In the age of the aggregator, the brand is irrelevant. Columnist Blaise Lucey says it’s all about the customer experience and creating compelling content that’s relevant to your audience. Blaise Lucey on June 23, 2016 at 10:45 am There I was, stuck in the middle seat of an airplane. As I wrenched the seatbelt out … Continue reading Customer experience in the age of disloyalty
by Matthew McLaren June 22, 2016June 22, 2016 SaaS Tattler Issue 86 – How To Build And Maintain Strong Customer Relationships Closing the sale was just the beginning… now the real work begins. Beyond your product meeting a customer’s need, it’s important that you’re laying down the foundation for the future. While there isn’t a … Continue reading How To Build And Maintain Strong Customer Relationships
by Nicola Faulkner June 19, 2016June 19, 2016 In email marketing, one size doesn’t fit all – it’s all about relevance. So how do you know what your customers are interested in to target them effectively? The obvious answer to this is to ask your customers, but you can’t just rely on them actively handing … Continue reading Using Customer Profile Data Effectively
Columnist Jim Yu explains how smart marketers are utilizing search data to better serve mobile users and beat out the competition. Jim Yu on June 15, 2016 According to eMarketer, global mobile ad spend is expected to double from $100 billion in 2016 to nearly $200 billion in 2019 — accounting for over 70 percent of digital ad spend worldwide. … Continue reading The importance of micro-moments: The mobile customer journey
by Suzanna Colberg June 14, 2016June 14, 2016 With the help of the globe-spanning soapbox known as the Internet, your customers now wield more power than ever before when it comes to the success of your organization. While a few negative rants among a deluge of neutral or positive online reviews might not hurt your … Continue reading 3 Hiring Best Practices: Build a Workforce that Delivers Superior Customer Service
by Dave Blake June 10, 2016 Follow @davecblakeJune 10, 2016 In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers … Continue reading Compensation Plans for Customer Success Managers
by Nicola Faulkner June 7, 2016June 7, 2016 There are lots of ways to encourage customers to submit their feedback, make the process as easy as possible and they’re happy to tell you what they think. Customer feedback is extremely important if you want to develop your business, products, and services in line with their … Continue reading Collecting Customer Feedback via Email
In an omnichannel world, how do you deliver the most relevant experience to consumers? Columnist L. Erik Bratt explains how to efficiently collect and act on the data that’s spread across the many channels. L. Erik Bratt on June 3, 2016 If anything typifies the ambitions of modern marketers, it’s the “O” word — … Continue reading Omnichannel on the line: 4 steps to enhance the customer experience
by Richard Shapiro May 27, 2016 Follow @RichardRShapiroMay 27, 2016 When top management determines that any organization must become more customer-centric, immediately a search begins on the Internet for, “passion for customer service.” Most execs don’t think of “passion” as a component of e-commerce sites, but they should. Of course a computer, mobile device or … Continue reading 8 Steps to Add Passionate Customer Service to Your E-commerce Business
by Karolina Jasvinaite May 13, 2016May 13, 2016 On average, retailers send two to five ecommerce newsletter emails each month. This means that email marketers create dozens of emails every year and most retailers have entire teams devoted to their function. Why? Because 89% of marketers say emails are their biggest lead driver and on … Continue reading 5 Ecommerce Newsletter Campaigns Designed for Customer Engagement
