SaaS companies. Given Customer Success is still in early days, there is not necessarily a set of “best practices” for how to compensate your Customer … Continue reading Compensation Structures in Customer Success
by Danny GoodwinOctober 7, 2016 Are you responding to your customers’ tweets on Twitter? If not, you could be losing out on revenue and loyalty, according to a new Twitter study. Twitter’s study examined three industries – airlines, quick-service restaurants, and telecoms – and found that brands that were responsive to tweets from customers were … Continue reading Twitter & Customer Service: Friends With Benefits
by Zach Heller Follow @zhellerOctober 5, 2016 Last week we suggested that marketers and small business owners should secret shop their own companies to experience things the way their customers do. But don’t stop there! Secret shop your whole industry. When you become your competitor’s customer you can learn a lot about how they do … Continue reading Become Your Competitor’s Customer
by Lindsay SmithSeptember 28, 2016 Your sales team is closing deals left and right. Your initial reaction is excitement but then panic begins to creep in. As the head of your company’s Customer Success team, you know that additional clients doesn’t always translate to additional headcount for your department and even when it does it … Continue reading 4 Ways to Scale Your Customer Success Efforts
