A whole new range of social channels has joined existing interaction channels and have shifted the focus from communicating as in messaging to communication as a balanced mix of cross-channel dialogues where listening is key. Cross-channel Social media marketing brand advocates content cross channel cross-channel marketing customer loyalty customer-centricity influencers listening monitoring social media marketing stories word-of-mouthFive major changes in the social media age. MORE >>

'[Posted by Marie Gosse, Senior Product Marketing Manager, Neolane, and Stanislas Cavalie, Product Marketing Intern, Neolane] Generation Y, people born between 1980 and 1994, don’t respond to traditional loyalty programs based on “earn & burn” or “buy 10, get 1 free” rewards. These “digital natives” are continuously sharing through tangible interaction and digital channels seamlessly.  [.]. Customer Loyalty Marie Gosse Posts MORE >>

But there are many sales organizations out there that sell indirectly through partners and distributors (and of course those that have both direct and indirect sales channels).  But, there’s a major reason we shouldn’t do that: customers still require unique perspective on their business and need their assumptions “challenged” (in fact, this drives 53% of customer loyalty ). Here’s a few ways to overcome the hurdles of implementing Challenger in the indirect channel:  . What other strategies have worked for you when translating Challenger to the channel? MORE >>

Blog Content marketing Customer service Social media marketing cross-channel customer experience customer feedback customer reviews customer service peer reviews word-of-mouthFor many years now, several companies have provided their customers and community members the opportunity to post customer reviews on their web sites or blogs, from long before the term ‘social media’ was even used. Customer reviews, often referred to as peer reviews in a social media context, offer various opportunities to businesses to improve [.]. MORE >>

Retailers Start to Love Loyalty Programs -  It’s not just for frequent fliers anymore. are launching loyalty programs—and integrating data into comprehensive customer profiles—to offer the next level of personalization and service. The Rise of Cross-Channel Experiences -  Consumers don’t think in channels, they think in brands. In the coming year, expect to see more brands getting a handle on this to offer customers more targeted offers across all channels in real time. Posted in Behavioral Targeting Customer Experience eCommerce Mobile Social Media. MORE >>