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  • B2B LEAD GENERATION BLOG  |  MONDAY, MARCH 10, 2014
    [Customer] Email Marketing: 3 simple steps for building customer personas
    In today’s B2B Lead Roundtable Blog post, I want share the three simple steps for building customer personas Byron shared in his presentation to aid your targeted email marketing efforts. “We needed to get the right Marketing folks and the right Product Management folks together and we knew we needed Sales and the voice of the customer as well.”. Look to your existing customer data for insight into who buys from you.
  • PUZZLE MARKETER  |  WEDNESDAY, JANUARY 2, 2013
    [Customer] How Social Media and Mobile Technology Impact the Customer Experience [Infographic]
    It’s easy for technology start-ups and web service companies to understand the importance of communicating with customers through channels such as social media and mobile technology. It’s not that face to face interaction with customers is unimportant. I believe that it is still the single best method for building relationships and getting a true understanding of your customers’ needs.
  • INFLUITIVE B2B  |  WEDNESDAY, NOVEMBER 11, 2015
    [Customer] 3 Powerful Hidden Benefits of Customer Reviews
    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. . So it used an advocate marketing program to motivate its satisfied customers to take action. If a customer positions your product as a better solution in an online review, then that’s their prerogative. You might be tempted to step in and correct the customer.
  • CUSTOMER EXPERIENCE MATRIX   |  THURSDAY, SEPTEMBER 26, 2013
    [Customer] Customer Data Platform Guide Reviews Tools to Build Marketing Databases
    Raab Associates’ new Guide to Customer Data Platforms is now available (click here to buy ). As customers interact across more channels, marketers need to not just meet them in every new location but recognize them and carry on a continuous conversation from one touchpoint to the next. Both the carrot of better results and the stick of customer expectations are ever-more-urgently driving marketers towards building better databases.
  • BUZZ MARKETING FOR TECHNOLOGY  |  THURSDAY, SEPTEMBER 17, 2015
    [Customer] Leading Companies for Customer Service, On and Off Social
    Recently I moderated another Social Media Today webinar as part of their Best Thinker webinar series, this time on the topic of Leading Companies for Customer Service, On and Off Social. This webinar featured Jason Kapler ( @ jasonkapler ) Vice President of Marketing at LiveWorld, Dan Gingiss (@ dgingiss ) Head of Digital Customer Experience and Social for Discover Card and Kristina Libby (@ KristinaLibby ) Head of Consumer Communications at Microsoft.
  • MODERN MARKETING  |  MONDAY, DECEMBER 12, 2016
    [Customer] Why Customer Experience Is Just Like Gift Buying
    Today we're talking about customer experience and why it can be just like buying a gift, One Size Most Assuredly Does Not Fit All. Today’s consumers are demanding: they have become more unforgiving of a poor customer experience and expect interactions on their desktop and mobile devices to be responsive, intuitive, and easy to use. On one hand you have what consumers say they want out of a customer experience. Customer Experience
  • ACT-ON  |  MONDAY, FEBRUARY 1, 2016
    [Customer] Use Marketing Automation to Keep Customers and Expand Retention
    Increasingly, forward-thinking CMOs are extending its use to orchestrate the entire customer lifecycle, with particular emphasis on customer retention and expansion. Raconteur’s recent Digital Economy Report included an interview with Act-On CEO Andy MacMillan, headlined “ Keeping Customers – Automatically.” As more businesses turn to a subscription-based model, more of their revenue eventually starts coming from existing customers than from signing new prospects.
  • ACT-ON  |  TUESDAY, OCTOBER 20, 2015
    [Customer] How Content Drives a Great Customer Experience (and Profit)
    Welcome to the Age of the Customer. Today, customers have more control over their buyer experience than ever before. The tricky part is that different teams within a single organization – social, demand gen, digital marketing, field marketing, inside sales, outside sales, customer support – are responsible for delivering content across various channels to the same buyer. In fact, buyers that report having great customer experiences are 5.2X
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  THURSDAY, DECEMBER 11, 2014
    [Customer] Hard lessons agency customers need to learn about social media marketing
    Four and a half years ago I was hired into an agency that needed help outlining social media solutions for its customers. For about a year I prepared countless pitches, proposals, and webinars for our agency customers … who bought almost nothing. Some of our most important agency customers were in the transportation industry. Many of our agency customers were still spending a significant portion of their budget on newspapers and magazines (often as much as 75%!).
  • MARKETING ACTION  |  MONDAY, MARCH 9, 2015
    [Customer] The Future of CRM is Customer Engagement
    What’s the future of customer relationship management (CRM) and what does it take to create lasting customer engagement? He’s got another book coming out next year from the Harvard Business Press called A Commonwealth of Self-Interest , about business strategies and programs for customer engagement. ACT-ON: The most successful companies are those that are customer-centric and know how to sell the way the customer wants to buy. That’s customer engaged.
  • SALESFUSION  |  THURSDAY, AUGUST 14, 2014
    [Customer] The ROI of a Customer
    The post The ROI of a Customer appeared first on Salesfusion. Customer Interaction
  • CUSTOMER EXPERIENCE MATRIX   |  THURSDAY, APRIL 25, 2013
    [Customer] I've Discovered a New Class of System: the Customer Data Platform. Causata Is An Example.
    These systems that gather customer data from multiple sources, combine information related to the same individuals, perform predictive analytics on the resulting database, and use the results to guide marketing treatments across multiple channels. This differs quite radically from standard marketing automation systems, which use databases built elsewhere, rarely include integrated predictive modeling, and are focused primarily on moving customers through multi-step campaigns.
  • B2B MARKETING TRACTION  |  FRIDAY, NOVEMBER 12, 2010
    [Customer] Improve Service with a Customer Touch Point Map
    Buyers deal with a great sales person, but delivery is slow, installation sloppy, customer service doesn’t solve problems and/or accounting doesn’t understand what the customer is trying to communicate. 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. The customer touch point analysis is an easy exercise which can provide amazing results.
  • CUSTOMER EXPERIENCE MATRIX   |  MONDAY, MAY 20, 2013
    [Customer] Silverpop Announces Universal Behaviors to Provide Better Cross Channel Customer Experience
    At their annual Amplify conference last week, Silverpop unveiled the culmination of a two year project that conveniently matches the Customer Data Platform (CDP) concept I’ve been describing for the past month. Silverpop’s new features load customer behaviors from all sources into a central database, match identities to create a unified customer view, and make the resulting information available for real-time, automated interactions across all channels.
  • INFLUITIVE B2B  |  WEDNESDAY, APRIL 22, 2015
    [Customer] New Forrester Research: B2B Should Use B2C Customer Loyalty Principles
    Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. But B2B marketers are under growing pressure to interact—and deepen relationships—with customers at every stage of the lifecycle, since retaining a customer is more valuable than acquiring a new one. That’s why B2B marketers can’t afford to overlook the opportunity to learn from their B2C counterparts, who are experts at driving customer loyalty.
  • B2B MARKETING INSIDER  |  TUESDAY, FEBRUARY 26, 2013
    [Customer] Is Customer Experience The Future of Marketing?
    Time to turn our attention to the biggest challenge in marketing: focus on the customer and the customer experience. Previous topics included Big Data , creating a content culture , the roles of content and technology , the future of search , the science of marketing , the rise of Content Brands and we asked whether the customer or the content is king in the future of marketing. The post Is Customer Experience The Future of Marketing?
  • INFLUITIVE B2B  |  FRIDAY, JUNE 16, 2017
    [Customer] How To Create “Moments That Matter” With Your Customers
    I walked into an all-day meeting back in February, and on one of the tables I saw a piece of notebook paper with my name and a heart written on it. To the side of the paper was a Starbucks tea (I abhor coffee) and a bottle of water.
  • VERTICAL RESPONSE  |  TUESDAY, AUGUST 18, 2015
    [Customer] Emails That Encourage Customer Engagement
    How are you currently engaging your customers? Studies show engaged customers have positive responses to businesses, which translate into higher sales. You want customers to love your brand and go out of their way to buy your product or service. Loyal customers like these can boost your revenue by 23 percent, according to a customer engagement survey conducted by Gallup. One of the easiest ways to increase customer engagement is through email.
  • TYPE A COMMUNICATIONS  |  THURSDAY, FEBRUARY 23, 2017
    [Customer] Why Customer Experience is Rooted in Story
    Customer Experience Marketing Storytelling Carla Johnson Emerson Kathy Button Bell Type A CommunicationsFebruary 23, 2017 by Carla Johnson Stories have characters – heroes, villains and mentors. They have a setting. They have plots that unfold over time. And they have themes. read more.
  • TYPE A COMMUNICATIONS  |  THURSDAY, SEPTEMBER 1, 2016
    [Customer] Customer Education: The Secret to Successful Marketing
    In the world of modern marketing, customer. B2B Marketing Content Strategy Customer Journey B2B Buyer Journey Carla Johnson Chuck Frey content marketing Content Marketing Institute Cultivate Communication Ecomagination Energy University GE Indium Joe Pulizzi Schneider Electric Type A CommunicationsSeptember 1, 2016 by Chuck Frey In card games, trump cards carry much more value and importance than any of the other cards. read more.
  • FATHOM  |  TUESDAY, JANUARY 5, 2016
    [Customer] 5 Things Your Customers Wish You Knew About Them
    Recently, I stumbled upon a quote that said something to the effect of, “…customers don’t care about your logo, they care about what you do”, and it got me thinking. A more customer-centric approach will add value to your business by enabling it to differentiate itself from others who do not offer the same experience. What Your Customers Wish You Knew About Them. Holistic Customer Experiences Begin With Love. Customers Will Remember You, If You Remember Them.
  • VISIONEDGE  |  MONDAY, FEBRUARY 3, 2014
    [Customer] Using Customer Lifetime Value to to Improve Marketing Investment Decisions
    The profits generated during the retention phase of a customer relationship are often referred to as customer lifetime value or customer retention equity. Intuitively, we know that Customer Lifetime Value (CLV) is an important metric for every company. It represents the value of your organization’s relationship with the customer. . . You can use these profiles to acquire new customers that best resemble your existing high value customers.
  • SALESFUSION  |  THURSDAY, JANUARY 14, 2016
    [Customer] Turn Your Customers Into Marketers
    The idea behind these campaigns is to involve users (whether they be customers, leads or anyone else relevant to your business) by putting them front and center. UGC can help promote trust in your brand by shining the spotlight on what your customers (or even potential customers) have to say about your business. The post Turn Your Customers Into Marketers appeared first on Salesfusion. Top five reasons to curate user-generated content.
  • VIDYARD  |  FRIDAY, MARCH 24, 2017
    [Customer] How Brian Used Video in Customer Success to Communicate Change
    Every CSM knows that change can be a big sticking point for customers, especially a change like a new customer success manager. Brian included the thumbnail of his video in the email as an image (that linked out to the video player on a separate sharing page) so that customers would: know there was a video and. Check out the email template Brian used – and customized – for all 61 contacts: The Videos. Blog Customer Success
  • VERTICAL RESPONSE  |  THURSDAY, MARCH 12, 2015
    [Customer] 5 Ways to Create Added Value for Customers
    Added value is an important tactic that can be used by small businesses to acquire and retain customers , increase brand awareness, and differentiate one’s place in the marketplace. Always consider your customers’ perspective. The art of creating added value starts with the ability to see your business through the eyes of your customers. By shifting your focus to providing content that focuses on your customers’ needs you can start helping and stop selling.
  • ACT-ON  |  TUESDAY, DECEMBER 22, 2015
    [Customer] Tips to Improve Customer Loyalty: Necessity is the Mother of Retention
    My to-do list is clear, and all I have left to do is write a blog post about customer retention. Do they know I’m writing a blog post on customer loyalty? One thing is obvious, the Starbucks marketing team knows a thing or two about customer retention. Would you like to create a retention campaign that will make your customers think you’re a mind reader? Instead, use your marketing automation software to improve customer loyalty. Re-engage Sleepy Customers.
  • TYPE A COMMUNICATIONS  |  TUESDAY, JUNE 27, 2017
    [Customer] The 10 Best Customer Service and Customer Engagement Platforms
    June 27, 2017 by Tom Pick The emergence and spread of the Industrial Internet of Things (IIoT) has dramatically changed the game for both B2B vendors and customers. Customer Experience Marketing Tom Pick WebbiquityProducers of. read more.
  • VERTICAL RESPONSE  |  MONDAY, JANUARY 13, 2014
    [Customer] 5 Easy (and Affordable) Ways to Show Customer Appreciation
    Showing customer appreciation is more important than ever, as customers have more ways to browse and shop than ever before. In-store, online, review sites, and friend recommendations all factor into a customer’s buying decision. Customers also have more options to choose from when it comes to purchasing – whether it’s supporting a local business, shopping for the best price, or shopping online for convenience. Show customers you really appreciate their business!
  • CUSTOMER EXPERIENCE MATRIX   |  SATURDAY, DECEMBER 13, 2014
    [Customer] BlueConic User-Driven Marketing Maturity Model: Surprises on the Road to Customer-Centric Marketing
    But the best part of my recent presentation with BlueConic was listening to the voice of someone else’s experience: in this case, the experience of more than 60 BlueConic clients, distilled into a maturity model that traced the stages they passed through on their way to full customer-centric marketing. The very first stage of the model, Level 0, involves no differentiation at all: every customer is treated the same; in fact, customers may not even be identified.
  • PAUL GILLIN  |  TUESDAY, DECEMBER 18, 2012
    [Customer] My New Book, ‘Attack of the Customers,’ is now available
    Eleven months later, Attack of the Customers on sale on Amazon ! Several of the case studies in New Influencers involved customer attacks in the days when blogs were about all people had to work with. Today, attacks take many different forms and involve many different tools, but the pattern is the same: People have learned that they can get better results from rallying friends and supporters to their cause than by going through established customer service or complaint channels.
  • B2B MARKETING INSIDER  |  MONDAY, FEBRUARY 15, 2016
    [Customer] Why Customer-Focused Content Should Be A Priority
    Research notes that “[c]ustomer-centric companies are 60% more profitable compared to companies that are not focused on the customer.” The post Why Customer-Focused Content Should Be A Priority appeared first on Marketing Insider Group. There’s a shift happening right before our eyes. Gone are the days where marketers concentrated on company-centered messaging. Now, businesses must cater fully to their audience. And simply replacing a few words in your existing content […].
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  WEDNESDAY, JUNE 21, 2017
    [Customer] Customer success: 3 Off-beat tools for small businesses
    So on that same day, I also became the company’s sole customer success agent. I thought my time working at Geek Squad and Apple would assist me, but there’s a difference between being a customer-facing employee and guiding the whole company’s policy toward customers. I quickly found that what works face-to-face in retail, or over the phone in tech support, doesn’t always work with your own customers. First, what is customer success?
  • ACT-ON  |  MONDAY, APRIL 18, 2016
    [Customer] Act-On: Powering the Customer Experience
    That’s the proverbial ‘loaded question’, but for now, let’s focus on what can be done to build a high-performing, sustainable marketing department that balances brand awareness, demand generation and customer marketing. Customer Experience. Deliver a great customer experience. A great customer experience will drive satisfied customers; and satisfied customers will build brand awareness for you. Strengthening the customer experience.
  • MODERN MARKETING  |  MONDAY, FEBRUARY 24, 2014
    [Customer] Oracle to Acquire BlueKai Data Management So Marketers Can Personalize Customer Experiences
    As part of our evolving commitment to helping modern marketers enhance all interactions, this acquisition is another step toward the improvement of personalized marketing programs and customer experience. Though technology is advancing in ways that have created more data sources that help us get to know our customers more meaningfully, these additional channels also require an orchestrated strategy to understand how to craft our messaging and focus communication efforts.
  • B2B MARKETING INSIDER  |  THURSDAY, SEPTEMBER 15, 2016
    [Customer] 3 Ways to Create Customer-Driven Content
    Customers are now conditioned to avoid advertisements. Content tailored to the customer’s needs offers brands a new opportunity. The post 3 Ways to Create Customer-Driven Content appeared first on Marketing Insider Group. Traditional marketing does not have the same effect on consumers as it once did. Personalized content marketing is swiftly replacing generic ads. They can pinpoint specific consumer interests. This kind of content is highly effective.
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, FEBRUARY 6, 2013
    [Customer] Five Signs Your Online Customers May Be Cheating on You
    Posted in Behavioral Targeting Conversion Optimization Customer Experience eCommerce. But Marketers can use online behavior and web analytics to reveal patterns and warning signs indicative of the type of customer retention issues that lead to “online cheating.” By encouraging consumers to explore the site and streamlining the shopping process, the chances you’ll turn more visitors into customers, increases. is crucial to keeping customers loyal.
  • B2B MARKETING INSIDER  |  TUESDAY, JANUARY 24, 2012
    [Customer] The Battle For Customer Attention
    We receive more marketing messages than we can handle and the battle for customer attention has moved from being mainly about the medium to technology to content. If “content is king,” then customer attention is the “Holy Grail.” And so, I think it makes sense to go back and consider the aim of marketing: “to know and understand the customer so well the product or service fits him and sells itself. To make it all about their customers.
  • MODERN MARKETING  |  WEDNESDAY, FEBRUARY 8, 2017
    [Customer] 3 Ways to Apply Technology to Enhance Customer Experience
    It’s a standard farewell that tells me, a proud modern marketer, that I’m in good company wanting to take every opportunity to offer consistently stellar customer experiences. I leased my first vehicle from them when I got my first job out of college, and due to their amazing treatment of customers, and quality offerings, I’ve kept going back to lease and service my cars there. Connect the dots of the customer experience journey. Customer Experience
  • CUSTOMER EXPERIENCE MATRIX   |  WEDNESDAY, MAY 11, 2016
    [Customer] Pointillist Journey Orchestration Discovers Customer Paths for Itself (Marketing Automation is Doomed, I Tell You)
    I usually hedge my bets with this sort of prediction, but will abandon my typical caution because I’m convinced that campaign management and marketing automation are too deeply rooted in the old world of batch list generation to meet today’s need for continuous optimization of customer treatments. That would be Pointillist , a just-released “customer intelligence platform” that has been incubating inside financial services technology vendor Altisource since 2014.
  • B2B LEAD GENERATION BLOG  |  MONDAY, MAY 5, 2014
    [Customer] Customer-Centric Marketing: Using metaphors in your B2B strategy
    Tweet Who are your customers? While it may be (hopefully) impossible to individually name your customers from memory, marketers need to be extremely familiar with them. Realizing they were missing an entire swath of potential consumers, Jacob and the team at One Call Now embarked on an entire website redesign, and with it, new funnels for customers. They just had to plot out who their customers were.
  • B2B LEAD GENERATION BLOG  |  MONDAY, OCTOBER 14, 2013
    [Customer] Lead Generation: Who knows the customer better – Marketing or Sales?
    We talk to the customer every day…”. No matter how things are going, Sales tends to like to stick its nose in the Marketing plan, with the justification being, “We know the customer better. We all feel that we have a golden gut to some extent, especially when we’re interacting directly with customers. You have to realize potential customers, especially those that choose another vendor, may not always honestly tell you why.
  • KOMARKETING ASSOCIATES  |  THURSDAY, OCTOBER 15, 2015
    [Customer] How B2B Marketers Can Build Meaningful Customer Relationships In 3 Steps
    They aren’t the basis for a customer relationship. These and similar impulse or ill-considered circumstances don’t lay a smooth trail to “Customer For Life” utopia. And for your marketing dollar, it’s a given you’ll want to retain paying customers as long as possible. The attitude of service can be conveyed in your messaging, general helpfulness (front office, customer service, etc.), 3 Steps To Build Trust for More Meaningful Customer Relationships.
  • REACHFORCE  |  FRIDAY, JANUARY 8, 2016
    [Customer] Use Marketing Automation to Understand Your Customers
    One of the greatest advantages of marketing automation software is the ability to gain a complete understanding of the customer. In order to achieve optimal effectiveness with a marketing campaign, having an accurate view of the customer is imperative. With inaccurate, outdated, or insufficient customer data, marketing campaigns will fail to achieve the same level […].
  • TOMORROW PEOPLE  |  FRIDAY, MARCH 11, 2016
    [Customer] Why Customer Experience Should be the Focal Point of a Content Strategy
    4 reasons customer experience is key to content strategy. Customer Experience
  • MODERN MARKETING  |  MONDAY, FEBRUARY 6, 2017
    [Customer] Customer Experience is the Most Critical Part of Marketing Right Now
    89% of marketers expect customer experience to be their primary differentiator, according to Gartner. That means you need to pay extra close attention to the words of our global Modern Marketing experts when they talk about customer experience. This starts with every interact a customer has with your brand, but it includes the technology you leverage to make those engagements happen, as well as how your people manage those tools. Customer Experience
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  MONDAY, JULY 29, 2013
    [Customer] Social media research, customer insight, and the power of the one
    Long before the days of Sysomos, Radian6, or even Facebook, the only way to learn about trends and “sentiment” was to actually poll your customers or go out and talk to them. When I was a marketing director for a large company I led an activity called “Listen to the Customer.” ” To augment regular customer surveys, every other year we would get on a plane and actually visit with a cross section of customers face-to-face.
  • WEBBIQUITY  |  TUESDAY, MAY 30, 2017
    [Customer] Four Data-Driven Metrics for Managing Your Customer Experience
    Take customer experience, for example. How can a company possibly reduce the emotions, interactions, and personality traits that impact a customer’s perception of a business to a single number? While it may be a stretch to find one number that summarizes the totality of your customers’ experience, that doesn’t mean you can’t use data at some level to guide business decisions about your customer lifecycle. Guest post by Josh Brown.
  • GREAT B2B MARKETING  |  WEDNESDAY, DECEMBER 3, 2014
    [Customer] Customer Service is a Critical Marketing Attribute
    However, there was nothing positive about the experience for Marco and it had several negative repercussions that provide some lessons on what not to do from a marketing and customer service perspective. Don’t treat your customers/clients rudely. And the customers you treat rudely are much more likely to talk about it publically than those who are neutral or positive. Be responsive when customers tell you they have a problem. Customer Service Marketing
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  TUESDAY, AUGUST 16, 2011
    [Customer] 10 ways to use psychology to lure web customers
    On my website, you can click to see free materials, download an eBook, watch videos, read case studies, listen to a podcast, read my blog … basically I give people lots of reasons to hang around by providing valuable material that would interest my target customer. She is your prospective customer. customer acquisition Internet marketing Psychology and social media Internet marketing psychology psychology and social media
  • MODERN MARKETING  |  THURSDAY, NOVEMBER 21, 2013
    [Customer] Collaborate for the Internet of Customers with 7 Ideas for 2014
    We enjoyed reconnecting with customers, partners and other marketers – less than a month after Eloqua Experience — via the Compendium booth, Modern Marketing Mixer , and downtown San Francisco. Much has been said about the “Internet of Things” but, as Benioff discussed in his Tuesday keynote, behind every device is a current or potential customer. The path to customer-obsessed marketing begins and ends with customer knowledge.
  • VIDYARD  |  WEDNESDAY, APRIL 19, 2017
    [Customer] Why Video is the Key to Happier Customers
    Which of your customers are the happiest? To this end, customer support videos can do more to improve the cost-per-quality of your support, educate them with less effort, and retain them better than any other support tool. This probably comes as no surprise to most support organizations, but if speed really is your goal, there’s nothing faster than instant: a library of well-curated self-help videos is available to all customers at once, 24/7, without the wait time.
  • TONY ZAMBITO  |  SUNDAY, FEBRUARY 5, 2017
    [Customer] How The Content Illusion Is Leading Marketing Astray In The Era Of Digital Transformation
    But, produce massive amounts of it to get in front of customers. Giving customers the ability to download content is not in of itself interaction or a digital experience. This thought process led to misguidance where content is viewed as broadcasting information out to markets and customers. With the purpose of personas being to figure out how to get content in front of customers. 4 – The Customer Journey Is Not The Content Journey.
  • SALESFUSION  |  MONDAY, OCTOBER 20, 2014
    [Customer] Customers Are a Critical Piece of the Sales Funnel
    The post Customers Are a Critical Piece of the Sales Funnel appeared first on Salesfusion. Customer Interaction
  • ANNUITAS  |  TUESDAY, MAY 3, 2016
    [Customer] Customer Experience, Transformation and Personalization at #MME16
    Thinking about last week’s Oracle Modern Marketing Experience #MME16, there were three themes that stood out to me – Customer Experience, Digital Transformation and Personalization. Customer Experience: Troy Carter of Atom Factory made a valid point during his “Community, Connection, Consumption – Create Great Experience to Build Brand, Sales and Superstardom” keynote. He discussed disruption, entrepreneurship, advocacy, and custom experience.
  • B2B LEAD GENERATION BLOG  |  MONDAY, APRIL 20, 2015
    [Customer] 4 Steps to Lead Nurturing: Walking the buying path with your customers
    Get out your walking shoes, and take a journey with your customers. The first step on that path to success is to start thinking like a customer. Step #1: Walk in your potential customers’ shoes to build a customer journey map. Be the customer, and get as you close as you can to their experience by really observing the behaviors of your customer. After you’ve gaining a solid understanding, then build your customer journey map.
  • INFER  |  TUESDAY, AUGUST 26, 2014
    [Customer] Infer Customer Referral Program
    At Infer, we’re always looking for innovative ways to spread the word and share our customer’s amazing success stories. We’ve added some of our best customers through referrals, so in order to show our appreciation to customers who refer Infer, we’ve rolled out a fun program. If you make an introduction to a person or company who’d be a good fit for Infer, we’ll send both of you a pair of our custom Nike shoes.
  • CUSTOMER EXPERIENCE MATRIX   |  FRIDAY, NOVEMBER 8, 2013
    [Customer] Gainsight Gives Customer Success Managers a Database of Their Own
    I had a conversation last week with a vendor whose pitch was all about providing execution systems with a shared database that contains a unified view of customer information from all sources. Sadly, they were unfamiliar with the concept of a Customer Data Platform as I’ve been developing it over the past few months and didn’t realize that they fit the definition. The company is Gainsight (formerly JBara), whose Web site positions it as ”a complete customer success platform”.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  WEDNESDAY, JULY 15, 2015
    [Customer] Communist Customer Service: 3 Lessons I Learned on My Vacation.
    Which meant no competition, and thus no need to innovate or provide customer service. Below, I’m sharing three major customer lessons I’ve unfortunately learned from my trip to the East shores. ” Yep, there’s that world-famous East German customer service. Lesson: There are, and always will be, challenges with different customers and their individual needs. If only he had done the same for his customers!
  • ACT-ON  |  FRIDAY, JUNE 16, 2017
    [Customer] Your Customers Called. They Want You to Know These 6 Things
    The customer experience has always been top of mind, of course. Flash forward to now, when one person who has a poor customer experience can post a bad review on just one site and cause all kinds of havoc. Even those review stats look like peanuts compared to what a truly angry and vocal customer can do. Outraged, Dave petitioned multiple United customer service reps for justice … only to be dismissed. As we’ve written about before, happy customers stick around.
  • AVITAGE  |  SATURDAY, JUNE 27, 2015
    [Customer] B2B Customer Content Operations Manifesto
    The custom content business is a difficult business. This is why you (and most content marketers) struggle to: produce a constant stream of audience (buyer) relevant content … in the many forms and formats required for audience preferences and delivery channel requirements … at the scale required to cover all key use case requirements of your content dependent, customer engaging functions. (A The need for a business or enterprise level customer content strategy. 2.
  • INDUSTRIAL MARKETING TODAY  |  FRIDAY, JULY 12, 2013
    [Customer] Industrial Content Marketing’s Impact on Customer Experience
    Customer experience — the Holy Grail of customer loyalty and repeat business. Customer experience is [.]. Content Marketing Inbound Marketing Social Media Marketing Customer experience Industrial Marketing Every company wants it, many talk about it but only a few get it right. This is only a content summary. Please click on the headline to read the full article. Visit my website for more content on industrial marketing.].
  • VERTICAL RESPONSE  |  THURSDAY, AUGUST 7, 2014
    [Customer] 5 Tips to Get Social with Your Customer Service
    This also means having an active social presence that can help satisfy customer service needs with real-time responses. If you’re not using social media to assist your customer service needs, or if you’re looking to make improvements, here are 5 tips to get your social customer service off the ground. Answer customer questions and concerns in a timely manner. Twitter has become a customer service mecca.
  • VIEWPOINT  |  THURSDAY, JUNE 12, 2014
    [Customer] Book Review: Hooked on Customers
    Driving customer advocacy is hard work. If you''re looking for some magic metric or a quick and easy fix to guaranteed success, Bob Thompson’s latest book, Hooked on Customers , is not for you. In his concise and reader-friendly book, Bob outlines five tangible habits that, if applied effectively, can transform customer service from mere “lip service” to genuine “Customer Centricity.”
  • B2B MARKETING INSIDER  |  WEDNESDAY, JULY 15, 2015
    [Customer] 10 Customer Experiences You Need To Deliver Today
    The customer experience is your next competitive battleground. You can claim victory by way of this competitive differentiation war by offering the lowest prices or providing a superior, surprising and spectacular customer experience! However, you will always win the customer experience war. What Is Customer Experience And Why Is It So Important? Customer experience is your customer’s perceptions of his or her relationship with your brand.
  • TONY ZAMBITO  |  SUNDAY, MARCH 12, 2017
    [Customer] Reboot Buyer Insights To Drive B2B Growth
    Relying on the predictability of long-ago established customers. While the concept of a buyer’s journey or customer journey has become somewhat of a buzz in B2B, the majority are still representing an internal view of a buyer’s journey. Illustration by Gregory Cresnar. B2B companies are faced with the most transformative era in business history.
  • INFLUITIVE B2B  |  THURSDAY, JUNE 30, 2016
    [Customer] Why Every Company Has Time For Customer Advocacy (And Where To Find It)
    You don’t have time to delight your customers with something like an advocate community. The post Why Every Company Has Time For Customer Advocacy (And Where To Find It) appeared first on Influitive. Marketers are busy people. That’s why the thought of managing another program or piece of technology every day sounds about as appealing as the next Justice League movie. You’ve got growth targets to hit, right?
  • GREAT B2B MARKETING  |  TUESDAY, JUNE 10, 2014
    [Customer] Why You Need to Be Hooked on Your Customers
    I just read the brand new book by Bob Thompson: Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies. But I have always understood that it costs 5-10 times as much to find and sell a new customer as it does to get add-on revenue from an existing customer. The major premise is that talk about great customer service is cheap, but it is specific actions that count. Customer Service Customer-Centric
  • BIZNOLOGY  |  FRIDAY, NOVEMBER 4, 2016
    [Customer] 4 Ways to really engage your customers on social media
    The good news is that it’s easier than ever to increase customer engagement with videos or engage them in conversation through contests and thoughtfully-worded posts. People want and like a better customer experience, so make sure to give them one if you want to really engage them. One of many mistakes small businesses make while trying to grow is failing to really inspire customer engagement.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  MONDAY, JULY 25, 2016
    [Customer] Finally, the truth about social media and customer engagement
    Brands caught on, flooding the Twittersphere with their own weird idea of customer engagement. ” Counting on a long-term, high customer engagement level on Snapchat (or anywhere) as a business case is foolish because it probably can’t last, and we’re already seeing proof of that. Isn’t that where the customer engagement will be? The real story of customer engagement. By Mark W. Schaefer.
  • MARKETING ACTION  |  MONDAY, APRIL 6, 2015
    [Customer] Customer Lifecycle Metrics, Part 4: Convert, and Create a Customer
    This is part four in a series of five blog posts that examines the metrics you should measure throughout the five stages of the customer lifecycle: attract , capture , nurture , convert, and expand. . By this stage in the customer lifecycle, you’ve gathered up your prospects and nurtured them along the journey. In part four of this series on customer lifecycle metrics, we’ll focus on the metrics that measure how well you’re converting leads into customers and creating new revenue.
  • TOMORROW PEOPLE  |  THURSDAY, OCTOBER 29, 2015
    [Customer] How Website Performance Insights Can Reveal What Your Customers Want
    Standard website metrics can give you a powerful understanding of what your customers really want.
  • B2B MARKETING INSIDER  |  WEDNESDAY, FEBRUARY 19, 2014
    [Customer] Need New Customers? Get Happy Employees
    Because the role of marketing is to get and keep customers. They build brand ambassadors who reflect positively on the business with each interaction with customers, employees and society at large. That’s how to get and keep customers. The post Need New Customers?
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  SUNDAY, JULY 24, 2011
    [Customer] Social media feedback as customer prophecy
    This is how the power of online customer feedback can work for or against a business at any given moment. How are you and your customers handling negative reviews? business relationships Case studies customer acquisition Foursquare Social Media best practices foursquare social media best practices social media complaintsMy wife and I decided to celebrate for no particular reason at a favorite restaurant.
  • B2B MARKETING INSIDER  |  TUESDAY, AUGUST 23, 2016
    [Customer] 5 Ways Marketing Automation Builds True Customer Loyalty
    It seems that somewhere along the way, customer loyalty became a forgotten objective of the marketing strategy. We focus on getting customers, and lots of them, through various methods, and often at any cost. But the cost of acquiring a new customer is five to twenty-five times higher than the investment required to keep an […]. The post 5 Ways Marketing Automation Builds True Customer Loyalty appeared first on Marketing Insider Group.
  • MODERN MARKETING  |  WEDNESDAY, FEBRUARY 22, 2017
    [Customer] Improve Customer Experience and Email Deliverability With a Preference Center
    The truth is a Preference Center helps you optimize engagement and increase your brand’s loyal customer base. Over time this reduces email fatigue and preserves long-term relationship with the customer. Much of the customer experience is broken because the marketing experience is broken. With legacy technology, marketers only get a distorted view of the customer because data silos cannot be shared across channels. Customer Experience
  • CRIMSON MARKETING  |  THURSDAY, AUGUST 6, 2015
    [Customer] Customer Experience is the Core of Big Data Marketing (with Russell Glass, Head of Products, Marketing Solutions at LinkedIn)
    According to Russell Glass, Head of Products, Marketing Solutions at LinkedIn, “the 10 percent tended to start with the customer. They tended to look at the personas of the people they were going after, the types of companies they were going after, and they asked themselves a simple question, ‘What kind of experiences do I want to create for these customers?’”. Get it right and you can earn the respect and loyalty of your customers.
  • MODERN MARKETING  |  WEDNESDAY, APRIL 10, 2013
    [Customer] The Payoffs Of Real Customer Centric Marketing
    And while many marketers claim to subscribe to ‘customer centric’ marketing principles, few actually deliver on the promise. For efficient marketing, make sure your conversations put the needs of prospects and customers first. The Payoffs Of Real Customer Centric Marketing is from Eloqua’s It’s All About Revenue, a Blog Covering Business To Business Marketing.
  • MODERN MARKETING  |  FRIDAY, MAY 19, 2017
    [Customer] How to Launch a Customer-Centric Sales Strategy
    “ We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Customer Centricity Is More Important than Ever. It seems that it should go without saying that businesses need to be customer centric. With the Internet and mobile technology, customers can find the information they need anywhere, anytime. Customer Experience
  • THE B2B RESEARCH BLOG  |  MONDAY, AUGUST 1, 2016
    [Customer] Is customer satisfaction really important in B2B?
    Customer loyalty is critical to any business. This truism sees many B2B companies striving to satisfy and even delight customers. After all, the logic goes, if customers are happy then they won’t feel a need to change supplier – satisfaction leads inexorably to loyalty. Following on from this logic, market research studies tend to focus on measuring customer satisfaction and its cousin the Net Promoter Score (NPS). Higher levels of customer service.
  • BUZZ MARKETING FOR TECHNOLOGY  |  THURSDAY, APRIL 15, 2010
    [Customer] Customer Service is the New Marketing
    Zappos is powered by its customer service and was built on the premise of WOWing each and every customer. In a world where User Generated Content has surpassed that of Publisher Content (ie marketers like you and me) I would argue that Word of Mouth (WOM ) is really your last frontier as a marketer and that outstanding customer service is not only the new marketing it’s your only marketing! But great customer service enabled by social is a no brainier.
  • MODERN MARKETING  |  THURSDAY, OCTOBER 6, 2016
    [Customer] Great Customer Experience Grounded by Lack of Power
    We all know what it is like to be a customer, but when you focus on the airport experience it really shows you what is important in providing a great customer experience. Understand Your Customers’ Needs The first step in providing a good customer experience is understanding your customers’ needs. We are not the primary customers of the airport. That means that our customer experience may not be paramount to their success. Customer Experience
  • B2B MARKETING INSIDER  |  THURSDAY, OCTOBER 20, 2016
    [Customer] The Future Of Customer Relationships
    From landing your first customer to striking the business deal which takes your start-up to the next level. The post The Future Of Customer Relationships appeared first on Marketing Insider Group. Relationships make the world go round. From that first flicker of attraction in high school or college to walking down the aisle on your wedding day. Relationships are key to every aspect of our lives. So why […].
  • B2B LEAD GENERATION BLOG  |  MONDAY, MARCH 23, 2015
    [Customer] Inbound Marketing: How a B2B company used a content marketing strategy to improve customer experience
    Tweet Inbound marketing is typically a term reserved for B2C companies striving to draw customers in with flashy social media campaigns, witty tweets and beautiful infographics. In the example below, Precor identified three key industries that it targets as customers. Lastly, establishing a year-long calendar for each persona is essential in maintaining a healthy relationship with your customers and followers.
  • SALESFUSION  |  THURSDAY, FEBRUARY 20, 2014
    [Customer] Salesfusion Customer Generates $1.5 million in Revenue from Marketing Automation
    When you join our team, you not only get a product that both partners and customers love, but a team everyone loves to work with. Feel confident that even your toughest customers will in fall love with our product and service; making you their hero. button class="lbp_secondary" link="[link] align="center" size="medium" type="wide" style="solid" icon="lightbulb" title="Learn More"]Sign Up[/button][/box] The post Salesfusion Customer Generates $1.5
  • CRIMSON MARKETING  |  MONDAY, NOVEMBER 2, 2015
    [Customer] How to Market Smart When You’re Not an IT Expert (featuring Nate Skinner, Chief Customer Officer at Campaign Monitor)
    For marketers, that means an ever-expanding need to work with technology to reach the right customers, with the right message, at the right time. Nate Skinner, Chief Customer Officer for email marketing service provider Campaign Monitor, joins Moneyball for Marketing to talk about the trends and technologies that are impacting marketing organizations today, and how savvy marketers are cracking the code on personalization, without extensive IT skills.
  • CRIMSON MARKETING  |  TUESDAY, OCTOBER 13, 2015
    [Customer] How to Optimize the Customer Experience With Behavioral Data (with Scott Sanborn, Lending Club COO & CMO)
    In this edition of Moneyball for Marketing, Lending Club COO & CMO Scott Sanborn joins us to discuss how martech is changing customer acquisition cost, customer lifetime value calculation and customer satisfaction optimization: Optimal engagement: Scott shares how Lending Club analyzes credit, application and behavioral data from different sources, in real time, to optimize the customer experience and determine the buyer journey to verification.
  • ANNUITAS  |  THURSDAY, JULY 17, 2014
    [Customer] Why Companies Don’t Market to Their Customers
    I was recently onsite with a prospect and was told that if this company could simply add $10,000 to every customer renewal each year they would add $400,000,000 in incremental revenue to the bottom line. Sadly, most organizations do a poor job selling back into their customer base and as a result are missing a huge opportunity to generate revenue. Everyone has seen the studies that state it costs twice as much to acquire a new customer as it does sell into a current one.
  • B2B MARKETING INSIDER  |  WEDNESDAY, NOVEMBER 16, 2016
    [Customer] Map Your Content To The Customer Journey
    What sort of experience do you provide to your customers? How can you ensure that you knock it out of the park every time you interact with an existing or potential customer? Knowledge is power when it comes to digital customer experience. The post Map Your Content To The Customer Journey appeared first on Marketing Insider Group. You wouldn’t venture out into the wilderness without a map, and neither should […].
  • ACT-ON  |  MONDAY, NOVEMBER 23, 2015
    [Customer] Dear CMO Part II: Place the Voice-of-the-Customer at the Center of All You Do
    In Part I, “ Dear CMO, Part 1: Why Your Content Misses the Mark ”, we detailed findings and shortcomings in content marketing approaches when it comes to actually securing customers from these investments. The upshot from that discussion was that the CMO’s reticence to focus on that key performance indicator was the impetus for the failure to put customers more at the center of content marketing activities. Owned, in-person customer communities .
  • VERTICAL RESPONSE  |  FRIDAY, FEBRUARY 20, 2015
    [Customer] Understand Your Target Market: 3 Steps to Creating Customer Personas
    Whether your customers are commuters, busy moms, fashion bloggers, or families needing dental care, your business appeals to a target market. You may have a grasp on your customers, but how well do actually know them? Digging into the depths of your target market by creating customer personas or profiles can help ensure your product and marketing efforts are strategic and on point. How do you create customer personas? Step #1: Interview and/or survey your customers.
  • BIZNOLOGY  |  WEDNESDAY, NOVEMBER 23, 2016
    [Customer] How to reach your customers at work or at home
    Have you ever wished you knew more about the consumer side of your business customers? For B2B marketers, perhaps the most immediate benefit of this capability will be in reaching larger custom audiences. Most Twitter, Facebook and Google AdWords custom ad selection is based on the personal email address that was collected on sign up. The post How to reach your customers at work or at home appeared first on Biznology.
  • VIDYARD  |  MONDAY, APRIL 10, 2017
    [Customer] 12 Perfect Video Types for the B2B Customer Lifecycle [Infographic]
    If you’re reading this, you probably already know that video is an important part to accelerating the journey from prospect to customer. Check out the infographic below for the 12 different types of videos you should be using, all organized by: where they perform best in your customers’ lifecycle. The 12 Types of Videos that Work Best for Each Stage of the Customer Lifecycle. Customer – MongoDB.
  • BIZNOLOGY  |  MONDAY, OCTOBER 3, 2016
    [Customer] Increasing customer engagement with videos just got easier
    Increasing customer engagement with video is not the same as upping the level of charm in the video. It’s getting the customer involved. It provides a better customer experience. FAQs can increase customer engagement with videos. The post Increasing customer engagement with videos just got easier appeared first on Biznology. On the interwebs this generally means clicking something or sharing something.
  • B2B MARKETING INSIDER  |  WEDNESDAY, OCTOBER 24, 2012
    [Customer] 31 Easy Ideas To Create Content Your Customers Want
    The objective is to simply answer your customers’ top questions, to rank for the top keywords and to generate enough value in each post that your readers want to share it with their connections and come back again. 31 Easy Ideas To Create Content Your Customers Want. Define the top questions your customers face for each solution area and answer them. Define the main customer benefits of your solution category (without naming your product).
  • REACHFORCE  |  WEDNESDAY, FEBRUARY 25, 2015
    [Customer] Gaining a 360 Degree Customer View
    Today’s marketing manager should have a single, trusted, comprehensive view of customers and potential customers to be able to target marketing most effectively. By understanding customers thoroughly, businesses can capitalize on sales opportunities. Fortunately, the number of touch points between customers and businesses has increased greatly due to the web, social media, and mobility.
  • CUSTOMER EXPERIENCE MATRIX   |  FRIDAY, JUNE 27, 2014
    [Customer] Fliptop: A Customer Data Platform for Predictive Lead Scoring, Pure and Simple
    It’s been a while since I wrote about Customer Data Platforms , but only because I’ve been distracted by other topics. When it gets a new client, it loads that company’s own customer list and sales from its CRM system, finds those companies and individuals in the Fliptop database, enhances their records with Fliptop data, and uses the combined information to build a predictive model that identifies the likelihood of someone making a purchase.
  • INFLUITIVE B2B  |  THURSDAY, NOVEMBER 5, 2015
    [Customer] 7 Referral Program Best Practices For Wooing Customers
    From high-growth startups, to multi-national enterprises, every B2B company wants more customer referrals. Referred customers are 30% more likely to convert than leads generated through other channels , and have a 16% higher life-time value. Even if you have an awesome product and a stellar customer experience, you may be afraid of coming off as desperate. Well, the good news is your happiest customers want to give you referrals! Get closer to your customers.
  • CUSTOMER EXPERIENCE MATRIX   |  THURSDAY, MARCH 23, 2017
    [Customer] Wondering How Customer Data Platforms Relate to Other Marketing Systems? Here's a Picture
    I was asked the other day about the distinction between Customer Data Platforms and Journey Orchestration Engines. The diagram I originally had in mind was this one, showing that CDPs unify customer data and make it available, while JOEs unify customer data and select messages. So the picture should really look like this: That's fine, but it seems odd that “unify customer data” has no system associated with it.
  • CUSTOMER EXPERIENCE MATRIX   |  TUESDAY, MARCH 14, 2017
    [Customer] CrossEngage Orchestrates Customer Journeys Using Events
    They all ingest data from multiple sources; convert it into unified customer profiles; apply rules and analytics to find the best message for each customer in each situation; and, send those messages to external systems for delivery. Unified customer profiles make these products look like Customer Data Platforms. In theory, a JOE could connect to an external customer database rather than building its own, but I haven’t seen that configuration in practice.
  • INFLUITIVE B2B  |  WEDNESDAY, JANUARY 4, 2017
    [Customer] 19 Ways Your Customers Can Improve Your Content Marketing Strategy In 2017
    These tips were originally published in our eBook, Inspiring Customers to Create Content for You: A Marketer’s Guide. As a B2B marketer, you have boundless opportunities to turn your happiest customers into content collaborators. Involving customers in your content marketing strategy has lots of benefits, including: Uncovering better content ideas and new customer success stories.
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