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  • 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
  • LATTICE  |  TUESDAY, MARCH 29, 2016
    [Customer] Successful Companies Create Successful Customers
    Customer success is the hallmark of a great company. If your customers aren’t seeing value and talking about your product, you’re not really building a successful business. For Apple success means a customer improves the way they connect with people through their iPhone. For a B2B software company like Lattice, success means our customers are improving the efficiencies of their sales and marketing organizations, and increasing revenue.
  • 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.
  • 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.
  • 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   |  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.
  • 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.
  • 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?
  • ACT-ON  |  THURSDAY, JANUARY 19, 2017
    [Customer] Your Role on the Customer Journey
    Specifically, creating a customer journey map – and why you need to take this step. What is the customer journey? The customer journey is the decision-making process through which customers take action. Forrester Research describes customer journey this way: “The customer journey spans a variety of touch points by which the customer moves from awareness to engagement and purchase. Taking time to map a customer journey is an extra step, yes.
  • 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.
  • 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!
  • 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.
  • 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.
  • 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.
  • 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.
  • 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  |  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 […].
  • 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.
  • BEYOND  |  FRIDAY, JUNE 17, 2016
    [Customer] B2B and Customer Experience
    Customer experience (CX) has always played a major role in B2C marketing; so why is it that in a B2B scenario, CX is only now taking centre stage, and what are the implications for businesses
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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
  • 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 […].
  • 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.
  • 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
  • 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.
  • 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.
  • 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
  • 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
  • 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
  • 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.
  • 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.
  • 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.
  • 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”.
  • KAPOST  |  MONDAY, JUNE 13, 2016
    [Customer] Customer Success and Marketing: 3 Strategies to Improve Customer Retention
    However, companies that invest in and document customer success and marketing strategies are poised to win big. The cost to acquire a new customer remains 5x higher than retaining an existing one. Yet, B2B companies continue to invest in customer acquisition strategies instead of retention. Implementing a new product or technology requires a change in your customer’s status quo that can feel hard. RELATED: What Is Customer Success Marketing?
  • 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!
  • 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.
  • 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.].
  • 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.
  • 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.
  • 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.
  • 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
  • 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
  • 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.
  • 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  |  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.
  • 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.
  • 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, 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  |  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
  • 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.
  • 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.
  • KAPOST  |  MONDAY, MAY 16, 2016
    [Customer] Great B2B Customer Experiences Require Customer-Centric Marketing
    Only 12% of B2B marketers rate themselves as “very effective” at delivering a great customer experience. It’s a finding from the 2016 B2B Customer Experience Benchmark Report from Kapost. The report defines customer experience as: Customer experience encompasses each interaction between a customer and brand across channels (social media, website, email, sales, etc.) Random acts of content do not make the grade for customer-centric marketing.
  • 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.
  • 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
  • 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 […].
  • 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
  • TOMORROW PEOPLE  |  THURSDAY, JUNE 16, 2016
    [Customer] One size doesn’t fit all: meeting the needs of customers through personalised marketing
    Seeing customers as an individual - focusing on the customer journey. Making customers matter; delivering relevant content
  • 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.
  • 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.
  • 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.
  • 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.
  • 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 .
  • 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.
  • TONY ZAMBITO  |  SUNDAY, AUGUST 14, 2016
    [Customer] Are Your Buyer Personas Data Overkill?
    Enabling analytics and reports on profiling attributes and activities of buyers and customers as gleaned from a database. When it comes to data on buyers and customers, the old saying “too much of a good thing” comes to mind. Unknowingly, organizations can be afflicted by data creep and process creep as they enter a new era of collecting data on customers. And, more importantly, truly informs on customer strategies. As a means to help inform overall customer strategy.
  • 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.
  • BIZNOLOGY  |  FRIDAY, AUGUST 26, 2016
    [Customer] 6 important data points to record on your customers
    Customer data is one of the most important parts of your business success. If you’re not already using a customer relationship management (CRM) platform to collect and manage the data , you should be. Regardless of whether your business is online, brick-and-mortar, or a hybrid of the two, you should be maintaining a database of your customers contact information. Survey your customers after they make a purchase to find out how they came to your business in the first place.
  • 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.
  • INFLUITIVE B2B  |  TUESDAY, JUNE 2, 2015
    [Customer] B2B Customer Review Websites: 3 Tips For Blowing Past Competitors
    That’s why Angela Higgins , Manager, Customer Engagement at Code42, made getting high-quality customer reviews a top priority. Code42’s thousands of happy and highly vocal customers are one of our strongest market differentiators,” said Angela. The trouble was that those customers didn’t know how to review Code42 and publicly share their thoughts about our data protection and security solutions.”. How Code42 Stepped Up Its B2B Customer Review Game.
  • 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.
  • BIZIBLE  |  WEDNESDAY, APRIL 12, 2017
    [Customer] 5 Strategies to Build Customer Relationships Through Content
    Attribution allows marketers to see the type of content and the channels that are not only driving leads, but driving high quality leads that convert through the funnel and become customers. Words play a vital role in conveying a particular message to someone. Likewise, content has a pivotal role in digital marketing. It is the soul of any business. Especially in SEO, content marketing is a valuable and necessary technique.
  • B2B MARKETING TRACTION  |  FRIDAY, JULY 19, 2013
    [Customer] B2B Marketers: Do Customers Have a Tattoo of Your Brand?
    Customers line up for new product releases and even tattoo the brand’s logo on their body. We need to engage our customers, not only in the buying cycle but through the entire customer experience as well. If any of you have customers that have tattooed your brand on their bodies, I’d love to know! Marketing Soapbox b2b customer marketing
  • B2B LEAD GENERATION BLOG  |  TUESDAY, JANUARY 24, 2017
    [Customer] Empathetic Marketing: How To Connect With Your Customers
    I understand the politics and the culture challenge that marketers face today, and now I’m dedicating my life to trying to help as many companies, as many brands, as many marketers as I can, to understand how to put themselves in a leadership position by helping their customers. This digital world and content marketing, and creating content for customers – we think we get it. How can we overcome our collective amnesia and relate to customers?
  • BIZNOLOGY  |  MONDAY, OCTOBER 19, 2015
    [Customer] Stop over-complicating your customer information
    For some reason, we’ve decided that these two ways of understanding customers are completely separate, complicated, and require immense training to do properly. The Persona can be though of as what we know about customers that doesn’t change very often–who they are, how they think, their style, and their passion. The post Stop over-complicating your customer information appeared first on Biznology.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  WEDNESDAY, JANUARY 25, 2017
    [Customer] Three strategies to take the heat out of customer conflict
    I had my fair share of customer conflict, so I want to share the tips I’ve learned from my battles. The new sketch you propose is different from our agreed direction and could confuse the potential customer.”. We’re wired for collaboration, but since we’re all individuals crusading in the lands of the wild web, customer conflict is bound to happen. Can you name a situation where you experienced trouble with customer conflict?
  • MODERN MARKETING  |  TUESDAY, MAY 15, 2012
    [Customer] How to Treat Your Customer Like Prospects
    by Amy Bills | Tweet this I love The Office episode “ Business School ,” when Ryan schools Michael Scott on the cost difference between keeping a customer and finding a new one. Other than “Don’t let Michael Scott speak to your MBA class,” the underlying message is that your customers are your best, well, customers. Upselling is most effective when the customer is treated like a prospect. Oddly, we often forget our own customers are eager to consume that content.
  • CUSTOMER EXPERIENCE MATRIX   |  THURSDAY, OCTOBER 20, 2016
    [Customer] Hull.io Offers A Customer Data Platform for B2B Marketers
    The need for a Customer Data Platform – a marketer-controlled, unified, persistent, accessible customer database – applies equally to business and consumer marketing. Indeed, many of the firms I originally identified as CDPs were lead scoring and customer success management vendors who serve primarily B2B clients. This excludes the predictive modeling vendors and customer success managers, as well as the big marketing clouds that list a CDP as one of many components.
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, SEPTEMBER 26, 2012
    [Customer] 10 Reasons Brands Fail to Convert Facebook Fans into Paying Customers
    Step out of your comfort zone and try new efforts for specific customer segments. And that it’s not Facebook’s fault their customers aren’t more engaged. Posted in Commerce Facebook Interactive Marketing Sales Social Media Social Networking Strategy. According to HubSpot, ninety three percent of adults on the Internet are on Facebook, yet only 1% of a brand’s Facebook fans will ever make their way to the company’s main website.
  • CONTENTLY  |  TUESDAY, APRIL 19, 2016
    [Customer] The Customer Service Arms Race
    Welcome to the new world of online customer service. At the same time, the meteoric rise of Facebook Messenger, WhatsApp, and other instant messaging services promises a whole new environment and approach to customer service. Answering customer questions lies in a gray space between CRM (Customer Relationship Management), basic product support, and content marketing. ” A customer service arms race. Brands chat apps Customer service facebook Featured
  • ACT-ON  |  MONDAY, OCTOBER 24, 2016
    [Customer] How, And Why, You Should Calculate Customer Lifetime Value (CLV)
    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. Researchers estimate that today it costs five times as much to acquire a new customer than it does to retain a current one. What is Customer Lifetime Value? It hinges on how long, on average, you are able to keep customers. Are you finding your most valuable customers?
  • REACHFORCE  |  FRIDAY, MARCH 18, 2016
    [Customer] Use Marketing Automation to Improve Customer Retention
    Roughly 70 percent of businesses report that it’s easier and cheaper to retain customers than it is to find new customers. Customer satisfaction improves brand loyalty, so the easiest way to influence customer retention is by providing excellent customer service. With marketing automation, you can improve customer service, which can help to reduce the cost […].
  • MODERN MARKETING  |  MONDAY, APRIL 7, 2014
    [Customer] Customer-Obsessed Marketing Is Your Next Competitive Edge
    And they’re doing that by proving that “your customers are only one click away from your competitors” is more than just a clever phrase —it’s the difference between being a market leader and going out of business. You’ll need to learn how to use data to drive customer engagement and marketing performance with levels of precision and timeliness never before imagined.
  • HUBSPOT  |  FRIDAY, MAY 1, 2015
    [Customer] What Is CRM (Customer Relationship Management) Software?
    CRM stands for 'customer relationship management.' CRM, or customer relationship management, refers to software that lets companies track every interaction with current and future customers. Most CRMs will have features for keeping track of prospect and customer names, emails, and phone numbers. More advanced and complex ones can rotate leads to the right sales reps and log interactions with customer support teams.
  • CUSTOMER EXPERIENCE MATRIX   |  FRIDAY, APRIL 17, 2015
    [Customer] Marketo Adds Custom Objects. It's a Big Deal. Trust Me.
    Specifically, it hasn’t let users set up custom objects (although they’ve been able to import custom objects from Salesforce.com or Microsoft Dynamics CRM ). Indeed, even $300 per month Ontraport is about to add custom objects (and does a good job of explaining the concept in a typically wry video ). Sloan said that even before this happens, data in the custom objects will be fully available to Marketo rules for list building and campaign flows.
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