by Tricia Morris March 20, 2016 Follow @paratureMarch 20, 2016 A quote from well-known customer service and customer experience advocate Bill Quiseng encourages organizations to “work as hard to keep a customer as you do to find a new one.” And if you’ve ever wondered if customer retention should at least receive equal effort and … Continue reading It is 6 Times More Expensive to Win a New Customer than to Retain an Existing One
by Pete Geoly March 16, 2016March 16, 2016 Digital technologies have fundamentally changed the way that information is shared and consumed—profoundly impacting the Information and Media industry. For the past 15 years, Information companies have been making the switch from print to digital. The switch has driven innovation in advertising, a convergence of content, software … Continue reading Customer Retention and Loyalty is Everything in the Information and Media Industry
McKesson exec Rohit Prabhakar’s personal experience gives an added meaning to “customer life cycle.” Barry Levine on March 14, 2016 “Customer obsession” is one of the most popular buzz-phrases, denoting an approach that places customer satisfaction and a great customer experience above everything. The reason: a happy customer can become a loyal customer. Per … Continue reading How “customer obsession” can focus your marketing tech selections
by Luc Vezina March 13, 2016 Follow @lvezMarch 13, 2016 The age-old question comes up time and time again: should we keep our customer community private or public? There’s always anxiety in having “dirty laundry” aired out publicly, with Google’s search engine robots crawling them for the whole world to see. On the other hand, … Continue reading Should Your Customer Community Be Public Or Private?
by Greg Cawood March 12, 2016 Follow @iqnectionMarch 12, 2016 Like a lot of 21st century professionals, you might have turned to LinkedIn when hunting for a job. But what about when you were hunting for customers? Social media can play a key role when it comes to sharing information and engaging with your ideal … Continue reading Linking In With Your Customer Base
by Andrew Gazdecki March 9, 2016 Follow @biznessappsMarch 9, 2016 Self-service has become the name of the game for the modern consumer. People now prefer seeking answers on the web—it minimizes the interaction necessary to resolve an issue and fits in this era’s mold, moving us toward increased automation and reduced human contact. This evolution … Continue reading How Consumers Are Changing the Face of Customer Service [Infographic]
Pinterest is expanding its ad-targeting options as it opens up to all small- and medium-sized business advertisers in the US. Tim Peterson on March 8, 2016 Facebook started a trend in August 2012 when it announced the ability for brands to target ads on the social network to people in brands’ customer databases. Since then … Continue reading Pinterest lets brands target ads to people in their customer databases
by Michele Ballinger March 6, 2016 Follow @ballingertweetsMarch 6, 2016 Maximizing Customer Lifetime Value (CLV) is not easy. You cannot expand your wallet share with cross-sell or upsell tactics without first delivering value and the initial promised business outcomes. Nor can you extend the life of the subscription with renewal sales plays before first ensuring … Continue reading Customer Onboarding: What You Need to Know to Prevent First-Year Churn
by Burke Alder March 5, 2016March 5, 2016 Whether your customer success team is in its infancy or more established, it’s important to have a strategy in place to ensure your team’s success as they approach a new quarter. With about a month to go until quarter’s end, it’s a great time to reset the … Continue reading 3 Techniques to Ensure Customer Success as You Start a Quarter
by Delphine Moulu March 4, 2016 Follow @reelevantappMarch 4, 2016 Using email intelligence When asked, “In which of the following ways, if any, would you prefer companies to communicate with you?”, 72% of consumers chose email according to a MarketingSherpa study. Now this doesn’t mean we can nor should send batch and blast emails to … Continue reading How to Offer a Unique Customer Experience Using Email Marketing
