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What Type of Customer Experience Do You Deliver?

VisionEdge

Experience Impacts Loyalty. It consists of various touch points that set the tone for overall customer satisfaction, trust and loyalty. Satisfaction at each of these touch points should be measured and managed because each one influences loyalty–positive sentiment, purchases, references, etc. Customer Experience (CX) is one of the most highly discussed topics in organizations today.

Five Proven Practices for Customer Experience Mapping

VisionEdge

The mapping process should enable you to develop processes and skills designed to deliver an experience that sets your organization apart in the eyes of your customers, hopefully resulting in customer loyalty and becoming advocates for your goods/services. Customers are the most important part of any business, and keeping them happy should be at the top of your list of priorities. If your organization is among those that have created customer experience maps, kudos to you and your team!

3 Attributes to Extend Your CMO Longevity

VisionEdge

Uncategorized accountability alignment CMO customer centricity Marketing marketing accountability marketing alignment Marketing Effectiveness Marketing Performance marketing performance management marketing performance measurement marketing ROI measuring customer loyalty performance management strategic marketing VisionEdge Marketing As 2013 winds down and we prepare to enter 2014, there are bound to be a few changes in the CMO line up.

CMO 36

Managing Marketing Content Across the Customer Life Cycle

VisionEdge

One common definition of customer lifecycle is “the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service.” Whether you use this approach or another, the premise of the customer life cycle is the same: Capture potential and existing customers’ attention, preference, purchase, and loyalty. .

Measuring the Pay-Off for Customer Loyalty

VisionEdge

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. Companies that lead their markets in customer loyalty generate operating margins of 13%, while laggards had margins of just 2%? These are good metrics but what they don’t do is tell us what business outcome they expect their investment in customer loyalty to impact. For example, is the focus of customer loyalty to increase repurchase?

Measures for the C-Suite

VisionEdge

The last variable is loyalty. In his book, Kotler on Marketing (1999), Phil Kotler claimed that, “Marketing has the main responsibility for achieving profitable revenue growth for the company (pg 18).” Kotler suggests that achieving profitable revenue growth is derived from finding, keeping and growing profitable customers.

ROMI 11

Transitioning from Service Provider to Value Generator

VisionEdge

You know you’re a value generator if the work you are producing increases the worth of the organization’s goods/services, or it is focused on initiatives that create better value for customers, leading to appreciating share of wallet or loyalty, or better value for shareholders who want to see their stake appreciate. . Are you one of those superhero marketing organizations?

How to Measure the Two Dimensions that Have the Greatest Impact on Improving Brand Equity

VisionEdge

According to Aaker, brand loyalty adds considerable value to a firm because it provides a set of habitual buyers for a long period of time. Brand loyalty. So while according to BtoB Magazine, brand awareness is the second leading objective of US B2B marketing efforts, if your resources are constrained, your time and money might be better spent on improving and measuring brand loyalty and brand image. Measuring Brand Loyalty.

ROI 6

Measuring the Value of Social Marketing and Media

VisionEdge

For example possible objectives could include increasing customer trial, improving brand advocacy/customer loyalty or increasing share of preference. Hardly a week goes by when you don’t read or hear about social marketing or social media, the terms social marketing and social media are frequently used so it’s probably a good idea to define what we mean by these two terms. Social marketing was “born” as a discipline in the 1970s.

Measuring the Value Social Marketing and Media

VisionEdge

For example possible objectives could include increasing customer trial, improving brand advocacy/customer loyalty or increasing share of preference. Hardly a week goes by when you don’t read or hear about social marketing or social media, the terms social marketing and social media are frequently used so it’s probably a good idea to define what we mean by these two terms. Social marketing was “born” as a discipline in the 1970s.

5 Ways to Create Super-Addictive Loyalty Programs

B2B Marketing Insider

Well, loyalty doesn’t happen overnight. To reach “cult loyalty” status, like Apple’s fanatics, customers must identify with your brand on a deeper level. And one way to achieve that is through well-developed loyalty programs. You want customers to love your brand.

13 Customer Loyalty Best Practices for B2B Companies

Act-On

And then there’s the quotes and statistics about the benefits of customer loyalty , aka customer retention. Because of stats like that (or maybe because of competition, or because of pressure to grow, or simply due to the awareness of all this), B2B loyalty programs are on the rise. There’s more and more examples of them working, and marketers are increasingly prioritizing these loyalty programs. Good loyalty programs are fueled by both emotions and financial rewards.

5 Ways Marketing Automation Builds True Customer Loyalty

B2B Marketing Insider

It seems that somewhere along the way, customer loyalty became a forgotten objective of the marketing strategy. The post 5 Ways Marketing Automation Builds True Customer Loyalty appeared first on Marketing Insider Group.

New Forrester Research: B2B Should Use B2C Customer Loyalty Principles

Influitive b2b

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. That’s why B2B marketers can’t afford to overlook the opportunity to learn from their B2C counterparts, who are experts at driving customer loyalty. And Forrester’s latest research report, B2B Loyalty, The B2C Way , outlines practical ways B2B marketers can apply B2C principles to deepen relationships and engagement. Deepen engagement to lock in loyalty.

The Relationship Between Customer Engagement, Loyalty And Revenue

Influitive b2b

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. However, loyalty can generate revenue on another front: demand gen.

Tips to Improve Customer Loyalty: Necessity is the Mother of Retention

Act-On

Do they know I’m writing a blog post on customer loyalty? Instead, use your marketing automation software to improve customer loyalty. You should still be educating, upselling, and building brand loyalty. Build Brand Loyalty.

New Developments in B2B Loyalty Marketing

Biznology

Let’s look at the traditional approaches to retention marketing in B2B, plus some new developments in loyalty marketing being adopted by B2B marketers today, including social media and gamification. . New developments in loyalty for business markets. Photo credit: Wikipedia.

How To: Build loyalty through customer engagement

Kaon

As B2B customers’ purchasing choices have expanded, their expectations have increased, and brand loyalty has sharply declined. Gavin Finn, President and CEO, Kaon Interactive , presents three ways to better engage your customers.

A Loyalty Program Becomes a Retention Hub

Hubspot

The solution is to use a loyalty program as a hub for your retention marketing tactics. Loyalty as a Retention Hub. Here are a few examples of how a loyalty program can make your retention marketing efforts much easier by centralizing everything in one place.

How to Increase Customer Loyalty through B2B Marketing

B2B Marketing Traction

Now we have more tools to stay in front of our customers, keep them engaged and increase their loyalty. The first step in increasing customer loyalty is to make sure that there is no friction in the customer’s experience with your brand.

Five Steps to Increased Brand Loyalty

KEO Marketing

You build brand loyalty. The key to brand loyalty is to build an emotional attachment to your brand. To help ensure your customers will remember your brand, here are five step s to build brand loyalty: Establish an ongoing relationship.

Do You Respect Your Customers? Cultivating Customer Loyalty in 2017

Content Standard

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. According to the research, respect—the idea that customer’s feel respected by a brand— is an underappreciated driver of loyalty.

Why You Should Be Using Video to Strengthen Employee Engagement and Loyalty

Vidyard

But it’s a challenge to create an engaging environment and build brand loyalty with your employees, so why bother? This honesty helps build trust with your employees, strengthening their emotional connection and loyalty to the company.

What Monopoly Can Teach Marketers About Customer Loyalty and Advocacy

Modern Marketing

Aside from the main themes revolving around mobile and data that are top of mind for every marketer at the moment, one less obvious theme kept coming up: customer loyalty and advocacy.

Retention that Drives Revenue: 5 Tips for Customer Loyalty Programs

Marketing Action

Customer loyalty programs are a great way to boost sales and revenue. According to Forrester Research , loyalty programs today are doing much more than driving more purchases and bigger profits. There are many different types of loyalty programs.

How To Increase Customer Loyalty And Revenue

Modern Marketing

Customer loyalty is a top priority for many brands. Through loyalty programs, brands have found that they can encourage customers to come back on a regular basis, often choosing their brand over other nearby businesses. But how much must a company spend to maintain that loyalty? As the article Closing the Gap Between Revenue and Loyalty Management points out, a brand can give away more than it actually has to at the expense of valuable revenue.

The Psychology of Ecommerce: Why Your Loyalty Program May Not Build Loyalty

Hubspot

Loyalty rewards programs are a staple of retail and ecommerce brands, but what if they’re doing more harm than good? At their most basic, loyalty programs allow customers to accrue points or punch cards until free items or discounts are earned.

3 Lessons to Improve Customer Loyalty

Crimson Marketing

As a marketer, the first thing you understand is that you’re not always operating under measurable value and concrete data. Yes, there are analytics tools to measure metrics and social reach, but it doesn’t always capture the full influence of your messaging.

7 Ecommerce Segmentation Hacks for Profitable Customer Loyalty

Hubspot

Here are 7 segmentation hacks to boost customer loyalty on your site. Use customer segmentation to find your high purchase frequency customers and offer shipping related incentives in exchange for their loyalty. Again, this incentive could be loyalty points, a coupon, or a free gift.

Mastering Brand Loyalty: What Subscription Service Companies Do Differently

Modern B2B Marketing

As a brand and a business, you need brand loyalty, and you only have a few chances to create it. Author: Chris Gillespie We can all learn something from the meteoric rise of personalized subscription services.

Don't Have a Customer Loyalty Program? Here's Why They're Valuable [Infographic]

Hubspot

One great way to garner happy returning customers is through customer loyalty programs. What's the true value of customer loyalty programs, and what are the right and wrong ways to do them? The first time a new customer buys something from you, it's an exciting moment.

A Simple Guide to Building a Successful Loyalty Rewards Program [Infographic]

Hubspot

There's a lot to love about customer loyalty programs, from higher retention rates to the likelihood they'll spread the word about your business with their friends. The key to a successful loyalty program is offering actual value to your customers.

How to earn customer loyalty in the age of chat

Biznology

Customer service is both a logical and excellent place to start your loyalty-building efforts. The post How to earn customer loyalty in the age of chat appeared first on Biznology.

How Boutique Hotels Create Unique Content that Inspires Loyalty

Content Standard

The post How Boutique Hotels Create Unique Content that Inspires Loyalty appeared first on The Content Standard by Skyword. Inimitable, aspirational, reimagined, crafted, cultivated. These are just a few of the adjectives used to describe the boutique hotel experience.

7 Customer Loyalty Programs That Actually Add Value

Hubspot

If you’re like 65% of marketers, your company has implemented a loyalty program. According to the 2011 Colloquy Customer Loyalty Census , of the $48 billion worth of perceived value in reward points and miles distributed by American businesses annually, one-third goes unredeemed by consumers. It’s time for marketers to look beyond convoluted rewards systems and offer actual value to customers using their loyalty program. For them, loyalty happen organically.

Brand Loyalty isn’t Dead – Don’t “Buy” the Hype

Modern B2B Marketing

The Changing Face of Brand Loyalty. Because I had no loyalty to Fitbit or to Jawbone, neither brands carried any special power. But here’s the catch, and what many consumer analysts are missing: brand loyalty still influences purchases in more subtle ways.

Inside SAP’s Customer Loyalty program

Integrated B2B

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 There is a shift from moments to journeys and loyalty matters more than ever.

The 10 Commandments of Successful B2B Customer Retention

Act-On

Customer Marketing customer centric marketing customer expansion customer insight customer loyalty customer marketing customer retention customer value retentionIt’s the age of the customer.

How to Use Content to Build Customer Loyalty and Retention

Crimson Marketing

According to 51% of survey respondents: “customer and prospect engagement and awareness are two of the top objectives for content marketing programs… Customer loyalty, increased leads, increased revenue, and thought leadership are additional program drivers.”

The Art Of Asking For A Customer Reference

Influitive b2b

The scenario: it’s nearing the end of the quarter, and your sales team is within reach of their number. Evaluations are done, sales reps are in closing mode, and all that stands in the way of a killer three months are a few customer references. Panic time? Of course not. Asking for a customer reference.