B2B Lead Generation Blog

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Customer Service is the New Marketing

Buzz Marketing for Technology

It’s that WOW or should I say WOM that enhanced the value of their marketing and attracted a player like Amazon. The downside of poor customer service has been well documented on the web because social media acts as the accelerant to negative WOM (think Dell Hell, Motrin Moms, and most recently Nestle). Zappos was founded in 1999 and sold to Amazon for $1.2 Tweet This! Digg this!

It pays to provide Support with Social Media

Buzz Marketing for Technology

In a recent Forrester Report on “ Customer Experience Pays Off as Social Media reduces Obstacles for Real Change ” they have really nailed down the argument I have been making over the last year about why Support is the single best place to build your business case for Social Media. Someone can come in and undercut you (think Sam Walton against every major retailer). Tweet This! Digg this!

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FOUND the ROI of Social Media for B2B Marketers!

Buzz Marketing for Technology

Don’t take my word for it, a recent Forrester study showed that customers actually prefer a better customer experience compared to everyday low prices and that they would actually be willing to pay an average of 10% more to a company that provided a superior customer experience. It pays to provide Support with Social Media In a recent Forrester Report on “Customer Experience Pays Off.

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Advocacy Marketing Part 2: Building Your Plan in 5 Steps

Marketing Action

Advocacy marketing is a centuries-old (at least) practice commonly known as word-of-mouth (WOM) advertising. Forrester Research reports that 85% of B2B decision-makers rely on online communities when researching business technologies. Welcome to part deux of our 2-part series on advocacy marketing. and Why is it awesome? Let’s start with …. brief recap of part 1. Ring a bell? Reviews.

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The Perfect Storm in Customer Service

Buzz Marketing for Technology

In my last post we discussed the 4 reasons why using Social Media pays to provide Support : Customers prefer a good customer experiences to low prices, helps aid in spreading WOM, makes customer less likely to defect and results in high profitability for the company. It pays to provide Support with Social Media In a recent Forrester Report on “Customer Experience Pays Off. Tweet This!

Social Customer Support delivers Strong ROI

Buzz Marketing for Technology

Not only that but a recent Forrester study showed that customers actually prefer a better customer experience compared to everyday low prices, and moreover great customer experiences drive positive word of mouth (WOM). Related posts: It pays to provide Support with Social Media In a recent Forrester Report on “Customer Experience Pays Off. In a recent poll by the TSIA o f firms using social media – 68% of companies don’t know or can’t measure the ROI of social media. This is why they find it hard to see results that make for a strong ROI. Tweet This! Share this on Facebook.

Finding B2B Social Media Tools That Add Value – not Just Time

delicious b2bmarketing

Start with Forrester’s POST approach , and fold the tools in later. That is the question – in real estate public relations Did You Hear How to Harness the power of WOM to Drive Business Results? You or your colleague may be suffering from a significant case of Social Media Tool Exhaustion. And the more time you spend online, the more likely you are to suffer relapses. Thanks!

Top 40 Posts and Hot Topics of Inbound Marketing and Social Media

B2B Marketing Zone Posts

Here’s a great example of an effective infographic that illustrates social media behavior by age group, based on a Forrester Research study. Customers. - CK’s B2B Blog , June 8, 2010 I recently ran across a positively terrific article on WOM penned by McKinsey’s Jacques Bughin, Jonathan Doogan and Ole Jørgen Vetvik. Well worth the read, the authors delineate 3 different types of WOM, propose a new way for measuring it, and explain how the IMPACT of WOM is critical, not just the volume thereof. Best of B2B Marketing. June 2010. Enjoy. Seems doubtful.