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. The same is true with customer content. You could see a rise in unsubscribes from your customer newsletter, indicating they may be seeing too much overlapping information. You might see a decline in activity on your customer community. MORE >>

Your products or services are purchased because they meet a need for your customer, not because you have a fancy brand or a clever marketing campaign. That need may be for pain relief or to cook a meal or to fit in with peers, but it is still the customer’s need that drives a purchase and the customer’s experiences are what set the stage for that need to be fulfilled. If you’re not managing that experience actively, what kind of situation will your customer be in? Sedating customers isn’t the solution for most industries. MORE >>

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. Spotting a customer issue, responding to them and solving their problem in minutes using social media provides what can only be called an exceptional customer experience. Great customer service enabled by social media is a no brainier and it is the single best place to build your business case for social media! Digg this! MORE >>

Many marketers fail to meaningfully differentiate their customer experience strategy from that of their competitors. So how can you blame customers that who don’t perceive much of a difference between you and your competitors, and instead make their decisions on price? MLC’s study, “Delivering a Preferred Customer Experience”, outlined just how customer experience investments pay off for B2B suppliers – namely, a great customer experience scrambles the competitive set , and makes it very difficult for buyers to compare suppliers on price alone. MORE >>

In a recent study by MarketTools 34% of executives surveyed stated that they were aware of customers using social media to comment on or complain about their company and/or its products. It seems some executives realize that the voice of the customer is channel-agnostic and consumers use [.]. Blog Connected marketing Customer engagement Customer relationships Customer service Research Social media marketing customer experience customer feedback social media sentiment analysis voice of the customerThat’s about one-third of respondents. MORE >>