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  • 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?
  • 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.
  • 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?
  • ACT-ON  |  TUESDAY, MARCH 21, 2017
    [Customer] Customer Feedback Fundamentals: What Do Your Customers Really Think?
    What do your customers think of your business? You may be terrified at the notion of soliciting customer feedback. Asking customers what they think of your products and services is basically an act of cold-call torture. But, when giving customers a venue or direct channel to talk, you also may be on the receiving end of a litany of things you’re supposedly doing wrong, and/or an unending barrage of complaints. Polling your customers for feedback.
  • 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.
  • 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.
  • 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.
  • CONTENTLY  |  THURSDAY, JUNE 8, 2017
    [Customer] Why Companies Are Failing to Grasp the Digital Customer Experience
    In a 2016 report, the Economist Intelligence Unit 1 makes a bold assertion: “Customer experience” will overtake “mass advertising as a preferred channel to the customer.” Customer experience—specifically digital customer experience—plays a central role in just about every major research report published recently. Nailing the digital customer experience is a big deal. Executives and customers are not seeing eye-to-eye.
  • 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.
  • 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.
  • 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.
  • ACT-ON  |  THURSDAY, SEPTEMBER 1, 2016
    [Customer] Why Empathetic Marketing Can Give Your Customers An Amazing Experience
    In this podcast, Brian talks about how you can provide your customers an amazing experience through the not-so-subtle shift of asking how you can help – instead of telling them how you will help. It ties back to some of the things that I firmly believe in around the customer experience and empathy. Despite having all these tools, it’s become harder than ever to connect with our customers. Brian: All of us, to some level, really want to ultimately help our customers.
  • 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
  • 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 […].
  • 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.
  • 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.
  • MODERN MARKETING  |  TUESDAY, JUNE 20, 2017
    [Customer] Tales of the Modern Customer Experience from Top Marketing Experts
    The experience that a consumer has (before and after purchase) can be the difference from a long-time customer, or online adversary. The competitive landscape for customer attention is becoming increasingly competitive and brands that provide an exceptional customer experience will win the hearts and wallets of consumers. But what makes for a good (or bad) customer experience? Share Your Favorite Customer Experience Tales? Customer Experience
  • CINTELL  |  TUESDAY, APRIL 21, 2015
    [Customer] What’s the Difference Between Buyer, Customer, and User Personas?
    In the world of business-to-business marketing in 2015, personas have become synonymous with strategies used to help companies focus its efforts on targeted groups of customers. Customer personas have solved their initial problem by choosing your solution. The objective for both customer and user personas is to create higher loyalty and retention, as well as increase account value through renewals, cross and up sell. At its very basic level, a “persona” is a character.
  • 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.
  • 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
  • B2B LEAD GENERATION BLOG  |  SUNDAY, OCTOBER 21, 2012
    [Customer] Ideal Customer Profiles: 5 steps to ensure your lead generation stays on target
    Through developing an Ideal Customer Profile (ICP) and updating it at least every six months. Here are the steps to developing an ICP: Identify your five best customers. Identify your five worst customers. Analyze what they have in common: Your worst customers should look completely different than your best. An ICP created through thorough customer data analysis reveals the unvarnished truth. Tweet Joe is newly single.
  • 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  |  TUESDAY, FEBRUARY 23, 2016
    [Customer] New research explodes the status quo of customer service
    In this latest edition you’ll hear about two new apps to help you create content, a list of the worst apps in the world (including the Death Simulator), and some radical new insights into customer service best practices. Radical insights into customer service. Tom Webster led an Edison Research team to discover the truth of customer service on the web today. The vast implications of customer expectations for response speed. Radical insights into customer service.
  • MODERN MARKETING  |  MONDAY, NOVEMBER 30, 2015
    [Customer] 3 Customer Metrics That Will Improve Your Email Marketing
    This is a good starting point, but there are many other types of data that will give you a greater insight into your customers, which will help you market to them more efficiently and effectively. This post will take a look at the top three characteristics that will give you a well-rounded view of who your customers really are, and offer some tips for how to use this data in your email marketing.
  • SALES INTELLIGENCE VIEW  |  TUESDAY, AUGUST 18, 2015
    [Customer] Customer Spotlight: Fliptop
    We love sharing how our customers are using InsideView! […]. Customer Success insideview customer insideview customer quotes insideview customer reviews insideview customer story insideview customer success insideview fliptop
  • MODERN MARKETING  |  FRIDAY, APRIL 6, 2012
    [Customer] 5 Crimes of Customer Care
    by Peter Armaly | Tweet this It’s not corporate espionage, but the way some businesses treat their customers can seem downright criminal. In the age of the Internet, customer support should be everyone’s concern. Consider this: At any given moment a significant percentage of a corporation’s current and future revenue is exposed to the interactions customers and prospects have with a company’s frontline employees. Good support organizations own the customer’s reported problem.
  • ACT-ON  |  MONDAY, JANUARY 25, 2016
    [Customer] Good, No, GREAT Things Come in Threes: Build a Winning Trio for Customer Success
    Integrate those two and you are moving in the right direction, but add the customer success team into the mix too, and you’ve unleashed the ability to unify communication and engagement across all phases of the customer lifecycle, creating a winning team trifecta. Over the past decade or so, it’s undeniable that there has been a radical shift in the relationship between businesses and their customers. Gone are the Days of “One and Done” Customer Lifecycle Marketing.
  • BIZNOLOGY  |  WEDNESDAY, MARCH 15, 2017
    [Customer] Is your brand making maximizing interest from potential customers?
    Engaging customers long before a sale, and even longer after it, are keys to building brand confidence and growing your revenue. At each of the four stages of a sales funnel your goal is to be front of mind, engage, provide value, and move the customer to the next stage. Do you have a presence in all the places potential customers may try to find you? This is where personalized customer journeys come into play. Develop customer personas.
  • B2B MARKETING INSIDER  |  MONDAY, FEBRUARY 17, 2014
    [Customer] The Secret To A Better Customer Experience
    Personalization brings up a whole host of issues like Big Data, Privacy concerns, real-time analytics,and more, but ultimately the goal must be to improve customer experience without being creepy. So while you may be receiving fewer “Dear Sir / Madam” emails, the technology exists to create a digital profile of every user to your website and to deliver improved customer experiences personalized to their unique wants and needs.
  • WRITING ON THE WEB  |  WEDNESDAY, MARCH 21, 2012
    [Customer] Online Persuasion: Seeing Through the Eyes of Customers
    There was a picture of a pair of glasses lying on a bench with this caption: Don’t you wish you could see through your customers’ glasses? Related posts: Online Persuasion: Seeing Through the Eyes of Your Customers. There’s an important shift in content marketing tactics that affects professionals who want to get found, get known and get clients online. And that shift means a different mindset. Not too long ago I came across a great blog post.
  • 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.
  • CUSTOMER EXPERIENCE MATRIX   |  TUESDAY, MARCH 29, 2016
    [Customer] Hive9 Marketing Performance Management Includes Customer Journey Optimization
    Sending messages distinguishes journey orchestration engines from “pure” Customer Data Platforms, which assemble data but don’t make decisions about customer treatments. Some not-so-pure CDPs do combine the data assembly and decisioning, but they don’t use a system-assembled customer journey as the framework for message selection. That’s quite different from pre-defining an ideal customer journey and trying to force customers to follow it.
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, MARCH 13, 2013
    [Customer] 3 Reasons Online Customers Never Return
    But when it comes to a decline in return customers, blaming a lack of customer loyalty on the competition is the easy way out. And from there, put a plan in place for increasing customer loyalty. There are many reasons customers will only buy from a site once. Consumers now expect the same look and feel across web, mobile and tablet-specific apps or sites, yet each platform has its own unique capabilities—and opportunities to learn more about your customers.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  WEDNESDAY, DECEMBER 2, 2015
    [Customer] How a tweet from Shutterstock’s CEO changed the way I think about customer service
    But when these superb customer service moments happen to you, they do have an impact. Conclusion: When a CEO of one of the biggest stock image sites has the time to tweet-reply and tell an overseas department to personally call me, then I should have all the time in the world to treat my customers the same way. Have you experienced a customer service moment that changed the way you felt about your own business? by Mars Dorian, {grow} Contributing Columnist.
  • MODERN MARKETING  |  MONDAY, MAY 1, 2017
    [Customer] How Brands Are Using Social Media As A Customer Service Tool
    If you’re not currently using social media channels as a customer service tool, you’re missing out on a potentially huge opportunity to build customer loyalty and boost customer engagement with your brand. Here’s a brief look at four basic ways that brands are using social media as a customer service tool. #1: 1: Direct one-on-one engagement with customers. Using social media as a customer service tool requires a mindset change.
  • MODERN MARKETING  |  THURSDAY, OCTOBER 24, 2013
    [Customer] Customer Obsession at the Core of Oracle Eloqua’s New Multichannel Marketing Enhancements
    by Eloqua | Tweet this Is your organization customer obsessed? Earlier this year, we introduced the 5 Tenets of Modern Marketing to support customer-obsessed culture by targeting the right buyers, meaningfully engaging with them, converting them to revenue, analyze to learn effectiveness, and leverage the foundation of technology to enable the entire enterprise. To manage multichannel relationships, it’s imperative to understand our customers, and what they are passionate about.
  • ACT-ON  |  FRIDAY, JANUARY 20, 2017
    [Customer] Rethinking the Role of Marketing in B2B Customer Engagement
    Customer engagement is a cycle that starts the instant a prospect first finds out about your brand and continues on through the acquisition, conversion, retention, and expansion stages of the customer lifecycle. Optimizing this cycle helps you to maximize the revenue you’ll receive from each individual customer. Expand : Retaining profitable customers, repeat purchases, loyalty – Owned by customer success, up-selling, cross-selling, loyalty – Owned by sales.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  MONDAY, FEBRUARY 27, 2012
    [Customer] Are you on your customer’s A-List?
    Hopefully you answered your customers, prospects, and employees. Would you ever want your customers to say or think you are no longer on their A-List? So what does it take for you to make your customers’ A-List and what are you going to do to stay there? Communty-building customer acquisition time management social media strategy social media time managementBy Contributing {grow} Columnist “Social Steve” Goldner. Good Golly Miss Molly. I’ve been busy.
  • AVITAGE  |  MONDAY, AUGUST 3, 2015
    [Customer] Create Customer Content in Multiple Languages
    The requirement to deliver customer content in multiple languages is further evidence of how new realities are introducing new requirements that demand new approaches. The post Create Customer Content in Multiple Languages appeared first on Avitage. Content Operations Tips & Techniques customer content strategy global content strategy
  • CRIMSON MARKETING  |  TUESDAY, JULY 30, 2013
    [Customer] Creating a Clear Customer Message
    A true connection between the customer and company can be easily lost if your customers have a bad experience, you launch the wrong product, or you misdirect an ad placement, among other things. You can avoid this “missed connection” by conveying a clear concise company message through your employees and marketing campaigns to reach your customers. The main goal of your messaging strategy is to determine customer needs and solve their pain points.
  • VERTICAL RESPONSE  |  THURSDAY, MARCH 19, 2015
    [Customer] 4 Ways to Retain Customers and Keep Them Coming Back
    It’s a common fact that it costs more to acquire a new customer than retain an existing one. That’s why treating your customers right after they buy is just as important as it is before they buy. One of the easiest ways to grow your business is to keep your existing customers coming back. Let’s take a look at the customer retention math: Company A has 1,000 customers and retains 90% of them year over year. Get Customer Feedback.
  • B2B MARKETING INSIDER  |  WEDNESDAY, NOVEMBER 2, 2016
    [Customer] Challenger Customer Implications for B2B Sales Professionals
    Most sales executives I’ve asked about their view on CEB’s book Challenger Customer have completely missed the value for their sales program. “Oh In our view, Challenger Customer is a must read for sales leaders who are trying to execute a “value selling” […]. The post Challenger Customer Implications for B2B Sales Professionals appeared first on Marketing Insider Group.
  • AVITAGE  |  THURSDAY, FEBRUARY 28, 2013
    [Customer] Continuously Acquire Customer Stories, Insights, and Ideas
    If content is the fuel for inbound marketing then customer stories or insights are the active performance enhancing ingredients. Well-developed messages targeted to address key buyer questions are better understood when contextualized with customer stories. This is particularly important with innovative products that buyers don’t have any experience buying. Capturing customer stories or insights can be a challenge for content marketers.
  • B2B MARKETING INSIDER  |  TUESDAY, OCTOBER 18, 2016
    [Customer] How Well Do You Know Your Customers? 4 Tips to Help You Boost Your Marketing Effectiveness
    Businesses spend a great deal of money and effort reaching out to potential customers. The post How Well Do You Know Your Customers? Marketing Strategy customer marketing effectiveness marketingThey post status updates on social media, set up YouTube channels, and pay for local advertising, all with the hope that their message will convince people to buy what they’re offering. But if brands are blindly throwing marketing messages out, they’ll […].
  • B2B MARKETING INSIDER  |  MONDAY, JUNE 19, 2017
    [Customer] Customer Segmentation Basics Explained
    We all want to get to know our customers better. If we could wave magic wands and have customers walking directly into customized products and services tailored with them specifically in mind, we would. To understand our customers better, we need systems in place […]. The post Customer Segmentation Basics Explained appeared first on Marketing Insider Group.
  • 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.
  • BUZZ MARKETING FOR TECHNOLOGY  |  FRIDAY, OCTOBER 25, 2013
    [Customer] Can CMOs Master The Customer Experience For Hispanic Shoppers?
    Just as brick-and-mortar retailers have recognized the growing purchasing power, shopping preferences and influence of this vigorous and fast-growing demographic, online marketers too are beginning to see the value of personalizing and customizing every customer experience to better serve their individual needs. To put that in simple terms, customers don’t think in channels; they think about the experience as a whole.
  • TYPE A COMMUNICATIONS  |  WEDNESDAY, MARCH 2, 2016
    [Customer] Why Content Marketing IS Your Customer Experience
    It certainly is with customer experience. B2B Marketing Customer Experience Colorado Epic Mix ski Vail ResortsMarch 1, 2016 Is it true that the sum of all parts is greater than the pieces? And with content marketing. How a brand. read more.
  • MODERN MARKETING  |  WEDNESDAY, AUGUST 17, 2016
    [Customer] How to Orchestrate and Personalize the Entire Customer Experience
    Customer experience (CX) is, and always should be, a top priority for marketers - all marketers, be they B2B or B2C. As Forrester puts it "it’s the age of the customer, and transforming the customer experience (Cx) is one of five critical market imperatives that companies need to shift toward customer obsession." " Well the customer experience is broken because the marketer experience is broken.
  • VIDYARD  |  FRIDAY, JANUARY 13, 2017
    [Customer] How to Create Powerful Customer Testimonials Using Video
    Smart companies create customer testimonials. So their potential customers can hear from (and relate to) people just like them. Customer testimonials can do a fair bit of the legwork of a marketing and a sales team, helping to convince leads and move them further through the funnel and closer to a closed deal. But these days, customer testimonials need to be better, more engaging, more interesting than they ever have been before. Your customers are busy.
  • MODERN B2B MARKETING  |  THURSDAY, NOVEMBER 10, 2016
    [Customer] The Evolution of the Customer Lifecycle
    Author: Sachin Kalra As a marketer, you might have heard about the customer lifecycle in one form or another. At Marketo, we’ve seen many versions of the customer lifecycle model, each with their unique stages, and have even gone through a few iterations of our own. What we’ve come to realize is that even though marketing has evolved significantly over time, the customer lifecycle model hasn’t evolved to reflect the same changes.
  • B2B MARKETING INSIDER  |  THURSDAY, JANUARY 7, 2016
    [Customer] 10 Ways To Turn Visitors Into Customers
    To make money, you’ve got to convert at least some of those visitors and turn them into customers. The post 10 Ways To Turn Visitors Into Customers appeared first on Marketing Insider Group. Watching the number of visitors to your site grow is pretty awesome – who wouldn’t want to see results like this? But, visits alone do not equate to a successful business. Thankfully, there’s plenty that you can […].
  • PAUL GILLIN  |  THURSDAY, JANUARY 24, 2013
    [Customer] Attack of the Customers Press Release
    New Book Explores Recent Epidemic Of Online Customer Assaults on Businesses. ‘Attack of the Customers’ Helps Marketers and Business Owners Manage and Prevent Reputation Threats Carried on Blogs and Social Networks. Customers are taking their complaints about companies and products to the Internet in record numbers, and a new book tells what is driving this trend and how businesses can avoid being victims of customer attacks.
  • MODERN MARKETING  |  TUESDAY, DECEMBER 22, 2015
    [Customer] Should the CMO Oversee the Whole Customer Experience?
    The opening of the Executive Summary from the aptly-titled research report Should the Chief Marketing Officer Oversee the Whole Customer Experience? says it all: " The shift to digital marketing, electronic commerce, and social media and mobile interactions continues to bring a massive transformation to how brands and organizations engage prospects and customers." CEOs and board members who do not understand the importance of customer experience.
  • MODERN MARKETING  |  THURSDAY, OCTOBER 15, 2015
    [Customer] Why is Mobile at the Heart of the Customer Journey?
    It’s a way of life, and it’s at the heart of the customer journey. Think about how this translates to the customer journey. It’s used in the early stages of the customer journey. Give prospects and customers the information they want, when they want it. Today we don’t “go online” anymore because we live online. We check our emails while standing in line. We get directions while driving. We quickly consult Google to settle arguments.
  • BIZIBLE  |  MONDAY, FEBRUARY 15, 2016
    [Customer] How to Use B2B Referral Marketing to Gain New Customers
    The key to success for your business is attracting new customers, while maintaining your existing B2B clients. If you want to manage a smart business, you must be able to grow your customer base. Many companies attract customers at events or by using top-of-the-funnel campaigns, but one of the most unique ways that people don’t tend to use, is attracting new customers through your existing customers. They’ve been active customers.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  TUESDAY, JULY 16, 2013
    [Customer] 5 ways to use social media in sales even if your customer isn’t on Facebook
    When I talk to B2B sales teams, one of the biggest concerns I hear is: “but my customer isn’t on Twitter.” ” Of course you need to use common sense and spend time on the selling activities that will bring you the most return, but here are five ways to build a personal selling advantage for your team, even if your customers are not social savvy! If you believe your customers aren’t on social media today, they’re coming.
  • B2B MARKETING INSIDER  |  WEDNESDAY, JULY 29, 2015
    [Customer] 5 Signs You Don’t Know Your B2B Customer
    Here are 5 warning signs you maybe don’t know your B2B customer as well as you should. Is your team relying on information about customers that was created before you had an iPhone (7 years ago)? In a great post about empathy in marketing, he writes: “In the modern marketing world where content has become the dominant way we communicate, empathy serves as a foundation to stand above the overdosing flood of information experienced by customers and buyers.
  • I-SCOOP  |  SUNDAY, JUNE 7, 2015
    [Customer] Jeanne Bliss: how to build your customer-driven growth engine
    In 2006 Jeanne Bliss published “Chief Customer Officer: Getting Past Lip Service to Passionate Action“ Since then she has been helping leadership teams and CCOs (Chief Customer Officers) to find their united voice and become customer leaders. As each business (and each market, customer, context, leader, etc.) Customer experience Customer loyalty Customer service Leadership Opinion CCO Chief Customer Officer Chief Customer Officer 2.0
  • MODERN MARKETING  |  TUESDAY, DECEMBER 6, 2016
    [Customer] 3 Ways to Connect Video Advertising to the Customer Journey
    There’s more opportunity than ever to create engaging journeys that provide value to your customers. Based on our experience working with data-driven marketers, we’ve observed strong trends towards video personalization and increasing demand to integrate video marketing into the customer journey. Connecting video advertising to a marketing stack will ensure that all channels are driving maximum impact and creating a synchronized, personalized journey for each customer.
  • I-SCOOP  |  MONDAY, FEBRUARY 9, 2015
    [Customer] Psychology and marketing: respecting and failing the customer
    As organizations focus more on customer service, the customer experience and, well, anything that’s customer-related, there’s also an increasing attention for the psychological dimension of business (workers) and customers. Indeed, we have finally discovered that customers are human beings and that the customer experience, just like anything that touches us, is predominantly a matter of […].
  • MODERN MARKETING  |  TUESDAY, OCTOBER 25, 2016
    [Customer] What Plato Can Teach CMOs About Customer Experience
    Customer Experience (CX) continues to be a top priority for major brands. In a report published by Accenture (“Digital Transformation in the Age of the Customer”), “improving customer experience” was listed as a top priority for the companies surveyed. Download Should the Chief Marketing Officer Oversee the Whole Customer Experience?
  • SALESFUSION  |  MONDAY, MARCH 21, 2016
    [Customer] 5 Ways to Improve Customer Retention with Marketing Automation Tools
    Did you know that it’s seven times more expensive to acquire a new customer than it is to retain an existing one? How about that a 10% increase in customer retention yields a 30% rise in the value of your company? Grow Your Business From Within By Improving Customer Retention. As the statistics above demonstrate, improving customer retention is one of the most powerful ways to grow your business. Retaining Customers Requires Strengthening Relationships.
  • HUBSPOT  |  MONDAY, JUNE 30, 2014
    [Customer] How Much Are Your Customers Worth? [Infographic]
    It''s the estimated revenue that a customer will generate during the entire span of their relationship with your company. It takes into account not only the initial purchase, but also how much a customer is likely to spend in the future as they purchase more products and services from you. Segment Your Customers. Delight Your Customers. As the infographic explains, research has found that a mere 5% increase in customer retention can increase profits by 25% to 95%.
  • BIZNOLOGY  |  THURSDAY, APRIL 20, 2017
    [Customer] How to use customer data to develop marketing insights
    Collecting customer data and analyzing it to gain customer experience insights is something only big businesses do, right? In fact, small businesses can and should collect valuable customer information, just like big businesses. A small business can gain insight into customer behavior and buying preferences which can improve marketing communication. Before we start, you may be wondering if collecting customer data is in any way illegal.
  • VERTICAL RESPONSE  |  FRIDAY, JULY 10, 2015
    [Customer] Reignite the Fire with Inactive Customers
    Whether you’re completing a brand overhaul or launching a new product , you should always have a reactivation email campaign working to win back old customers and keep them engaged. As John Russell, President of Harley-Davidson, once said: ‘The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing.’ Customers with an ‘inactive’ status could be nonresponders , non-clickers, or non-purchasers.
  • CRIMSON MARKETING  |  MONDAY, JUNE 17, 2013
    [Customer] 3 Lessons to Improve Customer Loyalty
    What you must understand is: “ Cleaning up and communicating the brand promise is an important job, but taking true ownership of the brand promise is about bridging the gap between customer expectations and the actual customer experience.” The lesson here is: “ Given how long it takes to realign the supply side, the goal should be to exceed, not meet customer expectations. True customer advocacy requires an outside-in view.
  • REACHFORCE  |  FRIDAY, AUGUST 21, 2015
    [Customer] What Can Customer Segmentation Do for Your Big Data Marketing?
    Customer segmentation is the act of dividing your customer base into segments based on the shared qualities of groups of your customers. For the B2B marketer, this looks different than a customer profile, because you are grouping customers based on what the companies look like (firmographics) instead of what a consumer looks like (demographics, psychographics, […].
  • TONY ZAMBITO  |  SUNDAY, FEBRUARY 28, 2016
    [Customer] Is B2B Content Engagement Heading In The Wrong Direction?
    For example, in one organization I helped recently, they perceived there were 7 stages for a generalized buyer’s journey of their target customers. Increasing Content Engagement Through Customer Understanding. There are 3 measures an organization can take to transform their content and customer engagement. To truly transform and get content engagement heading in the right direction requires us to achieve a deeper understanding of the customer. by Juan Pablo Bravo.
  • MODERN MARKETING  |  MONDAY, JANUARY 16, 2017
    [Customer] Does Your Martech Stack Add Up to a Good Customer Experience?
    The customer journey is an increasingly complex beast. Your prospects and customers are interacting and engaging with you over a whole series of different channels and touchpoints. In the face of all this choice, marketers can sometimes lose sight of the crucial principle - the customer experience. Why does your martech stack need to deliver a good customer experience? Customers today demand an integrated and seamless experience across all the channels they use.
  • LEADERSHIP  |  TUESDAY, JULY 9, 2013
    [Customer] Increasing Customer Engagement …Do You Matter to Your Prospects and Customers?
    He explains competitive advantage as a situation where you win as a marketer because your customers choose you. Your ideal customer, he says, wants you as a marketer to remember these 4 key points: Matter to me: Not matter to you or to the next guy, but matter to me. So we have studies that tell us “ Customer engagement is the top concern keeping CMOs up at night” (new study by executive recruiting company Korn/Ferry International mentioned in B2B Magazine ).
  • AVITAGE  |  WEDNESDAY, MARCH 26, 2014
    [Customer] Customer Facing Content as a Conversation
    Start with the Conversation Thinking about customer facing content as a conversation is a helpful starting point. It will help you determine what content to build (topics and […] The post Customer Facing Content as a Conversation appeared first on Avitage. The Four Cs of Content Marketing I’ve written about content as more, and different than, format.
  • B2B MARKETING INSIDER  |  THURSDAY, JANUARY 9, 2014
    [Customer] Is Context The Future Of Customer Experience?
    We recently launched an e-book on slideshare covering The Future of Customer Experience. Here, I often talk about the need for customer-centricity in marketing and the cultural challenges inside businesses to put customers first. In this interview, we asked: What is the most extreme future you can envision for the future of customer experience? How do you balance the need for a better customer experience with the return on that investment?
  • MODERN MARKETING  |  MONDAY, AUGUST 22, 2016
    [Customer] Data-Driven Marketing Tactics: 3 Technologies Optimizing Customer Experience
    At its core strategic function, Data Management unites marketing and advertising technologies to ensure an excellent customer experience that drives better results. It allows for shared insights between typically disparate systems to inform better modeling practices and identify actionable insights about customers. Customer journey analytics. This makes individual customer journey events more actionable by targeting in real time based on individual experiences.
  • VERTICAL RESPONSE  |  FRIDAY, MAY 1, 2015
    [Customer] 5 Customer Appreciation Emails Retailers Should Send
    In business, it’s all about customer retention. According to Gartner Group , 80 percent of your future revenue will likely come from just 20 percent of your existing customers. So, how do you keep your existing customers coming back for more? Try sending customer appreciation emails. A variety of genuine customer appreciation emails can help you thank customers for being part of your success. Email Marketing customer appreciation email marketing
  • VERTICAL RESPONSE  |  MONDAY, JUNE 25, 2012
    [Customer] Are Your Employees Waving Away Customers?
    Turns out I had arrived three minutes after closing time and the person who was manning the store was still behind the register with a customer. How do you make sure your employees aren’t waving off customers and potential sales? Here’s a story I love to share: Since VerticalResponse is an online email marketing software company, there’s not really a reason for customers to physically visit us. The post Are Your Employees Waving Away Customers?
  • THE B2B RESEARCH BLOG  |  FRIDAY, SEPTEMBER 27, 2013
    [Customer] A blueprint for customer service excellence
    But for many B2B businesses it’s simply not commercially viable to individually account manage each customer. This means that when issues arise, customers need to be directed to ‘mass service’ channels – usually a contact centre. I’ve recently spent a lot of time with Vodafone exploring what great customer service looks like. It minimises the effort the customer needs to put in. It provides a one-touch resolution – customers aren’t passed from pillar to post.
  • MODERN B2B MARKETING  |  WEDNESDAY, AUGUST 5, 2015
    [Customer] The Customer Is King: 5 Inspirational Quotes from Customer-Centric Leaders
    And just around the corner is social media, which provides an uncensored soapbox where customers can voice their dissatisfaction to legions of friends and followers. Companies that get online customers on their side see soaring profits, while the others get crushed under a seething mass of keyboard-smashing, multi-exclamation-point-wielding rage. There are so many new ways to serve customers. Customer needs are the guide to your decision-making.
  • REACHFORCE  |  MONDAY, MARCH 9, 2015
    [Customer] Always Connected B2B Customers: Meeting Their Expectations
    What are today’s customers like? The “always connected” customer typically has three connected devices. The always connected customer […]. For one thing, they take far more control of their buying experience, and they do it largely through mobile devices. He or she reads reviews, checks on product specifications, and may watch videos of products in action. B2B Marketing Ideas B2B personas marketing insight
  • MODERN MARKETING  |  WEDNESDAY, NOVEMBER 16, 2016
    [Customer] Understand Customers and Their Lifecycle with Marketing Automation
    Marketing automation can power your email campaigns, but the more you understand you customers and their customer lifecycle, the harder marketing automation can work for you. Your customer is not a form field. The most fundamental change in the marketing landscape over the last few years is that the customer isn’t a profile or a demographic or a target audience anymore. Perhaps your customer uses Twitter daily, but rarely uses Facebook.
  • MODERN B2B MARKETING  |  WEDNESDAY, JULY 12, 2017
    [Customer] Customer Communities: The Engagement Economy’s Best Kept Secret
    In a time when our customers hold the power, when they don’t want to be marketed to, and when they want to be engaged with in a personal and authentic way , if you have a customer community, you already have an incredibly powerful tool at your fingertips with which to engage customers. And when you think about it, a customer community is the perfect place to do all three, let’s take a look at why: Step 1: Listen. You’ve listened to your customers.
  • TONY ZAMBITO  |  MONDAY, MARCH 6, 2017
    [Customer] New Buyer Insights Needed To Unlock Growth In An Era Of B2B Digital Transformation
    In a recent survey by PwC of CEOs, as well as, recent studies by KPMG and IBM, finds that over three-quarters of CEO’s surveyed (over 1300 by PwC) are concerned about the lack of insights about customers, buyers, and markets. Illustration entitled Insight by Yu Luck. The digitization of the global business economy has been taking place at an unprecedented rate. Consider this.
  • VIDYARD  |  FRIDAY, JANUARY 29, 2016
    [Customer] 8 Ways to Use Video for Customer Success, Education, and Advocacy
    And more importantly (no offence), your customers. If you want to build a customer base that’s learning, growing, getting the most out of your product or service, and loving you while they do it, video is the way to go! Let’s take a look at eight ways to use video to support your customer relationships: 1. In other words, the lifetime value of a well onboarded customer skyrockets far beyond the opposite. It’s sole purpose is to help customers self-serve.
  • VIEWPOINT  |  WEDNESDAY, APRIL 24, 2013
    [Customer] PowerViews with Jim Dickie: Customer-centric is Key
    Jim is Managing Partner at CSO Insights, a research firm that specializes in benchmarking how companies are leveraging people, process, and technology to optimize the way they market to, sell to, and service customers. Companies must analyze customers'' behavior as well as background to determine what types of customers are more likely to buy their products or purchase their service. Companies need to be more customer- and solution-centric.
  • MODERN MARKETING  |  TUESDAY, DECEMBER 13, 2016
    [Customer] Why CMOs Need To Put Their Customers First
    The headline in question is followed by the subhead via this link : Study Reveals Customer Satisfaction Expands Dramatically When Companies Place Consumer Needs Ahead of Immediate Business and Marketing Goals. Customers are 269% more likely to be satisfied when they view a company's marketing as putting their needs ahead of its business goals, according to MarketingSherpa survey of U.S. Of course satisfaction goes up when you put the needs of your customers ahead of your own.
  • B2B MARKETING INSIDER  |  WEDNESDAY, JUNE 21, 2017
    [Customer] Why Customer Experience Matters to Your Business
    Customers can now make educated choices between competing brands, as information is literally at the tips of their fingers. As a result, customers have higher expectations of […]. The post Why Customer Experience Matters to Your Business appeared first on Marketing Insider Group. Recent developments in technology are empowering consumers like never before.
  • VERTICAL RESPONSE  |  THURSDAY, JUNE 25, 2015
    [Customer] 4 Twitter Tools that Help You With Customer Service
    Twitter has fundamentally changed the way that customer service interactions take place. As a business owner, you might find yourself in a negative customer-tweet situation at some point. Although daunting, with the correct monitoring tools, you can stop the criticism and respond to your customers in a timely manner. Here are four interactive tools you can use for customer service purposes on Twitter : Twazzup. Let’s say a customer left you a review via Twitter.
  • BIZNOLOGY  |  FRIDAY, MARCH 22, 2013
    [Customer] Online and Offline Marketing Combine for Customer Engagement
    Your customers hang out online but they didn’t turn into robots, so the offline part of your interactions is a must. You gather ideas and pictures from offline events, and you can come up with any article that is valuable for your target audience and attracts more customers to your business. Many comments from your potential customers are guaranteed. Reached 100,000 customers this month? Not all of your customers are experienced with e-mails or contact forms.
  • KAON  |  THURSDAY, MARCH 24, 2016
    [Customer] How To: Build loyalty through customer engagement
    Gavin Finn, President and CEO, Kaon Interactive , presents three ways to better engage your customers. As B2B customers’ purchasing choices have expanded, their expectations have increased, and brand loyalty has sharply declined. Connecting with customers is no longer about the product, nor is it sufficient to rely on a sales relationship or the company’s marketing communications and messaging. Here are three ways to engage your customers better: 1.
  • MARKETRI  |  THURSDAY, FEBRUARY 16, 2012
    [Customer] Are You Listening to the Voice of the Customer?
    Why Customer Insight is King in B2B Marketing. The starting point for almost all B2B marketing initiatives involves gaining insight about the customer through surveys. Regardless of whether I am doing a marketing plan, positioning study, advertisement, video, Web site or brochure, I begin the process by gaining a clear understanding of the needs, views and preferences of my clients’ target customers. How long have you been a customer?
  • TYPE A COMMUNICATIONS  |  TUESDAY, JULY 14, 2015
    [Customer] The Battle for Customer Attention Starts With Company Culture
    July 14, 2015 by Michael Brenner Many people believe that marketing is just advertising or selling. But, in reality, marketing is actually a conversation that you the entrepreneur start by. read more
  • 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.
  • KOMARKETING ASSOCIATES  |  THURSDAY, MAY 1, 2014
    [Customer] DMFB Preview: Building Your Online Brand Through Customers
    While I’ve presented on a number of topics ranging from link building to WordPress to content marketing, I’m really excited about the topic for this show, “ Building Your Online Brand Through Customers.” I’m a big believer that existing customers are one of the best (and most overlooked) assets of marketing and can play a major role in a company’s brand, especially online. So how can companies get their customers to recommend them?
  • VERTICAL RESPONSE  |  WEDNESDAY, MAY 27, 2015
    [Customer] 4 Uncommon Ways to Help New Customers Discover Your Business
    A growing customer base is critical to any thriving business. By doing so, you increase your ability to not only attract your target market but also encourage new customers to convert, and ensure you retain them. In a challenging and oversaturated marketplace, this presents businesses of any size willing to take a risk and think unconventionally with a prime opportunity to draw in new customers. Here are four uncommon ways to help new customers discover your business: 1.
  • SALESFUSION  |  THURSDAY, MARCH 12, 2015
    [Customer] Customer Spotlight: TRC Consultants
    The post Customer Spotlight: TRC Consultants appeared first on Salesfusion. Marketing Automation B2B Marketing
  • B2B MARKETING INSIDER  |  TUESDAY, NOVEMBER 29, 2016
    [Customer] 4 Steps To Building A Data-Driven Customer Experience
    The post 4 Steps To Building A Data-Driven Customer Experience appeared first on Marketing Insider Group. We need to talk about data. What was once a seemingly abstract concept used only in science fiction movies and software development textbooks has now become a sort of secondary currency in the world of business. Data is a valuable resource that all organizations must tap into. In effect, a company is a little data […].
  • TYPE A COMMUNICATIONS  |  TUESDAY, NOVEMBER 15, 2016
    [Customer] Know Your Customers “Job to be Done”
    Customer Experience Carla Johnson Clayton Christensen Digital Customer Experience Harvard Business Review Marketing Myopia Theodore Levitt Type A CommunicationsNovember 15, 2016 by Carla Johnson I was talking to the CMO of a $7 billion technology company this week about his secret to success. In just two short years, read more.
  • VERTICAL RESPONSE  |  THURSDAY, DECEMBER 19, 2013
    [Customer] How to Feature Your Customers on Social Media
    If you’re simply using social media to send out an occasional post or tweet, you could be missing out: social channels are a great way to interact with customers because they’re already using Twitter, Facebook and other platforms to interact with friends and family. One way to boost that engagement is to feature your customers via social media, but doing so the right way requires a little discretion and a dose of creativity. Share customer pics and quotes.
  • BIZNOLOGY  |  FRIDAY, MARCH 24, 2017
    [Customer] Meet the king, the queen, and the crown jewels: content, customer experience, and data
    Customer experience is queen. Let’s consider a representative customer for a moment. What do your customers share on social? Most customers know more about your products and services than your employees do. And your content usually represents the first touchpoint in your customer’s experience of your brand. Customer experience is queen. Now, if content is king, customer experience—her entire experience—is the queen. Customer experience is queen.
  • CONTENT STANDARD  |  FRIDAY, JANUARY 13, 2017
    [Customer] Do You Respect Your Customers? Cultivating Customer Loyalty in 2017
    It’s one of only few brands that have earned customer loyalty from me, thanks to dozens of positive interactions with the company online and in person. As it happens, REI is the number-one brand for making customers feel respected, according to research reported in the Harvard Business Review. According to the research, respect—the idea that customer’s feel respected by a brand— is an underappreciated driver of loyalty. Content Strategy and Customer Experience.
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