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Top Articles
Social Media Continues To Increasingly Engage Customers
[2010-03-01] Alterian has conducted its seventh annual survey on online marketing. This year's sample covered 1068 marketing professionals worldwide. It found that 66 percent of respondents will be investing in social media marketing in the next 12 months. Where is the money coming from in an ear of tight budgets? The survey found that 40 percent of those investing in social media marketing said they would be shifting more than a fifth of their traditional direct marketing budget towards funding their social media marketing activities.
Using Customer Feedback To Adjust Your Keywords
[2010-02-15] You probably use many sources to brainstorm your search keywords, but how do you know if your customers are starting to change the way they search for your products? Have you listened to what your customers are saying? Time was that listening to customers demanded expensive focus groups and surveys, but that time has passed. Nowadays, you can listen to social media conversations and analyze them for any number of purposes, including search keywords.
Spend Time To Follow Up With Your Customers
[2010-02-01] Years ago I was struggling with chronic knee problems. So I went to see yet another specialist to figure out why, even after surgery, I kept tearing the same spot in my meniscus.
Building Better Customer Satisfaction Through Measurement
[2010-01-18] Here are several excerpts from an excellent article by Santatu Nandi, an Execitive VP with Firstsource, Measuring Happiness: On the Road to Customer Satisfaction. For much more, checkout the complete source article:
Attracting 'Ready To Buy' Customers With White Papers
[2010-01-04] Finding quality customers during tough times really is achievable! Studies show white papers remain the most effective lead generation tools, bar none. Prospects turn to white papers when making large purchasing decisions. These marketing tools are so powerful that corporations repeatedly pay up to $10,000 to professionals to craft them.
Customers Are Discussing Your Brand, Are You Listening?
[2009-12-14] Tealeaf provides online customer experience management (CEM). Their CEM solutions include both a customer behavior analysis suite and customer service optimization suite.
Customers Are Gaining More Power Over Your Brand Thanks To Social Media
[2009-11-30] One of the most visible effects of the social media revolution is the relative power that is now in the hands of an individual consumer when it comes to spreading a positive or negative experience with your brand to hundreds, thousands, and even millions of people.
Study Shows Customers Want To Build Relationships With People Not Brands
[2009-11-16] Last week, I wrote about a study that was conducted by interactive agency Razorfish that came to the conclusion that maybe people are not so interested in being personally involved with a brand. Maybe, just maybe, people have a little more depth and actually have relationships with people.
Why Businesses Struggle To Get Their Customers
[2009-11-09] At our event in the Bay area last week, Marketo Marketing Director Jon Miller gave a very compelling presentation about how they've put a comprehensive sales and marketing strategy together that not only blows away performance benchmarks in his category, but outstrips what would be considered "Best of Breed" campaigns. At the same event, someone from a huge company asked who were the companies that were "doing it right" in B2B. A panel of very smart B2B marketers looked at each other, struggling to come up with a single name.
Opening Effective Customer Communication Through Twitter
[2009-10-26] One of the most oft-cited examples of how Twitter can open up effective communication channels between the customer service parts of an organization and its customers is the US entertainment and information services provider Comcast and a man known on Twitter as @comcastcares.
Create A Reason For Your Customers To Visit You
[2009-10-12] We like to be entertained. We enjoy storytellers that can transplant us into fantastical realms and take our imaginations on rides that we'd never usually imagine. We like touchpoints. We feel more in tune with those that directly reach out to us and hold our hands; guide us; share their experience and involvement with something, and make us feel that we're the only people that they're talking to at that given time.
Social Media Customer Reviews Can Help Or Hurt Your Brand
[2009-09-28] These days, I don't spend my money anywhere until I've read customer reviews. From a new apartment to skincare products, if I have a choice between my total lack of knowledge and someone else's experience, I'm going to take their opinion into heavy consideration.
Customers Will Reshape Social CRM
[2009-09-11] Here is an excellent post by Bob Warfield that really helps to put the emergence of Social CRM into perspective, The Customer, as Social CRM, is the Fourth Pillar of CRM:
Enterprise Benefits Of Adding Social Media To Your Arsenal
[2009-08-24] The short answer is yes, people really do find things on social media sites. If you're an individual, this can be a very bad thing since your personal life can make the national news.
Listening To Customers Without Acting Is Worthless
[2009-08-10] Wikipedia tells us that active listening is an intent to "listen for meaning". Others suggest that active listening should "focus on who you are listening to, whether in a group or one-on-one, in order to understand what he or she is saying."
Making Sure Your Site Customer Centric
[2009-07-28] Website conversion is increased using a variety of strategies all of which play an important role in the ultimate effectiveness. I seem to constantly mention that one must make sure they pay careful attention to the customer experience their website offers. After hearing this so many times one might ask "Why do you keep saying this? Enough is enough already."
Are You Offering Customers Alternative Payment Choices?
[2009-07-13] This morning I was reading an article from Plugged.in called, "Ecommerce Industry Braces for Change - Online Transaction Made Difficult" Here is a quick summary:
How Are Real Time Conversations Effecting Your Customers?
[2009-06-29] It appears that some folks are starting to slow down on the Twype (Twitter hype, of course) and looking at the bigger picture impact that the service is making. Whether Twitter survives and / or thrives is not the point really.
Building Your Website With Your Customers In Mind
[2009-06-15] As Dave Brock points out, People Don't Like To Be Sold-But They Do Like To Buy!
Using Lead Nuturing To Increase Customer Interaction
[2009-05-29] A recent study of B-to-B buyers shows that sales people who become trusted advisors and understand the needs of economic buyers are 69% more likely to come away with a sale! That's why forming a plan for lead nurturing is such an integral part of your lead generation process.
Product Information Is Key To Your Site
[2009-05-11] In one of my previous posts titled Most Important Pages on an Ecommerce Site I uncovered for you the most important parts of any ecommerce website. After that post I thought it would be a good idea to develop a series providing more detail on each page within that original post.
Yelp Brings Customer Concerns And Business Together
[2009-04-27] As previously reported, Yelp has launched a system to allow business owners to address reviews left by their customers.
How To Integrate 'Voice of Customer' Into Your Data Collection
[2009-04-13] The integration of VOC data with web behavioral data is an increasingly common wish-list item for clients of every sort. It's also something that's usually easier than people think - and I find that some organizations haven't done it because they anticipate much more work than is really involved.
Customers Are The Most Important Factor To Success
[2009-03-30] Well, somebody in this industry has to say it and say it loud. Having been in this industry for over four years now, I have seen mom-and-pop shops campaigns. I've seen Fortune 500 campaigns, and everything in between. I have seen a lot of good stuff happen, and also a lot of bad stuff happen.
Customer Satisfaction Sees Slight Increase
[2009-03-16] Customer satisfaction with the goods and services that Americans buy improved in the fourth quarter of 2008, according to the American Customer Satisfaction Index (ACSI).
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