While many forward-thinking B2B marketers aim for customer-centricity, according to a recent study commissioned by Squiz, many brands still have much work to do. How best to focus your B2B marketing on customer experience? MORE
As marketing advances, most professionals are well aware by now of the importance of retention and reactivation in optimizing the value of the customer base. Retaining an additional 2% of customers has the same effect as cutting costs 10% ( Davidow and Malone , The Virtual Corporation ). MORE
Do customers trust your brand? Use these 4 powerful strategies to transform average interactions into ones that build customer engagement and trust. Content Marketing Customer Marketing content marketing customer content customer engagement customer lifecycle customer marketing MORE
Customer lifecycle optimization is thinking of your sales funnel as a whole, not just disparate parts. Advocacy & Loyalty Customer Marketing customer lifecycle customer lifecycle optimization customer marketing MORE
And while businesses keep gathering bigger and bigger data, customers feel brutally frustrated with how brands interact with them. January 25, 2018 by Carla Johnson When, where, why and how do people spend money? MORE
Going where no company has gone before: finding a scalable way to boost customer retention Rosetta Stone, the leading provider of language-learning software, has been helping learners around the world master new languages for more than 25 years. In addition to learners at home, Rosetta Stone also serves educators and global businesses to help upskill. MORE
March 27, 2018 by Carlos Hidalgo 90% of B2B leaders believe that customer experience is key to their companies’ strategic priorities and 75% of those believe that importance will increase over the next two years according to a 2017 study published by Accenture. MORE
B2B Marketing Customer Marketing customer experience customer marketing lead nurturing MORE
As a marketing professional, you understand customers are your firm’s most valuable assets. However, dialing into customer loyalty and determining what it takes to improve customer retention isn’t always easy. Does it encourage customers to stay, browse, and purchase? MORE
The Customer Data Platform Institute will be launching its European branch later this month with a series of presentations in London, Amsterdam and Hamburg. market is ahead of Europeans on marketing technology in general and customer data management in particular. MORE
Customer experience is a top priority for many companies. See how to create marketing that puts the customer first. That’s true customer-centric marketing. Advocacy & Loyalty Customer Marketing customer centric marketing customer marketing expand marketing MORE
We all have good intentions when it comes to customer experience and treating our customers well, but sometimes there are disconnects. But some recent research suggests some companies, and their customers, are having exactly that kind of experience. Customers disagree. MORE
Does your customer management strategy need an upgrade? Super customers can 16x your profits - and so can firing your "super awful" customers. Customer Marketing customer lifetime value customer management customer marketing MORE
Customer marketing is on the rise. According to Koyne Marketing’s 2017 State of Customer Marketing Report, 93% of organizations agree that customer marketing is important or very important to their revenue, and more than two-thirds are planning to boost their investment in customer marketing over the next year. MORE
Because the fact is that your prospects, existing customers and employees are all on social media, probably every single day. B2B Customers are Not Just on LinkedIn. LinkedIn is a great site for content, connections and networking, but is it the best place for customer service? MORE
November 28, 2017 by Carlos Hidalgo Customer experience continues to take center stage with high-performing B2B organizations. According to a Forbes Insights, EY Study on Customer Experience, 69% of CMO’s state. MORE
I’ve long observed that B2B marketers focus too much on lead generation, and not enough on current customer expansion and retention, which is, after all, where the bulk of profits lie. When asked, the typical B2B marketer will say that 80-85% of their effort goes to customer acquisition. MORE
When all of a sudden your customer support team was now called your customer, or client, success team? What follows is an edited version of our conversation, with key takeaways that capture what Luke believes to be the crucial elements of building customer success. MORE
April 12, 2018 by Sam Holzman In today’s digital age, the customer has more power than ever before—and marketers are taking notice. In fact, a recent study found that 83% of marketers think customer experience is more central to their role than it was five years ago (source). MORE
The same principles and practices for demand gen marketing (segmenting, scoring, and nurturing) have just as much to offer customer marketing; and are especially instrumental in B2B marketing. Customer Marketing Demand & Lead Generation MORE
Are you looking for the best ways to reactivate dormant customers and reduce churn? Consider which of these may be the most applicable to your business, your customers, and your objectives. The longer a customer is inactive, the more likely an eventual defection. MORE
Understanding customer sentiment is critical to your marketing and organizational success. Customer MarketingLearn about the role human emotion plays in a marketer’s work – from brand perception to decision-making to the creative. MORE
The emergence and spread of the Industrial Internet of Things (IIoT) has dramatically changed the game for both B2B vendors and customers. But it also means a dramatic leap in customer expectations. Professional customers (i.e., Customer Service Management Tools. MORE
We all have good intentions when it comes to customer experience and treating our customers well, but sometimes there are disconnects. But some recent research suggests some companies, and their customers, are having exactly that kind of experience. Customers disagree. MORE
The true value of a customer is not just the size of the deal. Instead, it should be calculated with other (more important) factors such as how long they are likely to remain your customer. What is Customer Lifetime Value? Are you finding your most valuable customers? MORE
Marketers are constantly working to provide a more engaging, authentic, and compelling customer experience — and for good reason. Eighty-six percent of buyers say they’ll pay more for a better customer experience, according to Forbes magazine. 1: Why customers stop purchasing. MORE
These may include primary research, 3rd party research, brand wave studies, voice of the customer, and online surveys. Digital keyword research lets customers tell the company — in their own words — exactly what they need in terms of the content that will bring them to the company site. MORE
It’s always possible to have a bad digital customer experience if you lack the skills or investment to create one. A consultant friend recently asked me to put together a questionnaire for a discovery workshop on digital customer experience. How do you gather customer feedback? MORE
Most customers share these sentiments and with the ubiquity of instant customer service options from live-chat to SMS, email, voice, and social, customers have been trained to expect things to just work and if they don’t, they want immediate, seamless support. MORE
It’s the age of the customer. Whether you’re talking about marketing that’s “customer-centric” or “customer first,” or discussing “the. customer experience,” “customer success,” or “customer retention,” there’s no shortage of buzzwords about the customer. MORE
Consumers and customers are empowered with more information than ever. Customer Experience Carla Johnson Digital Customer Experience Mobile Customer Experience Salesforce Type A Communications MORE
The true value of a customer is not just the size of the deal. Instead, it should be calculated with other (more important) factors such as how long they are likely to remain your customer. What is Customer Lifetime Value? Are you finding your most valuable customers? MORE
April 17, 2018 by Carla Johnson I spent last week at Oracle’s Modern Customer Experience conference in Chicago. The post Defining Modern Customer Experience appeared first on Type A Communications. Creativity Customer Experience Marketing MORE
March 8, 2018 By Carla Johnson Just because two customers are close in age, live in big cities and earn similar incomes doesn’t mean they spend the same way. Despite what they have in common, they could be very different customers once we dig into the details. MORE
B2B marketers are focusing more and more on making sure their customers are successful after they’ve signed the contract and started using your product or service. First, successful customers are happy customers and their more likely to renew with you. The second reason is that successful, happy customers are also great advocates for your brand. They’re your customers who are willing to advocate for your brand, your company, your solution, your people. MORE
It seems at times that many B2B organizations have made it so complex and uncomfortable to work with that customers are forced to find an alternative even if their current provider offers a better product or solution. MORE
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 Communications MORE
April 5, 2018 by Jason Grills According to a recent study, Amazon.com tops the list of best companies for customer support chat facilities! Million of customers are satisfied with Amazon’s support team. Customer Experience MORE
When all of a sudden your customer support team was now called your customer, or client, success team? What follows is an edited version of our conversation, with key takeaways that capture what Luke believes to be the crucial elements of building customer success. MORE
Strikingly, in these same few years, you will also find developing customer understanding also on the list of CEO priorities. What becomes clear considering these surveys is that many CEOs see growth resulting from a strong understanding of customers. Illustration by Nikita Kozin. MORE
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Navigate the Channel
APRIL 18, 2018
While many forward-thinking B2B marketers aim for customer-centricity, according to a recent study commissioned by Squiz, many brands still have much work to do. How best to focus your B2B marketing on customer experience?
Type A Communications
APRIL 17, 2018
April 17, 2018 by Carla Johnson I spent last week at Oracle’s Modern Customer Experience conference in Chicago. The post Defining Modern Customer Experience appeared first on Type A Communications. Creativity Customer Experience Marketing
Type A Communications
MARCH 8, 2018
March 8, 2018 By Carla Johnson Just because two customers are close in age, live in big cities and earn similar incomes doesn’t mean they spend the same way. Despite what they have in common, they could be very different customers once we dig into the details.
Type A Communications
JANUARY 16, 2018
It seems at times that many B2B organizations have made it so complex and uncomfortable to work with that customers are forced to find an alternative even if their current provider offers a better product or solution.
Speaker: Carlos Hidalgo, CEO & Founder of VisumCx
B2B buyers are more sophisticated than ever before, from the customers’ initial discovery, to the moment they commit to buy. With information at their fingertips, the chances are that potential customers have already met you, judged you and have a firm impression on your company and products.
Act-On
OCTOBER 7, 2016
When all of a sudden your customer support team was now called your customer, or client, success team? What follows is an edited version of our conversation, with key takeaways that capture what Luke believes to be the crucial elements of building customer success.
Biznology
JUNE 29, 2017
Are you looking for the best ways to reactivate dormant customers and reduce churn? Consider which of these may be the most applicable to your business, your customers, and your objectives. The longer a customer is inactive, the more likely an eventual defection.
Act-On
MARCH 13, 2017
B2B marketers are focusing more and more on making sure their customers are successful after they’ve signed the contract and started using your product or service. First, successful customers are happy customers and their more likely to renew with you. The second reason is that successful, happy customers are also great advocates for your brand. They’re your customers who are willing to advocate for your brand, your company, your solution, your people.
Type A Communications
APRIL 12, 2018
April 12, 2018 by Sam Holzman In today’s digital age, the customer has more power than ever before—and marketers are taking notice. In fact, a recent study found that 83% of marketers think customer experience is more central to their role than it was five years ago (source).
Speaker: Douglas Burdett, Host of The Marketing Book Podcast, Founder/Principal of ARTILLERY
Instead of finding customers with mass advertising and email blasts, marketers must now focus on being found and learn to build continuous relationships with buyers.
Act-On
JUNE 28, 2017
Does your customer management strategy need an upgrade? Super customers can 16x your profits - and so can firing your "super awful" customers. Customer Marketing customer lifetime value customer management customer marketing
Biznology
APRIL 27, 2017
As marketing advances, most professionals are well aware by now of the importance of retention and reactivation in optimizing the value of the customer base. Retaining an additional 2% of customers has the same effect as cutting costs 10% ( Davidow and Malone , The Virtual Corporation ).
Biznology
MARCH 21, 2018
It’s always possible to have a bad digital customer experience if you lack the skills or investment to create one. A consultant friend recently asked me to put together a questionnaire for a discovery workshop on digital customer experience. How do you gather customer feedback?
Act-On
FEBRUARY 6, 2018
The same principles and practices for demand gen marketing (segmenting, scoring, and nurturing) have just as much to offer customer marketing; and are especially instrumental in B2B marketing. Customer Marketing Demand & Lead Generation
Act-On
MAY 19, 2017
Marketers are constantly working to provide a more engaging, authentic, and compelling customer experience — and for good reason. Eighty-six percent of buyers say they’ll pay more for a better customer experience, according to Forbes magazine. 1: Why customers stop purchasing.
Speaker: Brian Carroll, CEO & Founder of markempa
There has never been more marketing channels to reach potential customers. That's why we need to go beyond rational-logic based marketing to understand how our customers feel. The single biggest issue for B2B growth is effective lead generation: increasing lead quality and quantity.
Act-On
OCTOBER 7, 2016
When all of a sudden your customer support team was now called your customer, or client, success team? What follows is an edited version of our conversation, with key takeaways that capture what Luke believes to be the crucial elements of building customer success.
Customer Experience Matrix
MARCH 4, 2018
The Customer Data Platform Institute will be launching its European branch later this month with a series of presentations in London, Amsterdam and Hamburg. market is ahead of Europeans on marketing technology in general and customer data management in particular.
Act-On
AUGUST 22, 2017
Do customers trust your brand? Use these 4 powerful strategies to transform average interactions into ones that build customer engagement and trust. Content Marketing Customer Marketing content marketing customer content customer engagement customer lifecycle customer marketing
Act-On
JULY 7, 2017
Customer lifecycle optimization is thinking of your sales funnel as a whole, not just disparate parts. Advocacy & Loyalty Customer Marketing customer lifecycle customer lifecycle optimization customer marketing
Influitive b2b
MARCH 23, 2018
Going where no company has gone before: finding a scalable way to boost customer retention Rosetta Stone, the leading provider of language-learning software, has been helping learners around the world master new languages for more than 25 years. In addition to learners at home, Rosetta Stone also serves educators and global businesses to help upskill.
Webbiquity
APRIL 27, 2017
The emergence and spread of the Industrial Internet of Things (IIoT) has dramatically changed the game for both B2B vendors and customers. But it also means a dramatic leap in customer expectations. Professional customers (i.e., Customer Service Management Tools.
Influitive b2b
JANUARY 12, 2017
Customer marketing is on the rise. According to Koyne Marketing’s 2017 State of Customer Marketing Report, 93% of organizations agree that customer marketing is important or very important to their revenue, and more than two-thirds are planning to boost their investment in customer marketing over the next year.
Type A Communications
JANUARY 3, 2017
Consumers and customers are empowered with more information than ever. Customer Experience Carla Johnson Digital Customer Experience Mobile Customer Experience Salesforce Type A Communications
Type A Communications
APRIL 5, 2018
April 5, 2018 by Jason Grills According to a recent study, Amazon.com tops the list of best companies for customer support chat facilities! Million of customers are satisfied with Amazon’s support team. Customer Experience
Type A Communications
JANUARY 25, 2018
And while businesses keep gathering bigger and bigger data, customers feel brutally frustrated with how brands interact with them. January 25, 2018 by Carla Johnson When, where, why and how do people spend money?
Act-On
JULY 12, 2017
Customer experience is a top priority for many companies. See how to create marketing that puts the customer first. That’s true customer-centric marketing. Advocacy & Loyalty Customer Marketing customer centric marketing customer marketing expand marketing
Vidyard
APRIL 28, 2017
Most customers share these sentiments and with the ubiquity of instant customer service options from live-chat to SMS, email, voice, and social, customers have been trained to expect things to just work and if they don’t, they want immediate, seamless support.
Type A Communications
NOVEMBER 28, 2017
November 28, 2017 by Carlos Hidalgo Customer experience continues to take center stage with high-performing B2B organizations. According to a Forbes Insights, EY Study on Customer Experience, 69% of CMO’s state.
Act-On
APRIL 18, 2018
Understanding customer sentiment is critical to your marketing and organizational success. Customer MarketingLearn about the role human emotion plays in a marketer’s work – from brand perception to decision-making to the creative.
Act-On
OCTOBER 17, 2016
We all have good intentions when it comes to customer experience and treating our customers well, but sometimes there are disconnects. But some recent research suggests some companies, and their customers, are having exactly that kind of experience. Customers disagree.
Biznology
FEBRUARY 23, 2018
I’ve long observed that B2B marketers focus too much on lead generation, and not enough on current customer expansion and retention, which is, after all, where the bulk of profits lie. When asked, the typical B2B marketer will say that 80-85% of their effort goes to customer acquisition.
Type A Communications
DECEMBER 1, 2016
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 Communications
Tony Zambito
JANUARY 29, 2017
Strikingly, in these same few years, you will also find developing customer understanding also on the list of CEO priorities. What becomes clear considering these surveys is that many CEOs see growth resulting from a strong understanding of customers. Illustration by Nikita Kozin.
Act-On
OCTOBER 24, 2016
The true value of a customer is not just the size of the deal. Instead, it should be calculated with other (more important) factors such as how long they are likely to remain your customer. What is Customer Lifetime Value? Are you finding your most valuable customers?
Act-On
OCTOBER 17, 2016
We all have good intentions when it comes to customer experience and treating our customers well, but sometimes there are disconnects. But some recent research suggests some companies, and their customers, are having exactly that kind of experience. Customers disagree.
Webbiquity
FEBRUARY 9, 2017
As a marketing professional, you understand customers are your firm’s most valuable assets. However, dialing into customer loyalty and determining what it takes to improve customer retention isn’t always easy. Does it encourage customers to stay, browse, and purchase?
Navigate the Channel
OCTOBER 19, 2017
Because the fact is that your prospects, existing customers and employees are all on social media, probably every single day. B2B Customers are Not Just on LinkedIn. LinkedIn is a great site for content, connections and networking, but is it the best place for customer service?
Act-On
OCTOBER 24, 2016
The true value of a customer is not just the size of the deal. Instead, it should be calculated with other (more important) factors such as how long they are likely to remain your customer. What is Customer Lifetime Value? Are you finding your most valuable customers?
Act-On
NOVEMBER 7, 2017
B2B Marketing Customer Marketing customer experience customer marketing lead nurturing
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