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Is customer satisfaction really important in B2B?

The B2B Research Blog

Customer loyalty is critical to any business. Obvious but true, especially for B2B companies who, unlike their consumer focussed counterparts, have a relatively limited pool of buyers to target. This truism sees many B2B companies striving to satisfy and even delight customers.

Read this article before you start a social media program


Are you a B2B business exec whose instincts are saying you should be doing something with social media, but you’re not sure what? An untold number of business leaders paid enormous sums of money to have websites built without knowing exactly why.

Trending Sources

How to Deliver Emails That Will Increase Reach, Impact, and Subscriber Satisfaction

Content Marketing Institute

Here, I revisit my original article on the topic and add some fresh tips and takeaways from a few of CMI’s most trusted email experts. Your email content won’t do your business any good if you aren’t reaching the right people, says @joderama. Example: Noodles & Company.

Connected consumption is the new customer experience (CX)


The companies that master this new connected consumption will multiply their revenues and profits, and grow to lead the economy. A company’s brand will be the always-on journey it delivers—the kind of customer experiences (CX) it weaves into its connected products and services.

How to improve sales with online chat software


Believe it or not, live chat has the highest rated customer satisfaction as compared to phone, email, web forms, voice, and even social media (in some cases). With live chat, customer support team becomes an invaluable resource for the company.

How Small Businesses Can Use Real-Time Case Studies to Acquire New Clients


As a result, his business flourishes. Effective user acquisition strategy is the new Holy Grail for all small business owners and marketers. By sharing case studies, the objective is to build up trust and confidence with your users. Guest post by Bill Achola. Ned J.

29 Quotes On The Future of Business

Marketing Insider Group

And many businesses are struggling to keep up. In an attempt to tell that story, I have covered the future of marketing and now I’m looking for the best quotes, studies and predictions on the future of business. Millennials trust strangers over family and friends.

How I Paid for My Christmas Presents and How It May Be Ruining Consumer Trust


As you well know, review sites such as G2 Crowd , TrustRadius , Capterra , Cloudswave and GetApp have grown in popularity over the last year or so and are now some of the first places both businesses and consumers go for information regarding different consumer and business software.

Building a stronger brand and culture with “keystone habits”


Related to this, creating new behavior patterns of employees is also essential for transforming a company culture and brand. With social media dominating our lives today, the behavior of company employees and external customers is intertwined, presenting new opportunities for strengthening company brands. This principle has important implications for building a performance-driven company culture and brand, as well as changing the behavior of consumers.

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Business Must Have: Social CRM apps

Sales Intelligence View

Society has changed accordingly, and so has the business of sales. They help companies track customer activity and engage with them quicker and more effectively. The presence also helps sales people maintain their company brand while building trust among clients.

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The #1 Way to Improve Customer Loyalty and Satisfaction | B2B.

Marketing Insider Group

In B2B marketing organizations, the single most important way to keep customers is to build satisfaction and loyalty. So, how do we build customer satisfaction and loyalty? And how does a leader take accountability for employee satisfaction?

Take back advertising revenues: digital boundaries can serve millions and earn billions


As these companies proved, new and disruptive technology platforms can capture huge revenues in the ad industry. With the right technology and strategic thinking, the ad business is ripe for competition and disruption. Lesson for leaders.

IBM’s Beck: Social Business is About Enablement, Not Control

Paul Gillin

Social business isn’t about tools and promises. It’s about giving people at every stage in the sales cycle the incentive to adopt tools that make their jobs easier and contribute to customer satisfaction. The challenge was to make social business a win for the people doing the selling.

Why Customer Experience Matters to Your Business


It’s more difficult than ever to convince customers of the value your product or service brings while competing with more established brands and companies. This is prompting businesses and marketers to bring their A-game when it comes to customer experience (CX). Despite this new trend, some marketers and businesses are still using traditional methods. By providing excellent customer experiences, businesses can gain the trust and loyalty of each customer.

My Business Website: Content for Customers… or SEO?

Writing on the Web

Should my business website focus on keywords and getting search engine results ? Perhaps a more important question is “How do I make the most of each of my web pages so that my business and I get found, get known, and get clients ?”

How to earn customer loyalty in the age of chat


“You’ve just become my favorite airline.” Any business that succeeds in getting a customer to declare love for its brand has just converted an ordinary customer into a loyal customer. Not all companies excel on digital customer service.

The #1 Way to Improve Customer Loyalty and Satisfaction

Marketing Insider Group

In B2B marketing organizations, the single most important way to keep customers is to build satisfaction and loyalty. So, how do we build customer satisfaction and loyalty? And how does a leader take accountability for employee satisfaction?

Why transparency is essential for building corporate brand trust


Trust in business has reached new lows, as reported by the latest 2014 Edelman Trust Barometer (e.g. only 50% of Americans trust financial service companies), and insufficient transparency has been one of the key reasons.

You’re doing a terrible job with search and social


The named owner of the company is a lawyer but is passionate about Search Engine Marketing. Everyone has social media profiles but very few companies have internalized that Google is checking your social media pulse every day.

4 Reasons Your Business Needs Predictive in 2016


While any observer of modern business can tell you that marketers are on the hook for revenue, it’s also clear that marketers do not always have the full support of their business leaders. How can marketers evolve and succeed in this new business landscape? Much like other business functions that have reached maturity in the modern enterprise, marketing must become a data-driven endeavor. Allows companies to enter conversations first. Your business is booming.

Performance Anxiety and the Modern Marketer

Type A Communications

This is because as marketers, we aren’t equipped to have conversations about the contribution we make to the overall performance of our companies, much less have those within the context of a business environment (instead of a marketing environment). September 30, 2014.

How to Make the Zero Moment of Truth Work for You

Buzz Marketing for Technology

Posted in Behavioral Targeting Business Intelligence Conversion Conversion Optimization Customer Experience Interactive Marketing Internet Search SEO Strategy User Generated Content. So optimizing company websites for mobile is a no-brainer.

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Thought Leadership Merchandising: Rising Above the Noise

Marketing Craftmanship

Thought Leadership Programs Must be Accountable for Business Outcomes. Application — How should the content be applied to drive tangible business outcomes? Thought Leadership is one of the most widely used terms in B2B marketing.

How to Launch a Successful Online Community: A Step-by-Step Guide


With 74% of business buyers conducting more than half of their research online before making a purchase, B2B communities like G2Crowd or GetApp can be used to educate prospective customers and help them make better buying decisions. CSAT - Customer Satisfaction Score.

3 Big trends converging for big branding opportunities


These are global dynamics, but they also have an impact on some noteworthy local trends that can offer unique opportunities for companies to enrich their brand image and accelerate future growth: 1. Over half don’t trust the government and even less trust Wall Street.

5 Creative Ways Cloud Software Companies Can Market Throughout The Customer Lifecycle

Modern B2B Marketing

As a result, consumers and businesses alike have revised their expectations of software providers and demand a different customer experience- calling for significant changes in R&D, but also in Sales and Marketing. This shows your customers that you are paying attention to their habits and understand their business case. Cloud Game Changer: Unearth business development and product development opportunities by analyzing trends in user data across your entire customer base.

Best Social Media and Digitial Marketing Research and Statistics of 2011, Part 1


Sure, teenagers spend a lot of time on YouTube, but did you know that three-quarters of business executives watch work-related online videos weekly? companies now use social media for marketing (though the figure varies widely based on size of company)? 500 companies.

The 9 Circles of B2B Marketing Hell


For many companies, a good mix of both is the marketing sweet spot. There’s a difference between busy and being productive. Prospects are much more likely to trust you if you’re honest about what your product does well and what other software might do better.

Measuring the service experience

The B2B Research Blog

Does your business have a service element? Needless to say the conversation ended pretty quickly and my trust in the company vanished. B2B customer loyalty B2B market research customer loyalty customer satisfaction service experienceDo you measure customer perceptions of the experience? If so, you might want to take a quick look under the bonnet. Let me share a story. It sounds far-fetched, but is true. Recently I took a holiday.

Why Case Studies are Critical for the Medtech Buyer Persona


One where the case study serves as the ultimate trust builder. The medtech buyer looks to case studies for trust signals and peer recommendations in order to make a case for the reliability and credibility of your offerings. MedTech Buyers Rely on Trust Signals. Business

Your Customers Called. They Want You to Know These 6 Things


Businesses are changing how they think. For years ― decades even ― companies have been focused on their products. In May, BrightLocal released research that found that if a company in the Google Local Pack can improve its rating from 3 stars to 5, they’ll get 25% more clicks.

The Ultimate Dictionary of Marketing Terms You Should Know


4) B2B (Business-to-Business). An adjective used to describe companies that sell to other businesses. For example, Google and Oracle are primarily B2B companies. 5) B2C (Business-to-Consumer). For example, Amazon, Apple, and Nike are primarily B2C companies.

Want to Work Better With Your Freelancers? Here are 9 Things They Wish You Knew


Freelancers are a one-person show, and as a result, they have to do much of the same work as a small business owner. Stay on top of accounts payable and make sure your company expedites payments to your freelancers right after the work has been delivered. Business Daily Canonical

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The power of a ‘real-time’ content marketing strategy

Tomorrow People

From corporate IT firms like Cisco , to marketing services providers like HubSpot , B2B companies are seizing the unique opportunity to engage their audiences live and in the moment to save their content marketing strategies from self-destruction. 56% said it increased customer satisfaction and positive brand sentiment. Build trust with your audience and with Google by making sure your content is good quality, spam-free and well optimised.

10 Very Smart People Weigh In on How to Rethink Marketing


Companies rethinking their efforts to transform the customer experience should focus on linking the customer’s digital buying journey to outcomes that create business value. In this world, most marketing is about creating a trusted brand that matches the buyer’s goals.

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Performance Anxiety and the Modern Marketer

Type A Communications

This is because as marketers, we aren’t equipped to have conversations about the contribution we make to the overall performance of our companies, much less have those within the context of a business environment (instead of a marketing environment). September 30, 2014.

Smart Agencies Don’t Neglect the Middle and Bottom of the Marketing Funnel


“Demand generation” – it’s a subject that’s top-of-mind for marketing execs who, in addition to orchestrating the myriad facets of their departments, are now also responsible for getting new business and generating revenue.

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Why Next Year’s Marketing Success Will Always Follow Last Year’s Customer Experience

Modern Marketing

For a long time we tracked mainly customer satisfaction (CSAT) scores, thinking that a happy customer is a long-term customer. After finding that satisfaction didn’t correlate as closely as we would like with future buying intentions, we started measuring customer loyalty.

Content marketing – old wine in new bottles?

Integrated B2B

Effective content marketing is based on a genuine desire to help potential customers – and can, when implemented – lead to fundamental change in company culture. She might ask colleagues from other companies for advice on LinkedIn, or she may fire off a question or two on Twitter.

Why is Inside Sales So Scared of Lead Nurturing?

The Point

In our work developing lead nurturing programs for B2B companies , we often hear statements like the following: “We won’t be implementing lead nurturing for new leads because our telesales manager says his team is following up on every lead.”.