Companies that still provide phone support for customers are looking to the Internet to provide a lower cost, more efficient channel to connect customers with the resources they need to solve their problem. From the customer perspective, though, the Web can be the least satisfying channel through which to seek customer service, especially if those resources are difficult to find and use. This is particularly true for customers who are accustomed to, or feel they require, the human interaction available via phone. ”, and “If Not, Why Not.” MORE >>

it costs a business about 5-10 times more to acquire a new customer than it does to sell to an existing one -- and on average those current customers of yours spend 67% more than a new one. So, what are you doing to keep your customers coming back to your business? If you’re like 65% of marketers, your company has implemented a loyalty program. According to the 2011 Colloquy Customer Loyalty Census , of the $48 billion worth of perceived value in reward points and miles distributed by American businesses annually, one-third goes unredeemed by consumers. MORE >>

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? Follow your customers on social media so you’re the first to congratulate them on a business development. Create a Vibrant Customer Relations Team. motivated and committed customer relations team is pivotal to management of customer. Not every customer service request requires personal assistance. MORE >>

Many marketers out there still think that a Facebook “like” is a proof of customer loyalty. Or when the do promotions and give coupons and freebies this will help to tie customers to their brand. COLLOQUY find out that promotions in the long run do not have an impact to customer experience! Customer loyalty can be won and kept by encouraging them to spread the word about the brand they are satisfied with and help those customers to become brand advocates. The top five most popular things customers expects from a brand are: 1. MORE >>

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. Customer reviews, often referred to as peer reviews in a social media context, offer various opportunities to businesses to improve [.]. Blog Content marketing Customer service Social media marketing cross-channel customer experience customer feedback customer reviews customer service peer reviews word-of-mouth MORE >>