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.

5 Easy Ways to Ignite Your Customer Service

Vertical Response

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. Know who they are, where they’re from, what products they’ve purchased, how much they’ve spent, or how they’ve interacted with your marketing. Surprise them. Go above and beyond.

Confusing Customer Segmentation, Buyer Profiling, and Buyer Personas Harms Marketing

Tony Zambito

Compounding the issue today is the prevalent use of the term buyer persona to describe customer segmentation and buyer profiling efforts.   The issue I am referring to is the confusion that can surround distinguishing between customer segmentation, buyer profiling, and buyer personas today. Customer Segmentation. Confusion by Adam Gale. Professions. Roles. Firmographics.

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

Content Methodology: A Best Practices Report

for customer service. Customer service teams are the experts on customer pain points. Product and research divisions can provide dynamic. president of global creative and content marketing. “It’s customer-first thinking. A lot. and crisis management, or even productivity. Business Goal Content Objectives KPIs Customer. become customers.

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 ?

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.

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?

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.

Content Marketing 2016: Staffing, Measurement, and Effectiveness

emerged with smart products that offer features like. platforms, and customer relationship management. attention from a high level of production to. increase productivity. Twitter’s average CPC hovers around. $1, while LinkedIn is a more premium service, offering. Taboola, the content recommendation service, ranked last in both organic and paid distribution.

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.

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.

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.

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?

Study: How Much of Your Content Marketing Is Effective?

And instead of relying on disruptive banner ads, brands are start- ing to get smart about targeting customers with original content. their most important marketing goal, lifetime customer value and. products.” I’d imagine that sentiment rings true for many marketers in all. Copyright © 2015 Contently. All rights reserved. Marketing is Effective? 700 content marketers. content.

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.

API 57

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.

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.

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.

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!

5 Ways to keep up with the avalanche of online customer feedback

grow - Practical Marketing Solutions

Mobile technology and the explosion of review sites and forums have made it easier than ever for customers to provide feedback – good and bad. 8X increase in customer complaints in UK. From January 2014 to May 2015, there has been an eight-fold increase in customer complaints made on social media in the UK. Most online customer feedback is positive. That‘s all they want.

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?

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.

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.

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

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.

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.

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.

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.

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?

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.

3 Branded B2B News Services That Get It Right

Paul Gillin

While there’s nothing wrong with that, drive-by customers are hard to engage in conversation. What if you could go a step beyond the downloads and become a trusted and even indispensable information source that customers visit every day? The target audience is not Cisco’s traditional CIO customer but board room executives. Some B2B marketers have gone that. CMO.com.

How Do We Find People Who Are Ready to Buy Our Product?

The Point

A prospective client asks: “What are the best demand generation strategies for finding people who are ready to buy our product?”. For example, if you offer prospects a broad, educational white paper on trends in your product category, you’re more likely to generate a wide spectrum of leads, some more qualified than others, and many who are only mildly curious about your solution.

Successful Companies Create Successful Customers

Lattice

Customer success is the hallmark of a great company. If your customers aren’t seeing value and talking about your product, you’re not really building a successful business. For Apple success means a customer improves the way they connect with people through their iPhone. The post Successful Companies Create Successful Customers appeared first on Lattice Engines.

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.

Infer Makes Headlines with Latest Product Innovations

Infer

The folks at Demand Gen Report featured our customer Booker’s best practices in this area in the premier issue of their new “ABM in Action” e-zine : “At the onset of using predictive, Booker’s A- and B-Leads made up 17% of the business’ total raw lead volume, yet drove 74% of the company’s sales pipeline. One topic that’s been trending lately is account-based marketing (ABM). ”  .

The Role of MarTech in Customer Service — The New Marketing

chiefmartech

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.

Marketing Automation, Meet Customer Communication

B2B Marketing Unplugged

Judging by some of your comments, over-communication with customers has struck a cringingly familiar chord. The truth is, most companies are terrible at customer communication, falling into the Factory Farm of Spam (FFoS)  model we looked at last week, or the equally exasperating Giant Wall of Silence (GWoS). That’s what Collection Agencies and Customer Abuse are for. Sic