Trending Sources

The Customer Service Arms Race

Contently

Welcome to the new world of online customer service. At the same time, the meteoric rise of Facebook Messenger, WhatsApp, and other instant messaging services promises a whole new environment and approach to customer service. Two industries have been particularly drawn to the product: retail and SaaS (software as a service). Chat with us.

97 Customer Experience Stats Marketers Need to Know

Type A Communications

December 1, 2016 by Carla Johnson By 2020, customer experience will overtake price and product and the key differentiator between brands. Customer Experience B2B Carla Johnson Customer Service Digital Customer Experience Mobile Customer Experience Type A CommunicationsAre you prepared? While most business leaders admit the. read more.

The state of B2B marketing in Asia—moving toward digital

Biznology

Whether it’s commodity supplies sourced from low-cost producing countries, or professional services delivered from gleaming downtown office towers, price factors into every decision. It takes time to find, negotiate, and service many accounts.  Current Asia starts by mapping our clients’ customer journeys, and clearly defining their target customer personas. One is cost.

3 Powerful Hidden Benefits of Customer Reviews

Influitive b2b

In a webinar with  Uberflip , Vinay Bhagat , Founder & CEO of TrustRadius , shared how your brand can upgrade its sales and marketing by folding  customer reviews  into your campaigns and processes.  . Every new online review is another chance for someone to discover your product—whether it’s a blog post, an Amazon-style testimonial or a tweet. Here’s a tip: don’t.

B2B Marketing Trends for 2016

And they expect an optimized customer experience from end to end. Manage the customer experience: great content alone won't save a lousy product or cumbersome experience. always make more content, their customers can't make any more time. will be forced to value "fit" over "reach" where they target the customers that fit. or current customer is. Look for.

How Customers Choose a Product or Service: Debunking Common Marketing Myths - Part 2 of 4

Cloud Potential

Interviewing thousands of customers about their buying process has convinced me that while the buyer is attempting to buy something he wants, he is also determined to see through any deception or manipulation. ” Here is Part 2 of a 4-part series, in which we examine how customers choose a product or service. read more.

Customer Service in 2016: More Channels + More Data = Greater Insight

CMO Essentials

2016 has begun and that means at least two things for  customer care executives. On the other hand, it’s time to predict and prepare for the key trends that will influence your customer service activities in the coming year. Video as a Customer Service and Support Channel. Well, this trend is now coming to affect interactions between customers and companies. Truly, there are countless use cases in which video will complement existing customer interactions to make them more rich and personal. Customer Messaging Comes of Age.

Spring 2016 Product Release Highlights

Captora

This next generation of products and services will simplify marketers’ ability to prioritize, launch, and optimize a portfolio of high performing campaigns across Search, Advertising, and Social channels. New Product Release Highlights. New Service Offerings. Want to see a full product demo? ToFu marketing technology next-generation SaaS Product Release

How long should your online business video production be?

Biznology

Giving your clients what they want by integrating online business video communications into your everyday marketing efforts will differentiate you from your competition, provide highly valued sales assets, social media content, build relationships, and motivate customers to move into and through the buying process… yes, it will really do all of that! Will people watch more than 30 seconds?

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B2B Marketing Trends for 2016

And they expect an optimized customer experience from end to end. Manage the customer experience: great content alone won't save a lousy product or cumbersome experience. always make more content, their customers can't make any more time. will be forced to value "fit" over "reach" where they target the customers that fit. or current customer is. Look for.

4 Twitter Tools that Help You With Customer Service

Vertical Response

Twitter has fundamentally changed the way that customer service interactions take place. The increased role of social media within product marketing has however, now given buyers in the marketplace much more power to leverage over businesses, promoting consumers from being backseat drivers to co-pilots of their reputation. Twinitor. TweetDeck. Wondering how it works ?

28 of the Best Chrome Extensions for SEO, Productivity & More

Hubspot

No matter where you click online, it’s easy to be pulled into a black hole of distraction and low productivity. The Google Chrome web store offers a variety of different tools that help you be more productive with just one click. We’ve broken them down into different categories if you want to jump ahead: Social Media , SEO , Content Sourcing , Blogging , Productivity. Blogging.

4 Myths Preventing True B2B Customer Understanding

Tony Zambito

There is a big problem when it comes to B2B customer research.  According to various studies over the years (by credible institutions such as Harvard) regarding market and customer research, approximately 80% or better of B2B customer research is conducted to reinforce current assumptions about customers.  Thus, inundating customers with non-relevant content.

Customer Experience Simplified

It's All About Revenue

However, as much as we overcomplicate things, there is no overstating the importance of providing the best customer experience possible each time, every time and across all channels. According to Gartner, 89% of all businesses will compete on customer experience this year. Another 89% believe customer experience will be their main differentiator by 2017. Customer Experience

5 Surprising Studies on What People Consider "Good" Customer Service

Hubspot

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.

B2B Marketing Trends for 2016

And they expect an optimized customer experience from end to end. Manage the customer experience: great content alone won't save a lousy product or cumbersome experience. always make more content, their customers can't make any more time. will be forced to value "fit" over "reach" where they target the customers that fit. or current customer is. Look for.

How to reach your customers at work or at home

Biznology

Have you ever wished you knew more about the consumer side of your business customers? have just learned about a new service from the San Antonio-based database marketing company Stirista that offers a way to link an individual’s consumer record with the business record. Offer business people consumer products based on their work status. Access hard-to-reach segments.

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Use Buyer Persona Research To Improve B2B Customer Experience

Tony Zambito

Customer experience has been and will continue to be one of the major influences on how buyers make choices.  Recent research by SiriusDecisions found that for 80% of B2B buyers surveyed, customer experience counted as the top significant reason why they chose to work with a specific provider over another.  State Of B2B Customer Experience Is Unhealthy. by Creative Stall.

3 New Promotional Product Campaign Ideas for Your B2B Marketing

B2B Marketing Traction

Are you wondering if promotional products or giveaways make a difference? Last week Flora Taub , my friend and promotional products rep for Geiger in Southern California, sent me an email with a fun new idea – selfie sticks! Get some customer-produced video testimonials about your products or services? Marketing Implementation b2b customer marketing

How to Turn Your Workspace Into a Den of Productivity

Hubspot

When it comes to improving productivity in the workplace, much of the advice we hear centers around the mindset or motivation of the individual in question -- advice like " You need to set goals for yourself," or "You need to focus on your passion," or "You need to meticulously plan every portion of your day down to the millisecond.". Productivity Office Life Daily TOFUAs Dr. B.J.

SAS by the Sip: SAS Viya Offers Open APIs to Individual Services in the Cloud

Customer Experience Matrix

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.

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Why Product Managers & Salespeople Should be Friends

Your Sales Management Guru

Why product managers and salespeople should be friends. In most companies, the product/service managers have limited interaction with the sale’s team except for the introduction of a new offering or at an annual customer summit. Generally, the product/service manager (PM) is responsible for determining what the future offering should have from a feature/function capability. They will gather customer feedback, listen to the market thought leaders, consider competitor products and try to foresee future needs. Customers. What’s next?

Productivity Secrets for Savvy Small Business Owners

Vertical Response

Check out these productivity secrets to help you work smarter, not harder. 1.  Always being accessible can hinder productivity. Most emails can wait for a response; an immediate response is not worth your sanity (or your productivity). Organization makes you feel better and allows you to find things when you need them – this one is a mental and physical productivity tip!

Customer experience and beyond: customer journey mapping

Conversionation

The key to creating business value is focusing on customer value. Truly understanding the needs and preferences of customers, as well as their behavior during the buying journey, is essential for your business strategy. Customers buy products and services but also experiences and emotions.

How Branding Can Make or Break The Customer Experience

B2B Marketing Insider

Branding is the art of influencing customers’ perceptions. For better or worse, customers use these impressions when interacting with your brand. Marty Neumier, author of The Brand Gap, describes branding as “…a person’s gut feeling about a product, service, or company. Marketing Strategy branding customer experience Strategy

Pega Customer Decision Hub Offers High-End Customer Journey Orchestration

Customer Experience Matrix

My previous posts about Journey Orchestration Engines (JOEs) have all pointed to new products. The Customer Decision Hub from Pega (formerly PegaSystems) is certainly mature: the product can trace its roots back well over a decade, to a pioneering company called KiQ Limited, which was purchased in 2004 by Chordiant, which Pega purchased in 2010. Indeed, some features the product had a decade ago are still cutting edge today – my favorite is simulation of proposed decision rules to assess their impact before deployment. But some older systems qualify as well.

ActionIQ Merges Customer Data Without Reformatting

Customer Experience Matrix

One of the fascinating things about the Customer Data Platform Institute is how developers from different backgrounds have converged on similar solutions. In their previous lives, both saw marketers struggling to assemble and activate useful customer data. ActionIQ presents its approach as offering self-service data access for marketers and other non-technical users. ActionIQ also creates correlation reports and graphs showing the relationship between pairs of user-specified variables, such as a customer attribute and promotion response.

How to Become a More Productive Writer: 7 Helpful Tips

Hubspot

How to Become a More Productive Writer: 7 Helpful Tips. 1) Find the right tools. My immediate goal was to help shape my productivity and measure my writing. To measure my productivity, I started using a time management tool called RescueTime. I do all of my writing in Google Docs and RescueTime gives me a weekly report of the amount of hours I’ve spent using Google Docs.

No Internet, No Problem: 12 Tips for Staying Productive Offline

Hubspot

But believe it or not, there are ways to stay productive without internet access. 12 Ways to Stay Productive Without Internet. 1) Read articles offline. If you're at the office when your internet goes out, you could even swing by the desks of your colleagues in Sales or Services to ask them which questions customers and prospects ask them. 5) Interact with other humans.

Lessons from Financial Services: Cross-Sell to Your Customers Without Pushing Them Away

Modern B2B Marketing

Author: Renata Bell Does it drive you crazy to receive email offers for products you already own? What about suggestions for irrelevant products? ” 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.

Design thinking

Biznology

The most secure source of new ideas that have true competitive advantage, and hence, higher margins, is customers’ unarticulated needs,” says Jeanne Liedtka. Customer intimacy—a deep knowledge of customers and their problems—helps to uncover those needs.” Design thinkers rely on customer insights gained from real-world experiments, not just historical data or market research.

3 Reasons ANY Company Can Benefit From Social Customer Service

WindMill Networking

Nowadays customers are completely empowered. They have the power to shape a company’s products, service, etc. Social agents have to be on the frontline ready to connect from any place at any time with a company’s demanding customers. Expectations are extremely high and complaints flood the social channels … Continue Reading 3 Reasons ANY Company Can Benefit From Social Customer Service by Sofie De Beule - Maximize Social Business - Maximize Social Business - Your Social Media for Business Resource. completely.

5 Terrific Tips for Stellar Holiday Service on Social Media

Vertical Response

Once upon a time, gift inspiration came from catalogs, and customer inquiries were handled in-store or on the phone. Now, more and more customers are turning to social media to get both gift ideas and real-time customer service. While your holiday marketing efforts on social media may be up to par, is your customer service on social top-notch, too?

Improve Service with a Customer Touch Point Map

B2B Marketing Traction

Have you ever bought a product or service where you were excited about your decision to buy (maybe after a rigorous buying process), only to be very disappointed by the delivery? Could that describe your level of service to your customers? Make sure you provide an excellent customer eperience by doing a customer touch point analysis. Tweet.

How to use Product Hunt to boost your business

grow - Practical Marketing Solutions

By now you might have heard about Product Hunt  – a website and mobile app that ranks new products every day. There are seemingly posts every day about how Product Hunt made some startup thousands of dollars overnight, or brought in 12 new lucrative clients, or about how their servers nearly crashed under the sudden onslaught of traffic. How do I get on Product Hunt?

Three Reasons Customer Experience Management Fails

B2B Marketing Unplugged

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. CRM Social Media bizmarketer CEM customer service Elizabeth Williams linkedin social media

Tips for your professional B2B corporate video production project

Biznology

Want to convert more of those visitors into leads and customers? Then you should highly consider investing in digital business video production as a part of your overall marketing and sales support strategy. For these reasons, the use of B2B corporate video production is becoming more prevalent. Want to get visitors to your website to stay longer? Have good audio. Two cameras.

Content marketing as a stellar customer service tool

Biznology

True, content marketing is an important part of inbound marketing, but did you know that content marketing is also a stellar tool for customer service? Think Think about the basic purposes of content marketing: besides conversions, content marketing is good for building trust, building relationships, and educating your customers. Educating customers. Building trust.

Am I connecting with my customers enough? 10 tips for customer outreach

Biznology

How’s your customer outreach? You might be looking at how to secure new customers and follow up on leads, but are you also keeping your existing customers happy? We hear a lot about customer engagement and outreach these days. We have our finger on the pulse of our customers like never before—and yet, many of us wonder, “Am I connecting with my customers enough?”.

The End of Valued Customers

B2B Marketing Unplugged

should also thank you for the unsolicited copy of your annual report – my, that’s a bruiser! I am always happy to provide insights about your services but I think we can start reducing the number of automated requests for feedback, and the subsequent note from your service team reminding me to rate them a ten. Sincerely, Your Under-valued customer. Could you look into that?