If you and I are going to be as successful as possible in the competitive world of online marketing, we need to have a deep understanding of our buyers. We need to set up well-defined, detailed customer profiles. And we need regular feedback from our current customers and potential buyers. This feedback can be extremely … Continue reading Valuable Tips For More Successful Customer Surveys
In a fast-paced, ever-changing sales environment, your sales team needs to stay on top of shifting prospect demands and new approaches to lead generation. Yet, many companies still hold on to a relic from telemarketing’s past: the sales script. Due to the expansive influence of social proof and online research, the prospect (and not your … Continue reading Why Sales Scripts Are A Solid Start To A Bad Customer Relationship
Data-driven and digital. Omnichannel and always-on. Mobile and social (mocial?). If marketers can feel overwhelmed by the complexity and pace of our ever-evolving digital world (or at least by the jargon), imagine how a customer feels when seeking to connect. Customer loyalty has long been a challenge for even the most dedicated consumer brands. Losing … Continue reading Understanding Identity, Unleashing Brand Love: 3 Essential Strategies for Connecting with Your Customer
Let’s assume that you are a member of the leadership team for your organisation. Circumstances are such that you decide that your organisation needs to focus on customers and generate “total customer satisfaction” on the assumption that satisfied customers buy more of your stuff at higher prices thus generating higher profits. How would you go … Continue reading What Does It Take To Generate “Total Customer Satisfaction”?
A common debate among social customer service professionals is whether brands should deliver customer service from their primary Twitter handle–or if they should have a dedicated service handle. Companies have been successful with both approaches, meaning that there is no clear cut answer but instead a series of pros and cons. Using our experience from … Continue reading Does Your Organization Need a Separate Twitter Handle to Deliver Effective Social Customer Service?
Customer data forms the beating heart of your database – it’s the lifeblood that keeps your company’s cash flow, well, flowing. As a marketing director, you want that database to grow over time – not only by calling on data providers to expand it, but by growing it organically too. The question is – what are … Continue reading 5 Clever Ways of Capturing Customer Data
I founded Knowtify.io to help app developers easily build beautiful and engaging e-mail digests for their users. The goal of Knowtify is to help app makers keep their users engaged, drive retention and prevent churn – the fundamental building blocks of any good SaaS business. Our main product is a SaaS app with a free trial period and self-serve monthly … Continue reading Why I’m Hiring Customer Success Before Sales
I mentioned earlier this year in an email trends video that responsive email design is just email design. I have spent a lot of time talking about and implementing the basics of responsive design, when I really want to discuss all the tactics required to create an awesome customer experience. After all, the only reason … Continue reading Think Beyond Just Responsive Design for a Great Customer Experience
A dating site and a social network recently admitted to experimenting on unsuspecting users, sparking a heated discussion on where and how brands should set online boundaries. Gathering customer data can and should be a transparent process in which companies obtain user permission and use the insights to improve the customer experience. Problems arise when … Continue reading Using Customer Data for Good
Listen up, companies. It pays to invest in great customer service. How do we know? Using SurveyMonkey Audience, we asked more than 400 Americans if a company’s reputation for excellent customer service affects whether or not they’ll buy from them. And it turns out a whopping 72% of customers say they’re “very” or “extremely” likely … Continue reading Definitive Proof that Great Customer Service Pays Off
