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  • 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.
  • B2B LEAD GENERATION BLOG  |  MONDAY, OCTOBER 14, 2013
    [Customer] Lead Generation: Who knows the customer better – Marketing or Sales?
    The only presentation that ever seemed to rattle her nerves – and just ever so slightly – was the annual presentation to Sales leaders, justifying her upcoming budget (and, perhaps, existence). “We talk to the customer every day…”. We all feel that we have a golden gut to some extent, especially when we’re interacting directly with 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.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  MONDAY, AUGUST 6, 2012
    [Customer] Social media case study: It’s not just a brand, it’s a buddy
    It’s my favorite store. I’ve been going to Home Depot for 20 years and have spent untold thousands of dollars on home improvement and landscaping materials. I am a totally loyal customer. A few months ago, I bought a dozen small bushes for my front yard. How are you doing that for your customers … your loyal friends?
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, DECEMBER 19, 2012
    [Customer] Personalizing With Purpose
    Most e-commerce sites still struggle to leverage the growing wealth of customer data to which they have access. This failure to integrate customer relationship management (CRM) activities with online visitor behavior is wasting a significant opportunity to transform CRM into Customer Relationship Marketing. billion.
  • IT'S ALL ABOUT REVENUE  |  MONDAY, JANUARY 27, 2014
    [Customer] 3 More Trigger Marketing Tips To Improve Engagement
    These are negatives and trigger bad feelings in the customer. The forms were all filled out and the young man went on to become a huge customer for the bank. Think about the easiest way to get a “Yes” from potential customers and you’ve got a great call to action. Follow Josh on Twitter  @jhaynam. What makes you take action?
  • VERTICAL RESPONSE  |  FRIDAY, FEBRUARY 20, 2015
    [Customer] Understand Your Target Market: 3 Steps to Creating Customer Personas
    Whether your customers are commuters, busy moms, fashion bloggers, or families needing dental care, your business appeals to a target market. You may have a grasp on your customers, but how well do actually know them? How do you create customer personas? Step #1: Interview and/or survey your customers. Location.
  • LEADER NETWORKS  |  THURSDAY, FEBRUARY 3, 2011
    [Customer] Six Reasons Firms Build B2B Customer Communities
    They're fun to talk about, as compared to the ho-hum business of building communities that help customers find solutions to core business issues in areas like technology, manufacturing or insurance. know -- we have been creating a database of B2B customer communities to build awareness and best practice centers for practitioners.
  • 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.
  • 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.
  • INBLURBS  |  THURSDAY, MARCH 10, 2011
    [Customer] How to transform your offline marketing to online inbound marketing
    This makes it easy for your potential customer to capture your most important information on the fly, like website URL and slogan, with a smart phone. For this you should maintain an email list and set a lead nurturing process to convert those generated leads during the time to paying customers. View more documents from inBlurbs.
  • INBLURBS  |  MONDAY, MARCH 14, 2011
    [Customer] Inbound marketing or think globally and work locally
    Most companies think to get customers from all over the world but miss to focus on their local area, which is much easier than to try to get customers form the other side of the world. The best and easiest way is to get your Google Places listing first. This is very easy and a great point to start your local marketing!
  • B2BMARKETINGSMARTS  |  MONDAY, FEBRUARY 4, 2013
    [Customer] A dangerous oversight in B2B marketing.
    Most of the content posted here addresses the B2B marketing efforts necessary to attract leads, nurture them and convert those leads into customers. Customer Loyalty Uncategorized B2B Marketing Customer Acquisition Customer RetentionSo the last thing [.] A dangerous oversight in B2B marketing.
  • FEARLESS COMPETITOR  |  MONDAY, MAY 2, 2011
    [Customer] Top 10 Reasons NOT to talk to Find New Customers
    B2B Lead Generation | 10 Reasons NOT to Talk to Find New Customers. The B2B lead generation consultancy, Find New Customers is not for everyone. Prospective customers are beating down your doors to buy. 9. Jeff Ogden is President of the  B2B lead generation  consultancy,  Find New Customers. Thank you, David Letterman!).
  • INBLURBS  |  TUESDAY, AUGUST 9, 2011
    [Customer] Is your health care institution prepared to communicate in social media?
    A study done by National Research, a health care research firm discovered that 96% of their respondents use Facebook, 28% of their respondents use YouTube and 22% of their respondents use Twitter to research on information about health care. When people are looking for products and services on the web they go to Google first to do their research.
  • BUZZ MARKETING FOR TECHNOLOGY  |  TUESDAY, APRIL 27, 2010
    [Customer] Social Media and the Contact Center for Dummies (Wiley)
    The result being faster turnaround on customer complaints, and increased responsiveness to customer needs. Tags: Customer Customer Support Facebook Listening Social Media Support Twitter More than ever, consumers use social media to spread the word about the brands they like and perhaps more importantly, don’t like.
  • STORIES THAT SELL  |  THURSDAY, NOVEMBER 11, 2010
    [Customer] Why Companies Need to F-R-E-E Their Case Studies
    A small software company recently ran an experiment… The company, which had been requiring registration to download its customer case studies, decided to unlock those stories on their website. Customer stories, while educational, are still promotional at heart. Great lead source or a barrier to customer engagement?
  • SALES INTELLIGENCE VIEW  |  TUESDAY, JANUARY 22, 2013
    [Customer] InsideView Customer Spotlight: How Rosetta Stone Increased Win Rate 12%
    InsideView today released some findings from our customer,  Rosetta Stone , regarding their sales success in 2012. And perhaps most importantly, InsideView provides the big-picture insights that allow us to educate our target customers about the need for language learning within their own companies. The stats? How did they do it?
  • BUYEROLOGY  |  WEDNESDAY, AUGUST 3, 2011
    [Customer] Future of Buyer Personas is Social - Part 5 (6 Essentials To Embedding Into Your Organization)
    Due to the viral misunderstanding about buyer personas, as I previously mentioned sometimes research is misrepresented as meaning to talk to a few customers, a few friends, and interview employees.    Such as in customer experience for example where the efforts must take on a multi-disciplinary approach. 
  • LOOPFUSE  |  MONDAY, SEPTEMBER 16, 2013
    [Customer] The Continuum of Customer Service
    Since I’m in a Customer Service oriented position as well, this conversation led to an interesting discussion about something I called the “Continuum of Customer Service” at the time. Basically it’s the concept that, no matter what you do, customer service reigns. Responding to wants/desires. Do you think we’ll ever go back?
  • SOCIAL MARKETING FORUM  |  WEDNESDAY, DECEMBER 8, 2010
    [Customer] Engagement Has Its Rewards In Social Media
    One of the most sought after answers in Social Media is whether or not engagement in social networks such as Twitter or Facebook directly correlates to customer acquisition, retention, and advocacy. Before we can earn customers however, we have to recognize that at any given time, there are also prospects.
  • 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
  • STORIES THAT SELL  |  MONDAY, MARCH 9, 2015
    [Customer] Arm Your Sales Team with Customer Success Slides
    What examples can she share of current customer successes? Although she''s got a good written customer case study that fits the prospect''s situation, she needs a slide to represent it. Here''s an example: The post Arm Your Sales Team with Customer Success Slides appeared first on Stories That Sell. It''s 9 a.m. What to Include.
  • STORIES THAT SELL  |  THURSDAY, NOVEMBER 3, 2011
    [Customer] Case Studies: When Measurable Results AREN’T Necessary
    For years, I've counseled my clients on the importance of getting solid results into their customer stories. Does it generate higher traffic, better customer satisfaction and so on. customer success story I'm working on right now features an anecdote instead of a measurable result.
  • 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?
  • BUZZ MARKETING FOR TECHNOLOGY  |  THURSDAY, AUGUST 27, 2009
    [Customer] Using Social Media to Deepen Customer Relations
    An obvious win for companies looking to jump into Social Media is in the Customer Support area. As more and more customers voice their opinions online, the choice is not if you should be responding using Social Media, but when are you going to start responding! Today’s customer support through Contact Centers typically feels anonymous.
  • REVENUE JOURNAL  |  WEDNESDAY, NOVEMBER 21, 2012
    [Customer] How Customers Want to Be Contacted: Debunking Common Marketing Myths - Part 3 of 4
    The truth is, using these tactics is more likely to irritate and repel your customer than to make them want to buy from you. How do customers want to be contacted? Buyer experiences Customer Experience Customer's Buying Process Ethical marketing How Customers Buyread more.
  • INBLURBS  |  MONDAY, AUGUST 29, 2011
    [Customer] Social Media Recruiting for Businesses Made Easy!
    Social media has become a powerful communication channel for businesses to gain attraction, to educate their target audience, to offer support and service or simply to stay in touch with recent and future customers worldwide. As social media popularity is growing, the business opportunities for companies grow also. But not about them self!
  • SAZBEAN  |  TUESDAY, SEPTEMBER 23, 2014
    [Customer] Customer Service Kings: 3 Strategies All Businesses Can Employ
    But the nation’s largest Internet and cable provider could be in for a rude awakening when third quarter earnings are released due to a bad summer of customer service. Ryan Block, a San Francisco resident, recorded and uploaded the first customer service call heard round the world this past July. Comcast profits were $1.99
  • BUYEROLOGY  |  SUNDAY, AUGUST 21, 2011
    [Customer] Buyer Behavior Dooms HP in Tablet Market
    buyer behavior buyer experience buyer experience cycle buyer experience marketing buyer goals buyer insight buyer persona Buyer Personas buying process customer experience Customer Insight customer strategy Marketing social buyer social commerce social customer social influenceImage by HP PSG APJ via Flickr. Technology.
  • BUYEROLOGY  |  WEDNESDAY, JULY 6, 2011
    [Customer] The Future of Buyer Personas is Social - Part 1
      Let's look at a few: Buyer personas are not a buyer profile, a demographic profile, a psychographic profile, a market segment profile, a sales profile, a market research profile, a customer survey profile, or a focus group profile.    These interviews becoming more relevant to Voice of the Customer oriented programs.
  • BUYEROLOGY  |  WEDNESDAY, APRIL 20, 2011
    [Customer] Using Context for Social Buyer Persona Strategy
    Image via Wikipedia. Without context in strategy planning for the new social buyer persona, we are left with a factual approach to identifying target social buyers.    We will attain indications on what social buyers are doing.    Good evidence of this is the recent spate of infographics we’ve seen on social media and buyers. 
  • CUSTOMER EXPERIENCE MATRIX   |  WEDNESDAY, MARCH 19, 2014
    [Customer] IgnitionOne Buys Knotice, Prompting Many Deep Thoughts
    Both vendors are listed in Raab Associates’ Guide to Customer Data Platforms in the “audience management” category. But the extract below from the CDP Guide also shows how they complement each other: Knotice does “fuzzy” matching of names and addresses and sends email, while IgnitionOne buys online media and selects best customer treatments.
  • STORIES THAT SELL  |  TUESDAY, OCTOBER 25, 2011
    [Customer] Chase Those Customer Stories – Before Treasured Contacts Leave!
    Earlier this summer, I was talking with a friend/associate about customer stories. The web developer was excited to capture a case study on one of his customers who had a great experience with his firm. Organizations lose their strongest customer stories because they're ultimately not fast enough in capturing them.
  • IT'S ALL ABOUT REVENUE  |  FRIDAY, APRIL 6, 2012
    [Customer] 5 Crimes of Customer Care
    by Peter Armaly | Tweet this It’s not corporate espionage, but the way some businesses treat their customers can seem downright criminal. In the age of the Internet, customer support should be everyone’s concern. This has real impact on a company’s ability to increase both customer satisfaction and product adoption.
  • B2B MARKETING UNPLUGGED  |  THURSDAY, APRIL 9, 2015
    [Customer] The End of Valued Customers
    Also, Alan should stop calling me. I don’t think he understands that I’m already a customer and just because I downloaded a white paper from your website does not mean I am interested in having his babies. By the way, my name is Elizabeth, and if I were truly your valued customer you would know that.  Go $#%* yourselves. Total genius.
  • FOLLOW THE LEAD  |  TUESDAY, OCTOBER 19, 2010
    [Customer] The Sweet Spot: Finding the ‘voice’ of the customer
    Voice of the Customer Marketing: A Revolutionary Five-Step Process to Create Customers Who Care B-to-b sales execs can be forgiven if they view the “close” as the culmination of what, in many cases, can be a long and arduous process. What the ‘close’ connotes is the end of the process: ‘I have [.].
  • CUSTOMER EXPERIENCE MATRIX   |  TUESDAY, JUNE 18, 2013
    [Customer] AgilOne Combines Marketing Database, Analytics and Execution: Yep, That's a Customer Data Platform
    Here I am, all excited about discovering a new category of Customer Data Platform systems , which combine marketing database management, predictive modeling, and decision engines. The system builds on these to deliver packages of standard alerts, reports, guided analytics, individual customer profiles, and campaign lists.
  • INBLURBS  |  WEDNESDAY, FEBRUARY 9, 2011
    [Customer] 5 ToDos for your Social Media Success in 2011
    The same rules which apply to attract new customers the social media way, also apply to attract new employees. During you lead nurturing process you convert them to paying customers. Improve your customer service through Real-time conversations. You should focus on major trands to market your business. This spreads your reach.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  WEDNESDAY, JANUARY 22, 2014
    [Customer] Five tips to turn social media mistakes into customer advocacy
    We read about how to turn happy customers into brand advocates, but what about the unhappy ones? There’s no point in investing time and effort into a brand advocacy program to activate your current customers when you still have detractors focusing on service or product issues that need to be resolved. Sometimes, things go wrong.
  • 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?
  • 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.
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, JUNE 8, 2011
    [Customer] Ideal Customer Persona – made with Social Data
    Some advertising agencies charge you hundreds of thousands of dollars to create what they call the “ideal customer persona”. What if there was a way to build the ideal customer persona by using social data? behavioral targeting Customer Innovation Marketing People Social Media Strategy Buyer persona Social Data
  • BUYEROLOGY  |  MONDAY, MARCH 28, 2011
    [Customer] Study Reveals: Shift Spend to Improving the Buyer Experience
    According to a recent Satmetrix Net Promoter study, one in five consumers switch brands based on a bad buying experience and/or bad customer experience.    What they found was that approximately 22% of consumers stopped doing business based on a bad customer experience.  Image by mia! via Flickr.
  • SALES CHALLENGER  |  TUESDAY, JANUARY 29, 2013
    [Customer] 3 Customer Contacts Reps Must Engage
    It seems that star reps have recognized something that their average-performing peers have not: the most accessible customer contacts, the ones that will always pick up the phone and talk to you, rarely have the influence or ability to build the internal consensus required to get a deal done. Let’s walk through each in turn: Go-Getters.
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, JANUARY 15, 2014
    [Customer] Why CMOs Should Stop Being Addicted to Pay-per-Click Ads
    Posted in Advertising Behavioral Targeting Conversion Optimization Customer Experience Interactive Marketing Lead Generation Online Advertising Online Testing Testing. Why would you spend a lot of money, resources and staff hours on mobile ads if the online or mobile experience itself frustrates, irks and turns away customers?
  • BUYEROLOGY  |  TUESDAY, SEPTEMBER 27, 2011
    [Customer] Influence of Buyer Perceived Value (BPV) on Buyer Behavior and Decisions
    Loyalty : the cumulative value of previous buyer experiences and relationships can translate into strong customer loyalty. Image by Will Lion via Flickr.   A key component of understanding buyer behaviors and decisions is gaining a reality check on Buyer Perceived Values (BPV).    It is proving to be a tricky formula. 
  • CONVERSIONATION  |  WEDNESDAY, APRIL 18, 2012
    [Customer] Optimize: a Holistic View of Content and Marketing Optimization
    In an interview, Lee outlines some key takeaways of his book, that is yet another appeal for a more customer-centric and holistic (digital) marketing approach. The consumer is one Marketing optimization encompasses every interaction/channel the individual consumer prefers, whereby the customer experience is the total of all touchpoints.
  • 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.
  • BUYEROLOGY  |  WEDNESDAY, JANUARY 5, 2011
    [Customer] The Importance of Buyer Personas to Lead-to-Revenue Management
    Image by nicolasnova via Flickr. tough assignment for B2B marketers today is getting a handle on how buyers progress through the buying and selling cycles.    As Sirius Decision and CSO Insights have reported on often, buyers are progressing through 70-80% of the buying and sales cycle before engaging directly with sales. 
  • BUYEROLOGY  |  SUNDAY, MAY 20, 2012
    [Customer] The State of Buyer Personas 2012
    Personas are developed from primary qualitative research with real customers.  Particularly those who have large bases of existing customers and have seen the mix of channels used by customers become more diverse as well as integrated.  © All Rights Reserved by 24point0. Over the past ten years it has been quite a journey.  
  • 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
  • BUYEROLOGY  |  MONDAY, NOVEMBER 21, 2011
    [Customer] Buyerology Trend: Think Buyer Network vs. Buyer
      External collaborators such as partners, suppliers, communities, and valued customers are participating in the buyer network with direct influence on decisions.    Today’s C-Suite will need to adjust their own views of existing customers and prospective buyers.  Image by cesarharada.com via Flickr.
  • 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.
  • SOCIAL MARKETING FORUM  |  TUESDAY, MAY 24, 2011
    [Customer] Twitter Customer Service Should not be Lipstick on a Pig
    When the passion and commitment of your social media front line people is not reflected in your processes and not shared by your customer service reps or even supported by your corporate culture or values, you are shooting yourself in the head.
  • FIFTH GEAR ANALYTICS  |  THURSDAY, JULY 29, 2010
    [Customer] How Much Are Your Customers Worth?
    As marketers, we have heard about it for years:  It is important to understand the total value of your customers over the “lifetime” of their relationship with your brand, product or service. Why would you not want to understand the total impact a loyal customer can have on your acquisition and retention efforts based on this calculation?
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, SEPTEMBER 12, 2012
    [Customer] Online Shopping’s – Zero Moment of Truth
    Posted in behavioral targeting Customer Experience Online Shopping. Like many things in marketing, the solution lies in listening: listening to your customers, that is. behavioral targeting Customer Experience Online Shopping Customer Centric etail Forrester Multivariate testing online shopping ZMOTYou’re launching a new.
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, NOVEMBER 17, 2010
    [Customer] Brand Advocates vs Brand Adversaries – it’s a Very Thin Line!
    Everyday I provide support on the social web to customers. For the last 18 months we have solved hundreds of issues both small and large for customers around the globe, some as quickly as 15min others as long as 24 hours. It’s a great double sided ROI story for Social Customer Support. Email this to a friend? Tweet This!
  • SOCIAL MARKETING FORUM  |  FRIDAY, JANUARY 14, 2011
    [Customer] Customer Satisfaction And Social Feedback: No One Cares About You
    94% of companies do not yet use social media channels such as Facebook and Twitter to gather customer feedback. In the era of the empowered consumer, customer satisfaction should be a holy grail for every single business on this planet.
  • BUYEROLOGY  |  WEDNESDAY, AUGUST 31, 2011
    [Customer] Is It Reach and Engage or Listen and Engage?
    Cover via Amazon. have been thinking about this question for some time.    I have been thinking that there is something wrong with all the titles I see that begin with Reach and Engage for numerous articles and blog posts.    To me at least, it seems that in the social age the terms Reach and Engage cancel each other out. 
  • 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.
  • FEARLESS COMPETITOR  |  SATURDAY, APRIL 16, 2011
    [Customer] Fire Your Customer
    B2B Lead Generation : Fire Your Customer. If your business is young and small, choose your customers carefully. Find New Customers had a customer we should have fired long ago. should have fired that customer. Don’t waste them on problem customers. Do you have customers you should fire? No plan.
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, APRIL 10, 2013
    [Customer] More Traffic? Or More Conversions? No Contest.
    Posted in Behavioral Targeting Commerce Conversion Conversion Optimization Customer Experience eCommerce Interactive Marketing Personalization Testing. A bit of a trick question: If you had $100 to spend, would you be better off devoting that money to doubling the traffic to your site? Or doubling your conversion rate? Do you really know?
  • STORIES THAT SELL  |  TUESDAY, JUNE 10, 2014
    [Customer] How to Cue Up Hard-Hitting Customer Quotes
    There are times when, magically, customer quotes are exactly what you dreamed they would be. The featured customer delivers glowing, colorful, emotive comments that speak to the exact challenges that the audience is facing and provide the much-desired validation that the vendor wants in the case study. The rest is up to the customer!
  • WINDMILL NETWORKING  |  WEDNESDAY, MARCH 12, 2014
    [Customer] How Most Companies Fail at Social Customer Service
    In 2014, more and more companies are gradually incorporating social media into their customer service approach. There’s still a huge gap between companies that rule social customer service and others who simply fail. How Most Companies Fail at Social Customer Service by Sofie De Beule - Maximize Social Business.
  • STORIES THAT SELL  |  THURSDAY, AUGUST 4, 2011
    [Customer] Doubt the Power of Customer Stories Today?
    Why do customer success stories work? And how do you create quality video customer stories for your marketing efforts? I am honored to be a featured expert for The Light Group , a digital media company. Share: customer case studies Customer success stories Using Customer Stories Video testimonials
  • 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 […].
  • INBLURBS  |  WEDNESDAY, AUGUST 1, 2012
    [Customer] Customers Demand Brands to Prove Themselves Trustworthy
    Trust is a major factor when it comes to get new customers acquired. Reviews (customer generated content) are a way how brands can gain trust with future customers said 41% of the surveyed people. This brings us to the most effective way how to gain customer trust before you ask for the sale. This gains trust.
  • LOOPFUSE  |  TUESDAY, JANUARY 8, 2013
    [Customer] LoopFuse and Nearstream combine to offer social customer engagement with marketing automation
    All of our current LoopFuse customers will be receiving details shortly on getting set up with their Nearstream accounts. Below is the full press release: Nearstream and LoopFuse Combine To Offer Next Generation Social Customer Engagement with Marketing Automation. Great things ahead! Robert Pease, CEO & Bradley Young, CTO.
  • VERTICAL RESPONSE  |  THURSDAY, DECEMBER 18, 2014
    [Customer] Email Marketing Helps S&S Brand Whet Its Customers’ Appetites
    VerticalResponse customer since 2011, S&S Brand has organically grown their email list from zero to hundreds of subscribers who’ve sign up for their emails on the S&S Brand website and at events. Check out even more customers who use email to grow their business, like The Epicurean Connection. © 2014, VerticalResponse Blog.
  • STORIES THAT SELL  |  THURSDAY, JANUARY 20, 2011
    [Customer] Zahmoo: The Online Story Bank
    Share: Customer success stories customer case studies online story bankIn an organization, a single, powerful story can help land new business, get PR, win awards, train new sales reps, and reinforce the company's vision among all employees. Yet so many stories go unrecorded - and lost as people leave the company. It lets you.
  • CONVERSIONATION  |  SATURDAY, DECEMBER 17, 2011
    [Customer] Customer-centricity in a Social World: Redefining the Customer
    Customer-centricity is a term we are using increasingly in marketing lately. Customer-centricity was defined as providing positive consumer experiences for a long time.  Blog Connected marketing Customer-centricity Management Marketing theory customer-centricityNow we define it in a much broader sense: as a strategy [.].
  • BUYEROLOGY  |  TUESDAY, JANUARY 3, 2012
    [Customer] 7 Burning Questions for B2B Marketers in 2012
    Asking good questions was seared into my mental consciousness by several mentors early in my career.  This notion was further influenced by prodigious reading of Peter Drucker. 
  • BUYEROLOGY  |  TUESDAY, NOVEMBER 1, 2011
    [Customer] How Buyer Perceived Risks (BPR) Affects Buyer Behavior and Purchase Decisions
    Image by IceSabre via Flickr. The notion that perceived risks influences purchasing behavior has been around for quite some time.    As we have seen an increase in the complexity of the buying process, we are seeing a correlating increase in Buyer Perceived Risks (BPR)© associated with purchase decisions.  Related articles.
  • AD YOUR COMMENT HERE  |  MONDAY, APRIL 4, 2011
    [Customer] Person-brands + Social CRM = Personal Relationship Management
    Customer relations Person-brand social media Customer relationship management Edelman Digital person-brand Social CRMEdelman highlights the rise of Social CRM tools, primarily in enterprise settings. But it was the diagram for the overall post that sparked the thought of Personal Relationship Management in the first place.
  • BIZNOLOGY  |  MONDAY, DECEMBER 9, 2013
    [Customer] Customer Service – Your most powerful retention tool or your competitors most powerful acquisition tool?
    So when it comes to taking care of loyal ,profitable customers, why do so many companies pay lip service to the notion that the customer comes first? Is customer service your most powerful retention tool or your competitors’ most powerful acquisition tool? Let Car companies do it with lease customers all the time.
  • BUYEROLOGY  |  SUNDAY, DECEMBER 12, 2010
    [Customer] B2B Imperative: Reinvent the Sales Experience
      The digital age bringing new expectations on the part of buyers for learning experiences, subject matter expertise, innovative customization, and varied channel engagements.  Image via Wikipedia. Adapting to transformative changes in buyer behavior is the most significant challenge facing B2B organizations. 
  • BUYEROLOGY  |  THURSDAY, DECEMBER 15, 2011
    [Customer] Buyerology Trend: Humanize the Buyer Experience
    This is the final article looking at buyer trends that will influence marketing and sales in the near and foreseeable future.
  • 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.
  • IT'S ALL ABOUT REVENUE  |  SUNDAY, OCTOBER 13, 2013
    [Customer] What An Advocate-Centric Marketing Organization Looks Like
    Not quite a community or social media manager or a customer marketer, Advocate Marketers often possess the qualities of both. It’s the Advocate Marketer’s job to mobilize their company’s happiest customers, partners, and other fans through a formal advocate marketing strategy to acquire new customers and increase revenue.
  • 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.
  • IT'S ALL ABOUT REVENUE  |  SATURDAY, MARCH 8, 2014
    [Customer] SXSW Preview: Social Technologies and the Universal Customer Profile
    These questions are all related to the same phenomenon: social technologies are changing the language habits and behaviors of marketers and their customers. Let me focus on one related point in particular: As they evolve, social technologies will expand our definition of the universal customer profile.
  • BIZNOLOGY  |  THURSDAY, MAY 31, 2012
    [Customer] Let your B2B content run free–the case against gating
    So, that white paper or that case study that customers are dying to see? Your customers actually give up rather easily, which is the first problem with gating content. Your customers can tell you what works better if you let them. Credit: Getty Images via @daylife. But it seems like a good enough name. Show us some ID first.
  • 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.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  MONDAY, DECEMBER 22, 2014
    [Customer] Are you SURE you know where your customers are?
    Time and again I work with marketers who claim “Our customers aren’t on social media.” Illustration courtest Flickr CC and Igor Menedez The post Are you SURE you know where your customers are? Time and again I work with marketers who claim “Our customers aren''t on social media.” It’s tricky. Now what?
  • 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.
  • I-SCOOP  |  MONDAY, APRIL 27, 2015
    [Customer] Nicola Millard: forget the contact centre – here comes the relationship hub
    On April 30th and May 1st, London hosts a second edition of the Social Customer Service Summit. Mission: exploring the convergence of social and digital customer service. Among the keynote speakers on the first day: Nicola Millard, futurist, psychologist and Head of Customer Insight & Futures with BT’s Global Innovation team.
  • BIZNOLOGY  |  WEDNESDAY, AUGUST 29, 2012
    [Customer] The social media listening market is maturing
    Customer service has its ticketing systems. Complaints on Yelp need to result in open customer service tickets, not a line item on a monitoring screen. Social Media Marketing Application programming interface Converseon Customer relationship management customer service sentiment analysis social media twitter
  • PAUL GILLIN  |  FRIDAY, AUGUST 19, 2011
    [Customer] What a Hotel Manager Taught Me About the Future of Business
    “I try to get out of the office at least a couple of times a week and connect with the customers,&# he said. He ticks of the two factors that most influence customer loyalty: “Cleanliness is number one by far. Customer service is number two. Scott Wright has no choice but to know what makes customers happy.
  • CUSTOMER EXPERIENCE MATRIX   |  MONDAY, JANUARY 13, 2014
    [Customer] Understanding Relationships Within the Marketing Technology Landscape
    The Backbone Platforms are, indeed, platforms that support most Experience and Operations systems, enabling those systems to focus on particular tasks without creating complete customer management environments of their own. Scott Brinker, a.k.a. That''s a difference worth noting. All show the same relationships among a small set of systems.
  • REPUTATION TO REVENUE  |  WEDNESDAY, OCTOBER 6, 2010
    [Customer] Why is customer-centric marketing still more talk than action?
    Michael Shrage’s recent Harvard Business Review post, Great Customers Inspire Great Innovations , got me thinking: Why, amid so much evidence of the power of customer-centric business, are so many companies still mired in inside-out operations? Which customers and clients does your firm celebrate as innovation partners -- and why?".
  • 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 [.].
  • CONVERSIONATION  |  TUESDAY, APRIL 3, 2012
    [Customer] Is Touchpoint Marketing the Only Marketing Left?
    Obviously, content deserves the proper focus since it serves both business and – prospective – customer goals, across all touchpoints, channels and stages in the customer life cycle. The so-called ‘empowered’ customer is what makes marketing work. Content is obviously crucial in marketing. It has always been.
  • 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
  • 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?
  • BUYEROLOGY  |  SUNDAY, MARCH 13, 2011
    [Customer] The New Buyer Experience Economy
      Pine and Gilmore can be characterized as oracles for they offered the premise that we were entering an experience economy where value was created by staging memorable experiences for customers.  Image by davidking via Flickr. In the past decade, we have undergone a monumental shift in how sellers and buyers engage. 
  • 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.
  • 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.
  • BUYEROLOGY  |  MONDAY, AUGUST 22, 2011
    [Customer] Buyer Personas Require Regular Refreshing
      Over the years, persona research in general was seen as a one-time initiative to establish a foundational understanding of customers – both users and buyers.  Image by zilver pics via Flickr.   The constant evolution of buyer behavior is the primary driver behind this principle.  Ecosystem. Technology. Social.
  • 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.
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