SALES CHALLENGER | TUESDAY, AUGUST 6, 2013
[Customer] Why Reps Strike Out with Customers
Does this sound familiar—your rep just came back from a meeting with a Mobilizer , who you’ve painstakingly identified as able to build consensus and drive change in the customer organization. Blog CEB Sales Blog Customer Management Sales & Service Sales and Marketing Solutions Selling So what really went wrong?
GROW - PRACTICAL MARKETING SOLUTIONS | TUESDAY, AUGUST 16, 2011
[Customer] 10 ways to use psychology to lure web customers
This is commonly called a “call to action. On my website, you can click to see free materials, download an eBook, watch videos, read case studies, listen to a podcast, read my blog … basically I give people lots of reasons to hang around by providing valuable material that would interest my target customer. Strange but true.
BUZZ MARKETING FOR TECHNOLOGY | WEDNESDAY, MARCH 13, 2013
[Customer] 3 Reasons Online Customers Never Return
But when it comes to a decline in return customers, blaming a lack of customer loyalty on the competition is the easy way out. And from there, put a plan in place for increasing customer loyalty. There are many reasons customers will only buy from a site once. Posted in Personalization. Neglecting mobile and tablet.
SAZBEAN | TUESDAY, AUGUST 24, 2010
[Customer] Social Media Must Align with Customer Service for Success
You may be doing a great job with social media for your company — creating great content, having conversations and really engaging with your customers. But, if your customer service doesn’t align with the expectations set by your social media interactions, your success will only be short term. left frustrated.
BIZNOLOGY | FRIDAY, APRIL 24, 2015
[Customer] Case study in data-driven B2B customer acquisition marketing
Here’s a sneak peek of Doug’s success in finding new customers using lookalike modeling. We look at past wins, and the attributes of those customers. In short, Five9 is creating an ideal customer profile, and going out in the market place to find similar accounts, a process known as lookalike modeling. Like this post?
SAZBEAN | WEDNESDAY, MAY 26, 2010
[Customer] Pricing Based on Customer Expectations
Customers have a range in mind that they’re willing to pay, but if you ask them, cheaper is always better. Ask a customer what they paid for something after the fact, and they’ll probably have a hard time remembering exactly. How can you meet your customer’s expectations without directly asking them?
ACSELLERANT | WEDNESDAY, JUNE 4, 2014
[Customer] Capturing the Voice of Your Customer
Voice of Your Customer Research provides excellent source material for a host of business critical items including product strategy, sales messaging and customer service. Customers tell me things when I interview them that they’d never tell your salespeople. People They feel comfortable in telling […].
I-SCOOP | SUNDAY, JUNE 7, 2015
[Customer] Jeanne Bliss: how to build your customer-driven growth engine
In 2006 Jeanne Bliss published “Chief Customer Officer: Getting Past Lip Service to Passionate Action“ Since then she has been helping leadership teams and CCOs (Chief Customer Officers) to find their united voice and become customer leaders.
GROW - PRACTICAL MARKETING SOLUTIONS | THURSDAY, DECEMBER 11, 2014
[Customer] Hard lessons agency customers need to learn about social media marketing
Four and a half years ago I was hired into an agency that needed help outlining social media solutions for its customers. For about a year I prepared countless pitches, proposals, and webinars for our agency customers … who bought almost nothing. Some of our most important agency customers were in the transportation industry.
SAVVY B2B MARKETING | THURSDAY, APRIL 5, 2012
[Customer] Be human. Your customers will thank you.
Whether you’re selling coaching or core processors, pet sitting or software, connecting with your customers on a human level is critical to capturing their interest, building strong relationships, and nurturing brand loyalty. Don’t make your product the star of the show, shine the spotlight on your customer. Embrace it.
CUSTOMER EXPERIENCE MATRIX | FRIDAY, NOVEMBER 8, 2013
[Customer] Gainsight Gives Customer Success Managers a Database of Their Own
I had a conversation last week with a vendor whose pitch was all about providing execution systems with a shared database that contains a unified view of customer information from all sources. The company is Gainsight (formerly JBara), whose Web site positions it as ”a complete customer success platform”.
MARKETING LEADERSHIP COUNCIL | WEDNESDAY, NOVEMBER 30, 2011
[Customer] 4 Keys to Understanding Your Customers
Many B2B customers today find themselves unpleasantly surprised, when companies design offerings for them that they never asked for. Customers complain that companies claim to design products “just like they wanted”, except that they never wanted it! Customers have a desired outcome for each job. Switch gears to marketing.
SALES INTELLIGENCE VIEW | TUESDAY, FEBRUARY 5, 2013
[Customer] The 3 Pillars of B2B Customer Service
Understand Your Customers. Understanding your customers is essential to establishing and maintaining relationships that deliver returning revenue as well as up-sell and cross-sell business. The best way to get to know your customers? Create a Vibrant Customer Relations Team. Track them. relationships.
BIZNOLOGY | FRIDAY, MARCH 22, 2013
[Customer] Online and Offline Marketing Combine for Customer Engagement
Your customers hang out online but they didn’t turn into robots, so the offline part of your interactions is a must. You gather ideas and pictures from offline events, and you can come up with any article that is valuable for your target audience and attracts more customers to your business. Reached 100,000 customers this month?
BUZZ MARKETING FOR TECHNOLOGY | WEDNESDAY, MAY 19, 2010
[Customer] Social Customer Support delivers Strong ROI
In the case of social customer support I would argue that this is the single best place to focus your social media efforts since it can reduce customer churn and increase retention rates faster than any other program we have ever seen before. Customer Service is the New Marketing Zappos was founded in 1999 and sold to Amazon for.
LEADER NETWORKS | WEDNESDAY, FEBRUARY 16, 2011
[Customer] 71 Top Online Customer Communities: The Big List
Online customer communities are everywhere -- you just have to look for them -- sometimes in unlikely places. Because they are dedicated to serving customers, often they are not evangelized to the general public or consumer audiences. world, but are not, by definition, online customer communities. SaaS4Channel.nl
IT'S ALL ABOUT REVENUE | MONDAY, FEBRUARY 24, 2014
[Customer] Oracle to Acquire BlueKai Data Management So Marketers Can Personalize Customer Experiences
As part of our evolving commitment to helping modern marketers enhance all interactions, this acquisition is another step toward the improvement of personalized marketing programs and customer experience. Data can do a lot of helpful services to your business, and to the experience of your customers. Manage evolving data sources.
B2B MARKETING TRACTION | MONDAY, JUNE 23, 2014
[Customer] How to Increase Customer Loyalty through B2B Marketing
Many B2B marketers get so caught up in new lead generation, their marketing and communications to existing customers can fall by the wayside. Now we have more tools to stay in front of our customers, keep them engaged and increase their loyalty. Here are five ways to improve your marketing to your customers. 1.
CUSTOMER EXPERIENCE MATRIX | MONDAY, MAY 20, 2013
[Customer] Silverpop Announces Universal Behaviors to Provide Better Cross Channel Customer Experience
At their annual Amplify conference last week, Silverpop unveiled the culmination of a two year project that conveniently matches the Customer Data Platform (CDP) concept I’ve been describing for the past month. The central database and cross-channel treatments are two of the three capabilities I’ve defined for a Customer Data Platform.
BUYER INSIGHTS | FRIDAY, FEBRUARY 15, 2013
[Customer] What ‘Know Your Customer’ Means In 2013
In this era of stalled buying decisions and increasingly complex buying processes sellers cannot really know their customers without understanding how and why they buy. Featured How Buyers Buy Buying Process Category Management Customer Research Know Your Customer Procurement
IT'S ALL ABOUT REVENUE | WEDNESDAY, APRIL 10, 2013
[Customer] The Payoffs Of Real Customer Centric Marketing
And while many marketers claim to subscribe to ‘customer centric’ marketing principles, few actually deliver on the promise. For efficient marketing, make sure your conversations put the needs of prospects and customers first. B2B marketers live and die by how effectively they generate quality leads that fill the funnel.
THE B2B RESEARCH BLOG | TUESDAY, OCTOBER 22, 2013
[Customer] Tips for B2B customer satisfaction research
Customers are your lifeblood. That’s why every B2B business needs a programme of regular customer satisfaction research. Don’t try and bypass those who ‘own’ the customer relationship within your organisation. Gain their support for the research first, or they and customers may react negatively. Take care though.
BUZZ MARKETING FOR TECHNOLOGY | WEDNESDAY, JUNE 30, 2010
[Customer] Getting a customer is not the end goal it’s the middle
In a recent speech by Josh Bernoff of Forrester Research at the ITSMA Marketing Leadership forum it occurred to me that customer acquisition is no longer an “end state” for marketers its somewhere in the middle. would argue (and so did Josh) that the real work comes on Day 2 of the customers purchase. Let me explain …. Tweet This!
BUZZ MARKETING FOR TECHNOLOGY | TUESDAY, JANUARY 5, 2010
[Customer] 2010 – Welcome to the Age of Customer Service
Combining two of the most customer focused organizations I am aware of on the web and making one of the most powerful customer centric companies out there. Social media has forever changed the balance of nature in favor of the customer. Every business must recognize that customer service is now their primary business.
B2B MARKETING INSIDER | TUESDAY, JANUARY 14, 2014
[Customer] Insights Drive Better Customer Experience
We recently launched an e-book on slideshare covering The Future of Customer Experience. Here is the one of the most popular future of customer experience interviews from my colleague, Jamie Anderson ( @ collsdad ), the Global Vice President of CRM Marketing here at SAP. Customer Service / Customer Experience.
ANNUITAS | TUESDAY, DECEMBER 2, 2014
[Customer] There is More to Knowing Customers Than Big Data
The leading cause of this sentiment is a lack of customer insight. The study reports that 74% of CEOs have “limited insight” into how customers are engaging with their products and what their likes and dislikes are. However, big data alone will not entirely close the gap on customer insights and knowledge. Talk With Sales.
VERTICAL RESPONSE | THURSDAY, SEPTEMBER 5, 2013
[Customer] Turn Customers into Advocates
That’s why a glowing review of your product or service from a customer to one of their friends can be more effective than any marketing campaign—or serves as a great complement to one. But how do you turn lukewarm customers into raving fans, who will sing the praises of your business offerings to anyone within earshot?
MARKETING ACTION | MONDAY, MARCH 9, 2015
[Customer] The Future of CRM is Customer Engagement
What’s the future of customer relationship management (CRM) and what does it take to create lasting customer engagement? He’s got another book coming out next year from the Harvard Business Press called A Commonwealth of Self-Interest , about business strategies and programs for customer engagement. Both customer-centric.
FEARLESS COMPETITOR | TUESDAY, MARCH 1, 2011
[Customer] Find New Customers: B2B Marketing Simplified
Jeff Ogden is President of Find New Customers “ Lead Generation Made Simple ” Check out the online show every Friday at 11am ET, “Laugh and Learn with the Fearless Competitor. Find New Customers is one of few lead generation companies in New York. How do we know who is the right person? When is the right time? contact-form].
CMO ESSENTIALS | FRIDAY, MAY 15, 2015
[Customer] 4 Marketing Roadblocks to Customer Obsession
There isn’t a single element of the marketing mix that doesn’t contribute to the overall strategy and the results produced, and marketers must know a lot about all of these strategies in order to be effective and understand how their customers think, educate themselves and buy. Customer Experience TrendingAnd let’s be honest.
CMO ESSENTIALS | THURSDAY, APRIL 16, 2015
[Customer] Making MarTech Investments? Bet on the Customer
Every month they must place bets on technologies and tools that empower their team to make smarter decisions, to know more about their customer via analytics and insights, and to eliminate manual tasks and re-engineer using software. Bet on the Customer appeared first on CMO Essentials. According to Scott Brinker (a.k.a.
BUZZ MARKETING FOR TECHNOLOGY | THURSDAY, MARCH 25, 2010
[Customer] The Perfect Storm in Customer Service
Customers have been adopting Social Media for the last few years and I think it is fair to say that we Social Media has gone mainstream especially after last year. Last time I checked those are some pretty good outcomes especially since the cost of acquiring new customers is 5 to 20 times more expensive than retaining existing customers.
SOCIAL MEDIA B2B | TUESDAY, APRIL 21, 2015
[Customer] Happy B2B Customers Can Get You More New Customers
The process has a few steps: Identify why customers love you. Identify why customers love you. Why do your customers love you? we provide great customer service). Ask your happiest customers why they are so happy with you. To start, make sure that they’re getting top-notch customer service. Just ask.
WORKFACE | MONDAY, JULY 11, 2011
[Customer] Customer Experience Marketing for Real People
By Lief Larson "Customer Experience " has redeveloped as a buzz phrase in digital marketing departments lately. Customer experience management is the intersection of many different disciplines, including: design, marketing, branding, and interactions. It’s no different than having a real human answer a customer phone call.
FEARLESS COMPETITOR | MONDAY, MARCH 11, 2013
[Customer] How Effective are Your Buyer Personas? Let Find New Customers grade yours for free.
Buffer Find New Customers introduces a free grading service to evaluate buyer personas. Have it graded by the experts in buyer personas at Find New Customers , trained via the Buyer Persona Master Class by the Buyer Persona Institute. Let Find New Customers grade yours for free. But most are not properly done. What do you think?
IT'S ALL ABOUT REVENUE | SUNDAY, OCTOBER 7, 2012
[Customer] Does Gamification Work On a Customer Community? [CHART]
Does Gamification Work On a Customer Community? Digital Marketing community management customer community gamification online communities social media marketing toplinersby Heather Foeh | Tweet this Gamification is a hot topic these days. In July 2012 we added gamification into our own online community, Topliners.
PAUL GILLIN | TUESDAY, DECEMBER 18, 2012
[Customer] My New Book, ‘Attack of the Customers,’ is now available
Eleven months later, Attack of the Customers on sale on Amazon ! Several of the case studies in New Influencers involved customer attacks in the days when blogs were about all people had to work with. Today, Most customer attacks don’t go viral, but they can be effective even without big numbers.
CUSTOMER EXPERIENCE MATRIX | THURSDAY, MAY 23, 2013
[Customer] Customer Data Platforms: My New Whitepaper Explains the Excitement
You may have noticed that I''ve been uncharacteristically aggressive in promoting the Customer Data Platform concept. customer data integration predictive analytics marketing automation marketing systems customer data management customer data platform So it''s worth several shoves to get the ball rolling.
MARKETING INTERACTIONS | MONDAY, AUGUST 8, 2011
[Customer] Content Marketers Need a Customer Field Trip
It's critical to take a "customer field trip" to experience what your prospects and customers experience as they interact with your brand online and to correct any inconsistencies to improve their experience with your company and your content. Have you taken a "customer field trip" lately? why?).
SALES INTELLIGENCE VIEW | TUESDAY, APRIL 7, 2015
[Customer] Customer Spotlight: Etelligent Solutions
Customer Success insideview case study insideview customer reviews insideview customer story insideview customers insideview testimonial insideview user reviews We recently began an online community for InsideView’s […].
CONVERSIONATION | SUNDAY, APRIL 6, 2014
[Customer] The customer has a voice: your business is the audience
The significantly grown attention for “content marketing” and the “brands as publishers” and storytelling narrative has made marketers look at their customers, prospects, etc. as “audiences” It’s time to look at our businesses as audiences. Content marketing Integrated marketing
FOLLOW THE LEAD | WEDNESDAY, AUGUST 18, 2010
[Customer] ‘Clicking’ with customers by chatting
Talk about engaging the customer. You just closed a sale in half the time it normally takes you. The sale is going to fulfill quota and then some. The buyer, who has already put you in touch with a few of his contacts, wants to meet up at the next trade show, maybe for a little up-sell or cross-selling. Subscribe to RSS.
MARKETING INTERACTIONS | SATURDAY, APRIL 9, 2011
[Customer] Hello Mr. Customer; It's Me.Your Vendor
According to research by BtoB Magazine, 58% of B2B marketers say that marketing involvement never stops and must continue across the entire customer lifecycle. So where does that leave customers? Research from the CMO Council finds that companies lose 10% of their customers each year, on average. certainly hope so. Or we should.
SOCIAL MARKETING FORUM | WEDNESDAY, FEBRUARY 13, 2013
[Customer] Social Proof, Circles Of Trust and Your Customer
Community marketing Customer relationships Relationship marketing Social media marketing circles of trust Performics social proofThe opinion of others is an important driver in the buying decision of people. It has always been so. While there are differences between the ways we buy consumer products [.].
CUSTOMER EXPERIENCE MATRIX | SATURDAY, DECEMBER 13, 2014
[Customer] BlueConic User-Driven Marketing Maturity Model: Surprises on the Road to Customer-Centric Marketing
But the best part of my recent presentation with BlueConic was listening to the voice of someone else’s experience: in this case, the experience of more than 60 BlueConic clients, distilled into a maturity model that traced the stages they passed through on their way to full customer-centric marketing. Coordination later. Segmentation.
IT'S ALL ABOUT REVENUE | TUESDAY, MAY 15, 2012
[Customer] How to Treat Your Customer Like Prospects
by Amy Bills | Tweet this I love The Office episode “ Business School ,” when Ryan schools Michael Scott on the cost difference between keeping a customer and finding a new one. Other than “Don’t let Michael Scott speak to your MBA class,” the underlying message is that your customers are your best, well, customers.
CONVERSIONATION | MONDAY, JANUARY 28, 2013
[Customer] Achieving Omnichannel Customer Loyalty: Tips and Infographic
It’s as a I wrote in my previous post about customer empowerment. And the reasons are obvious: the multi-channel and multi-device behavior of customers. However, often we tend to focus on just the promotional dimension and forget the omnichannel customer loyalty side of things. Omnichannel customer loyalty and CLV.
VERTICAL RESPONSE | THURSDAY, MARCH 12, 2015
[Customer] 5 Ways to Create Added Value for Customers
Added value is an important tactic that can be used by small businesses to acquire and retain customers , increase brand awareness, and differentiate one’s place in the marketplace. Always consider your customers’ perspective. Consistently work to improve customer satisfaction. Don’t know where to start?
LEAD VIEWS | TUESDAY, AUGUST 7, 2012
[Customer] Does Marketing Automation Hurt or Help Customer Intimacy?
In 1993, Michael Treacy and Fred Wiersma published their seminal article in the Harvard Business Review about the three value disciplines (operational excellence, customer intimacy, product leadership) that outstanding companies practice. Do our current best practices hurt customer intimacy or enhance it? Or is it a wash?
REPUTATION TO REVENUE | MONDAY, FEBRUARY 14, 2011
[Customer] Customer references and solutions marketing: Building blocks for business impact
B2B marketers focused on high value solutions know that customer evidence is like gold. But when you're asking business buyers to invest serious money in a complex solution, typically involving a customized mix of products and services, they need to know you've done it before and that other customers have derived real business benefits.
IT'S ALL ABOUT REVENUE | THURSDAY, NOVEMBER 21, 2013
[Customer] Collaborate for the Internet of Customers with 7 Ideas for 2014
We enjoyed reconnecting with customers, partners and other marketers – less than a month after Eloqua Experience — via the Compendium booth, Modern Marketing Mixer , and downtown San Francisco. The path to customer-obsessed marketing begins and ends with customer knowledge. Ideas for Marketers to Prepare for 2014.
FEARLESS COMPETITOR | MONDAY, AUGUST 22, 2011
[Customer] Accolades for How to Find New Customers
B2B Lead Generation | How to Find New Customers. Want to understand what Find New Customers is all about? Find New Customers was born. How to Find New Customers. Let’s review some of them here: “This How to Find New Customers white paper is GREAT! I’m going to tweet and re-tweet it as much as I can!.
GREAT B2B MARKETING | WEDNESDAY, DECEMBER 3, 2014
[Customer] Customer Service is a Critical Marketing Attribute
However, there was nothing positive about the experience for Marco and it had several negative repercussions that provide some lessons on what not to do from a marketing and customer service perspective. Don’t treat your customers/clients rudely. Be responsive when customers tell you they have a problem. No exceptions.
FIFTH GEAR ANALYTICS | MONDAY, OCTOBER 25, 2010
[Customer] Understanding the Five Customer Relationship Stages to Full Engagement With Your Brand
Today we need to think about every stage of the customer relationship and how we can coordinate and optimize each to improve the overall value of the customer. The methodology is the same – analyze the customer, use insights to fine tune strategy and then use technology to automate and streamline the interactions any way we can.
SALES CHALLENGER | TUESDAY, APRIL 2, 2013
[Customer] Why Your Customers Don’t Care
In the current era of sales where reps are selling to better informed, empowered customers that are able to diagnose their needs, identify potential solutions, and decide what they’re willing to pay without ever having to contact a supplier, the ability to effectively lead with insight and reframe customer thinking has become an absolute necessity.
STORIES THAT SELL | WEDNESDAY, DECEMBER 17, 2014
[Customer] The Risk of Stripping Down Customer Case Studies
What about customer case studies? Among my clients and peers, the debate is whether buyers will read longer customer case studies. Still, customer case studies seem to be getting shorter - down to a few paragraphs - because companies believe that buyers don''t want longer stories. In my household, we''re having a newspaper war.
GROW - PRACTICAL MARKETING SOLUTIONS | SUNDAY, JULY 24, 2011
[Customer] Social media feedback as customer prophecy
This is how the power of online customer feedback can work for or against a business at any given moment. I had not seen my friend or spoken to him about the restaurant. How are you and your customers handling negative reviews? My wife and I decided to celebrate for no particular reason at a favorite restaurant. When
MARKETING GENIUS BLOG | TUESDAY, SEPTEMBER 13, 2011
[Customer] Customers, We’re Listening!
Two weeks ago, we kicked off our DreamForce presence with our first ever Genius User Conference. It was a great experience to meet with a group of our customers face-to-face to hear firsthand stories of their success with Genius and their overall approach to smarter marketing in general. Her advice?
B2B INTERNET MARKETING STRATEGIES | TUESDAY, JULY 6, 2010
[Customer] Does Your Content Marketing Support Your Customer Lifecycle?
Buying from a company with good content marketing feels easy and natural, never pressured or hurried. To practice good content marketing, guide your prospects gently through the customer lifecycle, building credibility, trust and perceived value gradually, so that they never feel like they’re the target of a sales job. Clicking a web link.
CUSTOMER EXPERIENCE MATRIX | THURSDAY, APRIL 25, 2013
[Customer] I've Discovered a New Class of System: the Customer Data Platform. Causata Is An Example.
These systems that gather customer data from multiple sources, combine information related to the same individuals, perform predictive analytics on the resulting database, and use the results to guide marketing treatments across multiple channels. Those are something new. Others I haven’t yet written about include Mintigo and Gainsight.
INBLURBS | WEDNESDAY, JUNE 6, 2012
[Customer] How to grow your revenue through Social Customer Support
A recent survey from Oracle found out that a growing number of customers are reaching out to companies for support through social media sites like Facebook, Twitter, and Yelp and thought their corporate blog. Connecting with customers and prospects. Infographic: Social Customer Service. Humanize B2B companies.
PAUL GILLIN | WEDNESDAY, OCTOBER 12, 2011
[Customer] Know Thy Customer
The result will be a transformation of corporate productivity fueled by deep insights into customer needs. There is a presumption on the part of regulators and customers that senior executives understand what the key processes of the organization are and what their operational health is. created a new acronym: FODDRS. Let’s analyze it.
STORIES THAT SELL | TUESDAY, OCTOBER 1, 2013
[Customer] How Customer Case Studies Drive Traffic to Company Sites
A glowing customer success story is a coveted piece of marketing collateral, but case studies are not always easy to create. If you manage case studies, or write them, you know the challenges: getting a customer to agree, conducting interviews, writing and editing the story, and getting customer signoff. LinkedIn and Facebook.
ANNUITAS | THURSDAY, JULY 17, 2014
[Customer] Why Companies Don’t Market to Their Customers
I was recently onsite with a prospect and was told that if this company could simply add $10,000 to every customer renewal each year they would add $400,000,000 in incremental revenue to the bottom line. The plain truth is that most organizations have no clear picture of their customer. Lack of Data Governance. Lack of Analytics.
CUSTOMER EXPERIENCE MATRIX | THURSDAY, SEPTEMBER 19, 2013
[Customer] New Study: Three Types of Customer Data Platform Address Cross-Channel Marketing Needs
My detailed study of Customer Data Platforms should be released next week. They generally return corrected and enhanced data and lead scores based on models built from the client’s customer files. These systems build a database of customers and their responses to online display advertisements. Campaigns. Audience management.
IT'S ALL ABOUT REVENUE | FRIDAY, AUGUST 5, 2011
[Customer] Are You Crushing Your Customers with Content?
That’s because proactive companies are constantly developing customer content that addresses customer challenges. As Valeria Maltoni explains, customer loyalty is the byproduct of continued conversation. But if your teams aren’t in constant communication, you can end up crushing your customers with redundant content.
BUZZ MARKETING FOR TECHNOLOGY | WEDNESDAY, SEPTEMBER 22, 2010
[Customer] Social Customer Support: AT&T is doing it Right!
There is a customer service lesson in here for all B2C and B2B Marketers – this is the type of support customers are expecting today on the social web. think a lot of B2C and B2B Marketers are listening but they tend to think that actual customer support is someone else’s job when in reality Marketers need to own customer support!
IT'S ALL ABOUT REVENUE | MONDAY, APRIL 7, 2014
[Customer] Customer-Obsessed Marketing Is Your Next Competitive Edge
And they’re doing that by proving that “your customers are only one click away from your competitors” is more than just a clever phrase —it’s the difference between being a market leader and going out of business. by Mark Hurd | Tweet this Editor’s Note: Today’s post is an excerpt of an article originally published on LinkedIn.
B2B LEAD GENERATION BLOG | MONDAY, JULY 1, 2013
[Customer] Lead Generation: How Lithium Technologies uses webinars to grow its customer database
For instance, an organizational focus on social customer care and the popularity of content around ROI can become a webcast on “Getting to Big ROI with Social Customer Care.”. Lead Generation B2B content marketing customer relationship management lead capturing tactics lead generation marketing strategy webinars Step #1.
I-SCOOP | SUNDAY, FEBRUARY 1, 2015
[Customer] Customer experience management – putting the customer first
Customer experience management. Three words standing for a whole discipline aiming at creating customer value through experiences which in turn leads to business value. The customer experience belongs to the […
PHOENIX RISING | MONDAY, FEBRUARY 15, 2010
[Customer] 3 Steps to Customer Intuition
You know what I mean, that feeling that tells us a product idea has legs, a story is going to sell, a customer segment is going to love our new idea. If you think like your customers. Custom intuition makes or breaks our business. When we're in sync with our customers - we soar. Wanna be a market leader?
CMO ESSENTIALS | MONDAY, APRIL 20, 2015
[Customer] Marketing, Sales, and Customer Service Collaboration: 7 Free Research Reports for Shared Knowledge
You can’t be competitive in marketing today without an eye for sales and customer experience best practices. You can’t be an effective seller if you don’t have a few marketing and customer service skills up your sleeve. You need to see into the other customer-facing spheres. To learn more, read: Customer Engagement Has Evolved.
B2B MARKETING UNPLUGGED | WEDNESDAY, JULY 23, 2014
[Customer] Your Customers Want to Talk to You
Last week we looked at the Customer Service Theatre that follows a hyper-vigilant Seal Team Six intervention on social media. This week, we should look at the much more pernicious problem of Customer Hide and Seek. Customer Service Person: But then customers will call it looking for support. Customer service is expensive.
B2B MARKETING INSIDER | WEDNESDAY, OCTOBER 24, 2012
[Customer] 31 Easy Ideas To Create Content Your Customers Want
The objective is to simply answer your customers’ top questions, to rank for the top keywords and to generate enough value in each post that your readers want to share it with their connections and come back again. 31 Easy Ideas To Create Content Your Customers Want. And you don’t need to sacrifice quality. “).
VIEWPOINT | WEDNESDAY, APRIL 24, 2013
[Customer] PowerViews with Jim Dickie: Customer-centric is Key
Jim is Managing Partner at CSO Insights, a research firm that specializes in benchmarking how companies are leveraging people, process, and technology to optimize the way they market to, sell to, and service customers. Companies need to be more customer- and solution-centric. My guest today is Jim Dickie. Not Enough Leads. Stay Tuned
LEADER NETWORKS | THURSDAY, AUGUST 4, 2011
[Customer] Online Customer Communities Change Companies
Are you ready and prepared to let customers roam, metaphorically, through your building and make contributions and suggestions? Are you prepared to become responsive to customers at the times they want to engage? Online communities are not neutral. They fundamentally change the nature and way a company does business. Be Proactive.
INDUSTRIAL MARKETING TODAY | FRIDAY, JULY 12, 2013
[Customer] Industrial Content Marketing’s Impact on Customer Experience
Customer experience — the Holy Grail of customer loyalty and repeat business. Customer experience is [.]. Content Marketing Inbound Marketing Social Media Marketing Customer experience Industrial Marketing Every company wants it, many talk about it but only a few get it right. This is only a content summary.
FEARLESS COMPETITOR | FRIDAY, APRIL 26, 2013
[Customer] How to Find New Customers – The Definitive Guide to BtoB Demand Generation
Marketo has a series of “definitive guides to…” So does Find New Customers – on BtoB Demand Generation. A few months ago, I attended a meeting with Marketo at my former employer in Atlanta. Find New Customers also has a Definitive Guide to BtoB Demand Generation , in our white paper called How to Find New Customers.
VIEWPOINT | TUESDAY, MAY 14, 2013
[Customer] PowerViews with Michael Brenner: The Battle for Customer Attention
At SAP, Michael’s challenge is to transform social business and content marketing to reduce cost-per-acquisition of new customers. The Battle for Customer Attention. Click to start video at this point — Michael sees one of the biggest challenges companies are currently facing is the “battle for customer attention.” Stay Tuned
CONVERSIONATION | SUNDAY, JULY 3, 2011
[Customer] Prospecting the Social Customer: Same Needs, Different Scale
Customer relationship management is a strategy to manage the interaction with prospects, leads and customers. The term consists of three parts: Customer, relationship and management. Relationship marketing is the building and maintaining of good relationships with customers. prospect is a potential customer.
CONVERSIONATION | MONDAY, DECEMBER 10, 2012
[Customer] Touchpoint and Customer Experience Mapping Made Easy
Example of retention stage touchpoints “This is the age of the customer”. You need to see the world through your customers’ eyes”. discovered this customer experience mapping tool a few months ago when it was still in Beta. just want you to work in a more customer-centric and efficient way. You just have to check it out.
LEADER NETWORKS | WEDNESDAY, OCTOBER 19, 2011
[Customer] Putting Customer Events On Steroids, Why You Need An Online Customer Community
If your company has an annual conference or customer summit, gather customers for insights, you have already exerted the power to convene. And, through your successful events, your customers relish meeting with each other and with your organization's thought leaders. B2B customer communitiesIt does have to be this way.
SAVVY B2B MARKETING | MONDAY, JANUARY 9, 2012
[Customer] 10 Ways Customer Stories Help Companies Sell
We're pleased to present this guest post by Casey Hibbard , customer success story specialist, to kick off the new year. Read on to see all the ways that companies benefit from customer stories. According to research firm Gartner, a potential customer is 2.5 Make sure your teaser is appropriately attractive. ” 3.
VISIONEDGE | MONDAY, FEBRUARY 3, 2014
[Customer] Using Customer Lifetime Value to to Improve Marketing Investment Decisions
The profits generated during the retention phase of a customer relationship are often referred to as customer lifetime value or customer retention equity. Intuitively, we know that Customer Lifetime Value (CLV) is an important metric for every company. How do you calculate CLV? 1/1.61). In this case that is 2.56 years.
B2B MARKETING INSIDER | WEDNESDAY, FEBRUARY 19, 2014
[Customer] Need New Customers? Get Happy Employees
Because the role of marketing is to get and keep customers. They build brand ambassadors who reflect positively on the business with each interaction with customers, employees and society at large. That’s how to get and keep customers. The post Need New Customers? Why is this important for marketing strategy?
B2B MARKETING TRACTION | FRIDAY, NOVEMBER 12, 2010
[Customer] Improve Service with a Customer Touch Point Map
Buyers deal with a great sales person, but delivery is slow, installation sloppy, customer service doesn’t solve problems and/or accounting doesn’t understand what the customer is trying to communicate. Could that describe your level of service to your customers? Lots of customers, many years of touch points.
BIZNOLOGY | FRIDAY, MAY 1, 2015
[Customer] How much does customizing your marketing technology cost?
They’ve customized themselves out of business. understand that except for configuring settings, customization is beyond the budget of any small business. But medium and larger businesses customize technology all the time–often in ways that the vendors of the technology could never have dreamed of. You must customize.
CMO ESSENTIALS | THURSDAY, DECEMBER 4, 2014
[Customer] The Good, the Bad, and the Ugly in Using Customer Data for Marketing
There are good things about collecting customer data – catering to consumer preferences, ensuring relevant communications, anticipating needs in convenient ways. There are challenging things about collecting customer data – privacy concerns, data usage restrictions, maintenance and security demands. increase in customer satisfaction.
LEADER NETWORKS | MONDAY, JULY 18, 2011
[Customer] Social Business Readiness: 5 Questions for Customer Care Executives
Your customers are talking about your company right now. Funny thing about customers: unlike staff, you can't make them stop talking in public about what they like -- or don't like -- about your products, services, policies, practices or personnel. However, if your customer care is strong in general, then social can only accelerate it.
SOCIAL MARKETING FORUM | WEDNESDAY, DECEMBER 22, 2010
[Customer] Social CRM: Customer-Centricity And The Need For Redefinitions
Customer-centric thinking and working is the main driver in all marketing changes, we are going through, including social media marketing. Customer-centricity is not some kind of slogan. CRM Sales community customer relationship management customer-centricity value
CONVERSIONATION | FRIDAY, JUNE 3, 2011
[Customer] Using Customer and Peer Reviews to Generate Revenue and Loyalty
For 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.
AVITAGE | WEDNESDAY, MARCH 26, 2014
[Customer] Customer Facing Content as a Conversation
Start with the Conversation Thinking about customer facing content as a conversation is a helpful starting point. It will help you determine what content to build (topics and […] The post Customer Facing Content as a Conversation appeared first on Avitage. think some deeper distinctions about content can help here.
CONVERSIONATION | SUNDAY, MAY 29, 2011
[Customer] Customer-Centric Social Media: What is Your Unique Social Proposition?
Blog Connected marketing Social media marketing customer-centric ROI social media Unique Selling Point Unique Selling Proposition unique social proposition USPThere is no shortage of acronyms in the marketing jargon. This way, e.g. ROI became Return On Involvement and even Return On Ignorance, just to name one acronym.
STORIES THAT SELL | TUESDAY, JANUARY 8, 2013
[Customer] Customer Videos 101: How to Score a Killer Sound Bite
But given a little practice – anyone can elicit uber-happy sound bites from satisfied customers on camera. Here are some guidelines before interviewing your satisfied customers: 1. Your Prep Work: Before conducting an interview, write out open-ended questions that help draw out the customer’s story. Excited?
GROW - PRACTICAL MARKETING SOLUTIONS | MONDAY, JULY 29, 2013
[Customer] Social media research, customer insight, and the power of the one
Long before the days of Sysomos, Radian6, or even Facebook, the only way to learn about trends and “sentiment” was to actually poll your customers or go out and talk to them. When I was a marketing director for a large company I led an activity called “Listen to the Customer.” We were stunned. Dig deep.
PAUL GILLIN | THURSDAY, AUGUST 9, 2012
[Customer] How Twitter Amplifies a Customer Attack
The following is an excerpt for the forthcoming book, Attack of the Customers: Why Critics Assault Brands Online and How to Avoid Becoming a Victim , by Paul Gillin and Greg Gianforte. For a problem affecting multiple customers, consider creating a unique hash tag for updates. Now, thanks to the Internet, we know this is not true.
BIZNOLOGY | THURSDAY, SEPTEMBER 20, 2012
[Customer] How familiar are you with your customers?
But how well do you really know your customers. I’ve been talking to a number of marketers from a cross-section of companies over the last few months, and I am afraid that from my vantage point, the answer is that we don’t know our customers well enough. Now, the engineers are their customers. If not, why not?
STORIES THAT SELL | TUESDAY, OCTOBER 22, 2013
[Customer] One Case Study Helps Land FIVE Major Customer Awards
Never doubt the power of a single case study or the positive impact for the featured customer. • 2012 1to1 Media Customer Champion. It''s a powerful but often-overlooked way to get more mileage out of a customer case study. It''s a big benefit for customers. • 2012 DMA – Marketer of the Year.
VERTICAL RESPONSE | THURSDAY, AUGUST 7, 2014
[Customer] 5 Tips to Get Social with Your Customer Service
This also means having an active social presence that can help satisfy customer service needs with real-time responses. If you’re not using social media to assist your customer service needs, or if you’re looking to make improvements, here are 5 tips to get your social customer service off the ground. 1. Play nice.
SAZBEAN | THURSDAY, JANUARY 22, 2015
[Customer] How Brands Use Social Media to Enhance the Customer Experience
Instead of measuring returns by profits, companies are utilizing social media to enhance the overall customer experience. good customer experience means positive word-of-mouth advertising and retention of brand loyalists. JetBlue ultimately retained a customer and showed others how the company does its best to address all concerns.