13 Customer Loyalty Best Practices for B2B Companies
NOVEMBER 29, 2016
Marketers are often laser-focused on one thing: Get new customers. It ends up being such a focus that any other part of the customer lifecycle gets second-shrift. This can cause a bit of tension, as most of us know keeping customers is nearly as important as getting them in the first place. And then there’s the quotes and statistics about the benefits of customer loyalty , aka customer retention. How many of your customers buy from you more than once?
The Relationship Between Customer Engagement, Loyalty And Revenue
OCTOBER 11, 2015
Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm.
New Forrester Research: B2B Should Use B2C Customer Loyalty Principles
APRIL 22, 2015
For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. But B2B marketers are under growing pressure to interact—and deepen relationships—with customers at every stage of the lifecycle, since retaining a customer is more valuable than acquiring a new one. Deepen engagement to lock in loyalty.
The 10 Best Customer Service and Customer Engagement Platforms
APRIL 27, 2017
The emergence and spread of the Industrial Internet of Things (IIoT) has dramatically changed the game for both B2B vendors and customers. But it also means a dramatic leap in customer expectations. Professional customers (i.e., Customer Service Management Tools.
Do You Respect Your Customers? Cultivating Customer Loyalty in 2017
JANUARY 13, 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. When customers feel respect from a brand, it drives sales. But nifty loyalty programs only go so far.
5 Easy Ways to Ignite Your Customer Service
SEPTEMBER 25, 2014
What new things are you doing to make your customers happy? Take some time now to drive value for your customers, and benefit from it all year long. Know your customers. Identify customers who haven’t purchased in six months, and send them an email with a great deal.
How to simultaneously attract new prospects and retain loyal customers
JANUARY 16, 2017
One of the challenges business owners face is attracting new customers while trying to retain current customers. B2B companies tend to focus more resources on attracting new customers than retaining current customers. Understand what really matters to your customer.
Mastering Brand Loyalty: What Subscription Service Companies Do Differently
Modern B2B Marketing
SEPTEMBER 21, 2015
Author: Chris Gillespie We can all learn something from the meteoric rise of personalized subscription services. As a brand and a business, you need brand loyalty, and you only have a few chances to create it. So what are subscription services doing differently (and awesomely!),
New Developments in B2B Loyalty Marketing
NOVEMBER 21, 2012
Business customers tend to be fewer and more valuable—meaning you can’t afford to lose even one. But how do you keep your customers active and buying from you, versus the competition? Dedicated sales teams, some of them even housed on site at the customer’s operation.
How to earn customer loyalty in the age of chat
FEBRUARY 3, 2016
“You’ve just become my favorite airline.” Any business that succeeds in getting a customer to declare love for its brand has just converted an ordinary customer into a loyal customer. A loyal customer, however, is one that will buy from you regardless of price.
7 Ecommerce Segmentation Hacks for Profitable Customer Loyalty
MARCH 9, 2015
While you won’t have those same face-to-face interactions in the online world, you know more about your customers than you think! With the right ecommerce and marketing platforms you have access to advanced customer segmentation that most merchants do not take advantage of.
Don't Have a Customer Loyalty Program? Here's Why They're Valuable [Infographic]
FEBRUARY 17, 2016
The first time a new customer buys something from you, it's an exciting moment. But keeping them as a happy customer -- and turning them into an advocate for your brand -- takes more than just great service on that first sale.
The case for customer reactivation
APRIL 27, 2017
As marketing advances, most professionals are well aware by now of the importance of retention and reactivation in optimizing the value of the customer base. Reactivation marketing applies to all kind of product and services categories, from consumer to business markets.
Five Steps to Increased Brand Loyalty
JULY 26, 2016
One of the biggest challenges facing marketers is retaining customers. Once customers have purchased your product, they need to be approached differently because they do not need to be sold on the product anymore. You build brand loyalty. Connect with your customers regularly.
Retention that Drives Revenue: 5 Tips for Customer Loyalty Programs
SEPTEMBER 26, 2014
Customer loyalty programs are a great way to boost sales and revenue. But they can be even more valuable when it comes to increasing the satisfaction and ensuring the retention of your high-value customers. There are many different types of loyalty programs.
Inside SAP’s Customer Loyalty program
JANUARY 1, 2015
In her role as Customer Experience Director for enterprise software giant SAP’s Customer Office EMEA, Mette is responsible for a customer loyalty program that leaves most other programs far behind in terms of maturity and sophistication. To illustrate the underlying thoughts in SAP’s customer loyalty program, Mette began her talk with a personal story. “I In short, he epitomized the idea of a great customer experience.”.
4 Twitter Tools that Help You With Customer Service
JUNE 25, 2015
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. Let’s say a customer left you a review via Twitter.
11 inspiring case studies of digital transformation
DECEMBER 28, 2016
Digital transformation is profound change in business activities, processes, competencies, and models to fully leverage customers at every touchpoint in the customer experience. AMAZON BUSINESS : Served as an example of ‘digital customer’ expectations transitioning to the B2B world.
7 Customer Loyalty Programs That Actually Add Value
APRIL 3, 2012
it costs a business about 5-10 times more to acquire a new customer than it does to sell to an existing one -- and on average those current customers of yours spend 67% more than a new one. So, what are you doing to keep your customers coming back to your business? If you’re like 65% of marketers, your company has implemented a loyalty program. Companies lose money on time and effort, and customers get no more value from the businesses to which they are "loyal.".
Customer Experience Simplified
OCTOBER 17, 2016
However, as much as we overcomplicate things, there is no overstating the importance of providing the best customer experience possible each time, every time and across all channels. According to Gartner, 89% of all businesses will compete on customer experience this year.
5 Surprising Studies on What People Consider "Good" Customer Service
DECEMBER 16, 2014
In theory, the “tricks” to delivering awesome customer service are pretty straightforward: Empathy. But in practice, delighting customers isn''t so straightforward -- what actually works doesn’t always reflect what most of us would assume. 4) Want loyal customers?
How customer experience supports brand loyalty through relationships
JANUARY 7, 2016
We’ve all heard and read a lot about customer experience recently and how the study of and practice of CE Marketing has become an area of specialization and innovation. One suggestion I’ve often proposed, perhaps before it’s time, is the notion of leveraging events in the customer life cycle.
Customer Lifecycle Metrics, Part 5: Retention and Expansion
FEBRUARY 13, 2017
This is part five in a series of five blog posts that examines the metrics you should measure throughout the five stages of the customer lifecycle: attract , capture , nurture , convert , and expand. Once your prospect converts and becomes a customer, your job as a B2B marketer isn’t done – in fact, the most significant part is just beginning. Top performers are also more likely to personalize campaigns based on their customer preferences.
Customer Loyalty, Your Brand and Revenue – The Perfect Storm
B2B Marketing Traction
JUNE 25, 2014
Now more than ever your customers matter. Since today’s buyers rely on the recommendations of other buyers to decide what product or service to purchase, your customer’s recommendation of your brand means more than it ever did before.
Beanstalk Data Adds Service to the Marketing Automation Recipe
Customer Experience Matrix
OCTOBER 10, 2011
It can also combine the scoring rules with custom database queries to further refine how they trigger system activities. The campaigns can run once, repeat automatically at user-specified intervals, or be triggered by standard events or custom SQL queries. Agency services are extra.
SAS by the Sip: SAS Viya Offers Open APIs to Individual Services in the Cloud
Customer Experience Matrix
APRIL 21, 2016
This provided a steady income stream and focused attention on customer satisfaction to ensure renewals. In recent years, much of the software industry has adopted a subscription model under the label of “Software as a Service” (SaaS). SAS’s growth and financial performance have been just fine despite the new competition, thanks to technical leadership in its core analytical products and pry-it-from-my-cold-dead-hands loyalty of its core customers.
How the Net Promoter Score Helps You Benchmark Customer Loyalty [INFOGRAPHIC]
JANUARY 11, 2013
Just how loyal are your customers? Think about this: A Harvard Business Review study found that 48% of customers who had negative experiences with a company told 10 or more people. Luckily, there's a pretty simple survey method to help you determine how loyal your customers are.
Measuring the Pay-Off for Customer Loyalty
JANUARY 24, 2012
Let me take a minute to inundate you some commonly accepted facts about the impact of customer loyalty or the lack of it on an organization. 98% of the dissatisfied customers never complain, they just leave and 75% of the reasons these customer’s leave has nothing to with the product? Sixty seven percent of customers switch from one company to another because they didn’t feel appreciated? A 5% reduction in customer defections can lead to an 85% boost in profits.
5 Easy (and Affordable) Ways to Show Customer Appreciation
JANUARY 13, 2014
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. Profile a Customer.
Contact center priorities: the dawn of a new age in customer engagement
OCTOBER 18, 2015
Paul Scott is Senior Director, Customer Experience Consulting, at Dimension Data. In this interview Paul weighs in on why and how contact centers need to catch up with the digital reality – or die.
Is your brand making maximizing interest from potential customers?
MARCH 15, 2017
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.
Jeanne Bliss: how to build your customer-driven growth engine
JUNE 7, 2015
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.
Lessons from Financial Services: Cross-Sell to Your Customers Without Pushing Them Away
Modern B2B Marketing
MAY 26, 2016
Millennials are hailed as the most brand loyal generation, and this loyalty frequently stems from interactions that are highly relevant and targeted. Financial services firms in particular recognize the value of effective cross-sell.
The Role of MarTech in Customer Service — The New Marketing
FEBRUARY 16, 2016
This guest post is based on Jay’s new book, Hug Your Haters — illuminating customer service as the new marketing and the role that a new generation of marketing technology plays in its success. Customer service is the new marketing. Customers love this.
10 most inspiring digital marketing stories of 2016
FEBRUARY 3, 2017
Digital marketing is an umbrella term for the marketing of products or services using a digital strategy, technologies and tactics that include search, paid advertising, social media, and many other properties.
4 Emails Your Service-Based Business Should Send
NOVEMBER 24, 2014
Whether you’re a fitness coach, a dentist, run a plumbing company or a computer repair business, as a service-based business, your email marketing needs and desired outcomes may not exactly fit that of a retailer.
Turn Customers into Advocates
SEPTEMBER 5, 2013
That’s why a glowing review of your product or service from a customer to one of their friends can be more effective than any marketing campaign—or serves as a great complement to one. Here are some key strategies that can turn your customers into advocates, both in person and online.