By Olivia Cole, Published November 1, 2014 This time of year, being scared is generally a good thing. Haunted houses, scary movies, ghost tours: a good fright is what everyone is after…unless you’re running a business. The last thing you want to do is scare your customers, no matter what time of the year it … Continue reading Boo! Stop Scaring Your Customers Away With Bad Customer Service
By Adam Toporek, Published November 1, 2014 According to Help Scout, 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are made through email. CSI: Customer Service Investigator released some interesting findings in a survey this summer on the best ‘tone’ for email customer support. … Continue reading What Email Support Tone Do Customers Prefer?
By Lisa Ford, Published October 29, 2014 There is a lot of talk about customers and their use of social media. Data tells us customers are using it more and companies must be responsive and innovative with their use of it. However I would like to remind organizations that customer still pick up a phone … Continue reading Customers Still Use the Phone
By Clive Keyte, Published October 27, 2014 How can you be certain your strategy has worked? Why don’t you ask your clients? This may seem fairly obvious but actually we find that it’s one of the last things we do. Many of us spend a lot of time looking at just how well we perform … Continue reading Testing Your Strategy – Ask Your Customers!
By Nick Toman, Published October 23, 2014 In many ways the single biggest challenge in B2B sales today isn’t so much a selling problem as it is a buying problem. Today’s sales rep must deal with an increasing number of customer stakeholders involved in purchase decisions. While it’s the new reality – building consensus amongst … Continue reading It’s Not You, It’s Them: Teaching Customers How to Buy
By Rosalyn Lemieux, Published October 23, 2014 Customers are constantly bombarded with email marketing messages. Think about how many you get. You’re a customer too, after all. How many do you open? How many cause you to hit unsubscribe or delete on a weekly basis? Probably a fair few. We all do. Otherwise our inboxes … Continue reading Why Customers Ignore Marketing Emails
By Amanda Clark, Published October 23, 2014 Wouldn’t it be nice if you could have an automated customer service center on your website—a place where your customers could go to chat, in real time, with a technical support representative, a sales staff team member, or simply some caring employee able to guide them through use … Continue reading Supporting Customers Through Your Business Website (It’s Easier Than You Think)
By Lilian Sue, Published October 23, 2014 OK, I know that I’ve been focusing on content development a lot lately-from talking about user-generated content (UGC) can really improve your marketing campaigns to last week’s post on Part 1 of awesome content tricks. But there’s just so many different ways to generate great, shareable content that … Continue reading Understand Your Customers & Use Unorthodox Ways to Develop New Content Ideas
When I was a kid, my father would often say “Why try to fix something with a band-aid, when you know cement is required?” Ever noticed what’s required when utilizing cement? A little more effort is required when attempting to put something that will last for a while in place. This made me think about … Continue reading Are You Using Band Aids Or Cement To Improve Your Customer’s Experience?
Airports always provide numerous sources of frustration. Something always goes wrong and there is always something that gets on your nerves. Yet, we suck it up, grit our teeth, and continue on because there is no way to avoid it. From the moment you walk into the airport, to the time you exit the airport … Continue reading Getting Your Customers Out of Line With a Virtual Call Center
