New Forrester Research: B2B Should Use B2C Customer Loyalty Principles
APRIL 22, 2015
For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. But B2B marketers are under growing pressure to interact—and deepen relationships—with customers at every stage of the lifecycle, since retaining a customer is more valuable than acquiring a new one. That’s why B2B marketers can’t afford to overlook the opportunity to learn from their B2C counterparts, who are experts at driving customer loyalty.
Achieving Omnichannel Customer Loyalty: Tips and Infographic
JANUARY 28, 2013
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. And this is certainly the case from a customer loyalty perspective.
Tips to Improve Customer Loyalty: Necessity is the Mother of Retention
DECEMBER 22, 2015
My to-do list is clear, and all I have left to do is write a blog post about customer retention. Do they know I’m writing a blog post on customer loyalty? One thing is obvious, the Starbucks marketing team knows a thing or two about customer retention. Would you like to create a retention campaign that will make your customers think you’re a mind reader?
New Developments in B2B Loyalty Marketing
NOVEMBER 21, 2012
Business customers tend to be fewer and more valuable—meaning you can’t afford to lose even one. But how do you keep your customers active and buying from you, versus the competition? Let’s look at the traditional approaches to retention marketing in B2B, plus some new developments in loyalty marketing being adopted by B2B marketers today, including social media and gamification. .
Evangelizing a Content Marketing Program
percent of American pay TV custom- ers overall, including the 25–34 demographic. as sales, employee advocacy, customer service, audi- ence engagement, thought leadership, and hiring. CUSTOMER RETENTION & LOYALTY The “always-on sales funnel” is a mod- ern marketing cliché for a reason. customer. All rights reserved. Introduction 4 II. Why This Guide 6 III.
Mastering Brand Loyalty: What Subscription Service Companies Do Differently
Modern B2B Marketing
SEPTEMBER 21, 2015
Author: Chris Gillespie We can all learn something from the meteoric rise of personalized subscription services. As a brand and a business, you need brand loyalty, and you only have a few chances to create it. So what are subscription services doing differently (and awesomely!), and how can other marketers follow suit? Let’s Customers do. And it makes sense.
How to Increase Customer Loyalty through B2B Marketing
B2B Marketing Traction
JUNE 23, 2014
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. Increase quality communications with your customers.
5 Easy Ways to Ignite Your Customer Service
SEPTEMBER 25, 2014
What new things are you doing to make your customers happy? Take some time now to drive value for your customers, and benefit from it all year long. Know your customers. Think about your contact management system (if you have one), your e-commerce service, or even your email marketing company. Get quick access to your loyal customers. Surprise them.
Retention that Drives Revenue: 5 Tips for Customer Loyalty Programs
SEPTEMBER 26, 2014
Customer loyalty programs are a great way to boost sales and revenue. But they can be even more valuable when it comes to increasing the satisfaction and ensuring the retention of your high-value customers. According to Forrester Research , loyalty programs today are doing much more than driving more purchases and bigger profits. The Loyal Customer is Great for Your ROI.
Content Methodology: A Best Practices Report
for customer service. Customer service teams are the experts on customer pain points. president of global creative and content marketing. “It’s customer-first thinking. A lot. Business Goal Content Objectives KPIs Customer. experience Loyalty • Return visitor rate • Email subscription rate • Social following growth • Avg. become customers.
Don't Have a Customer Loyalty Program? Here's Why They're Valuable [Infographic]
FEBRUARY 17, 2016
The first time a new customer buys something from you, it's an exciting moment. But keeping them as a happy customer -- and turning them into an advocate for your brand -- takes more than just great service on that first sale. What are you going to do to get that customer to keep buying from you in the future? Inbound Marketing Daily IGSS
7 Ecommerce Segmentation Hacks for Profitable Customer Loyalty
MARCH 9, 2015
While you won’t have those same face-to-face interactions in the online world, you know more about your customers than you think! With the right ecommerce and marketing platforms you have access to advanced customer segmentation that most merchants do not take advantage of. You will undoubtedly have your “Power Customers.” You want these profitable customers to feel valued.
Five Steps to Increased Brand Loyalty
JULY 26, 2016
One of the biggest challenges facing marketers is retaining customers. Once Once customers have purchased your product, they need to be approached differently because they do not need to be sold on the product anymore. You build brand loyalty. The key to brand loyalty is to build an emotional attachment to your brand. Connect with your customers regularly.
How customer experience supports brand loyalty through relationships
JANUARY 7, 2016
We’ve all heard and read a lot about customer experience recently and how the study of and practice of CE Marketing has become an area of specialization and innovation. But with customer experience through the interaction between manufacturer and buyer, those who can act as the bridge and facilitator of that experience appear to still have the power to sway hearts and minds.
7 Customer Loyalty Programs That Actually Add Value
APRIL 3, 2012
According to Inc. , 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. Companies lose money on time and effort, and customers get no more value from the businesses to which they are "loyal.". This is the most common loyalty program methodology.
Contact center priorities: the dawn of a new age in customer engagement
OCTOBER 18, 2015
Paul Scott is Senior Director, Customer Experience Consulting, at Dimension Data. Contact center Customer engagement Customer experience Customer loyalty Customer service Interviews customer analytics Customer Contact Expo Dimension Data Global Contact Centre Benchmarking Ian Jacbos Kate Legget Paul Scott self-service
4 Twitter Tools that Help You With Customer Service
JUNE 25, 2015
Twitter has fundamentally changed the way that customer service interactions take place. As a business owner, you might find yourself in a negative customer-tweet situation at some point. Although daunting, with the correct monitoring tools, you can stop the criticism and respond to your customers in a timely manner. Twinitor. TweetDeck. Wondering how it works ?
Jeanne Bliss: how to build your customer-driven growth engine
JUNE 7, 2015
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.
Inside SAP’s Customer Loyalty program
JANUARY 1, 2015
In her role as Customer Experience Director for enterprise software giant SAP’s Customer Office EMEA, Mette is responsible for a customer loyalty program that leaves most other programs far behind in terms of maturity and sophistication. He was service-minded and cool-headed until the problem was successfully resolved and we were thankfully re-united with our child. In short, he epitomized the idea of a great customer experience.”. There is a shift from moments to journeys and loyalty matters more than ever. So word-of-mouth is of major impact.
An Example of Using Social Media to Improve Customer Service and Increase Brand Loyalty & Reputation
MARCH 29, 2011
Many businesses really miss the boat when it comes to providing content and value that their customers want. Here is an example of a salesperson providing great customer service using Twitter by providing personalized offers that his customers actually want. Now this is customer service. Anyway, I forget all about @NordstromDave. What do you think?
5 Surprising Studies on What People Consider "Good" Customer Service
DECEMBER 16, 2014
In theory, the “tricks” to delivering awesome customer service are pretty straightforward: Empathy. But in practice, delighting customers isn''t so straightforward -- what actually works doesn’t always reflect what most of us would assume. There are quite a few counterintuitive truths that can make or break how your customers feel about your service. Appreciation.
Lessons from Financial Services: Cross-Sell to Your Customers Without Pushing Them Away
Modern B2B Marketing
MAY 26, 2016
Millennials are hailed as the most brand loyal generation, and this loyalty frequently stems from interactions that are highly relevant and targeted. ” While a healthy customer base indicates that there is a clear need for your product or service, failing to build on your knowledge of these existing customers and capitalize on cross-sell opportunities can stunt your revenue growth.
What’s Next in Staffing Customer Experience?
JANUARY 14, 2016
Every year, we have to incorporate new terminology into our customer service lexicon. How will these new concepts alter your customer service mindset - and your customer experience (CX) strategy - in 2016? Let's take a look at three CX trends: Customer Experience Trend 1: Mobile first moves to the forefront. Today's customers are more savvy.
SAS by the Sip: SAS Viya Offers Open APIs to Individual Services in the Cloud
Customer Experience Matrix
APRIL 21, 2016
This provided a steady income stream and focused attention on customer satisfaction to ensure renewals. In recent years, much of the software industry has adopted a subscription model under the label of “Software as a Service” (SaaS). SAS’s growth and financial performance have been just fine despite the new competition, thanks to technical leadership in its core analytical products and pry-it-from-my-cold-dead-hands loyalty of its core customers. For marketers in particular, SAS also announced Customer Intelligence 360, a SaaS version of its primary marketing suite.
Building Loyalty through Client Experience
APRIL 21, 2016
“Client experience,” or CX, is the collective science of understanding, designing, and delivering your services in ways that feel tailor-made for each client. Your firm targets a potential client that is a good fit for the services you provide. SEE ALSO: Mapping the Client Journey: A Model for Professional Services. Driving Client Loyalty. Understanding the Experience.
How the Net Promoter Score Helps You Benchmark Customer Loyalty [INFOGRAPHIC]
JANUARY 11, 2013
Just how loyal are your customers? Think about this: A Harvard Business Review study found that 48% of customers who had negative experiences with a company told 10 or more people. So if you don't have a clue about how satisfied your customers are with your products or services, you might want to consider putting a system in place to figure out just that. referrals !
Using Customer and Peer Reviews to Generate Revenue and Loyalty
JUNE 3, 2011
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
Beanstalk Data Adds Service to the Marketing Automation Recipe
Customer Experience Matrix
OCTOBER 10, 2011
It can also combine the scoring rules with custom database queries to further refine how they trigger system activities. The campaigns can run once, repeat automatically at user-specified intervals, or be triggered by standard events or custom SQL queries. It can synchronize data with other systems using batch imports and exports or via Web services. Agency services are extra.
The Role of MarTech in Customer Service — The New Marketing
FEBRUARY 16, 2016
This guest post is based on Jay’s new book, Hug Your Haters — illuminating customer service as the new marketing and the role that a new generation of marketing technology plays in its success. Customer service is the new marketing. The Optimal Customer Service Scenario: Self-Service. Customers love this. Terrific food for thought.
5 Easy (and Affordable) Ways to Show Customer Appreciation
JANUARY 13, 2014
Showing customer appreciation is more important than ever, as customers have more ways to browse and shop than ever before. In-store, online, review sites, and friend recommendations all factor into a customer’s buying decision. Show customers you really appreciate their business! Pick one of these unusual holidays and write a note to your special customers.
Marketing, Sales, and Customer Service Collaboration: 7 Free Research Reports for Shared Knowledge
APRIL 20, 2015
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. Marketing, meet sales; sales, meet customer service; customer service, meet marketing – you all need to know each other.
Three Reasons Customer Experience Management Fails
B2B Marketing Unplugged
MARCH 11, 2015
Customer problem rates are up five points in just over two years and this has much to do with terrible Customer Experience Management (CEM). When we can figure out how to build an emotional bond between our brand and our customer’s brain, the wallet, friends, will surely follow. Here’s a great post from Harvard Business Review summarizing what really does build loyalty.
Leverage Loyalty Fundamentals
Manhattan Marketing Maven
JANUARY 27, 2014
They don’t think about connecting their brand to their customers. But this state of mind ignores the key psychological factor that underlies loyalty. Personal customized service pays off whether it’s a free drink, a bonus dessert, an amuse bouche or just a bit of public schmoozing with the chef. loyal restaurant customer will spend $10,000 over five years if they eat out once a week and spend $40. So if that’s the average lifetime value of a fan, it’s well worth managing the customer relationship. Unfortunately they’re not.
Customer Loyalty, Your Brand and Revenue – The Perfect Storm
B2B Marketing Traction
JUNE 25, 2014
Now more than ever your customers matter. Since today’s buyers rely on the recommendations of other buyers to decide what product or service to purchase, your customer’s recommendation of your brand means more than it ever did before. If, after a purchase, you start slamming new customers with more solicitations to buy more, you risk irritating your customer.
Matthew Dixon: why and how to become a low effort organization
SEPTEMBER 25, 2015
Matthew Dixon is Group Leader, Financial Services and Customer Contact Practices at CEB. Customer experience Customer loyalty Customer service Matt Dixon
Make the most of your CRM this year
FEBRUARY 26, 2016
When used correctly, it can help improve customer retention with better service and more personalized marketing, which leads to customer loyalty. CRM and Customer Service. Your CRM goes beyond storing standard customer contact information. The information can be used to improve customer service. Want to keep customers happy?