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Top Articles
Integrating Technologies to Improve the Customer Experience
[2010-08-23] Here's a synopsis of an excellent article by Yacov Wrocherinsky, Founder and CEO of Infinity Info Systems and Dave Newmark, CEO of Bid4Spots, Five Strategic Success Factors for Linking Customer-Focused Tools. Be sure to check out the complete source article for much more:
The Role Of Social Media In Customer Acquisition
[2010-08-09] In social media, is there truth to the proverb, "seek and ye shall find?"
Creating An Integrated Customer Experience
[2010-07-26] Here are some excerpts from an excellent, insightful post I found on the MTS Blog, Who Owns the Customer Experience. Be sure to check out this blog. It's new, but looks like it's going to provide a nice stream of thought provoking information.
Developing Strategies Around The Social Customer
[2010-07-12] You might have heard that Social CRM is all around developing strategies around the "social customer". But, what exactly is a social customer and what do brands need to know about interacting with her? Chess Media Group has released a whitepaper with Attensity 360 (which is free) introducing the social customer and the document provides a lot of valuable information and insight on who exactly the social customer is and why it's important to understand her.
Customer Complaints Can Help Strengthen Your Business
[2010-06-21] At first blush, a complaining customer is not something we have on our wish list of awesome things in the world.
Delivering Real Customer Happiness In Your Enterprise
[2010-06-07] Yes, nice guys can finish first. This is the overarching theme of Zappos CEO Tony Hsieh's new book Delivering Happiness, a Path to Passion, Profits, and Purpose. Released today (I was given a free, preview copy), Delivering Happiness chronicles the rise of Zappos from a half-baked notion to multi-billion dollar pinnacle of high touch customer service.
How To Improve Your Customer Relationships
[2010-05-24] You might not have thought much about how your bank treats you. In a world of drive-through windows and automated teller machines, you might not even think about what kind of relationship you have with your bank You take for granted that its policies are more important than who you are, but does it have to be that way?
How To Effectively Handle Customer Disputes
[2010-05-10] Anyone reading this site is always on the lookout for the next big idea in search, and you all know that social media is it. My wife Linda knows, too. So, when she recently underwent successful Lasik surgery, she thought it would be far nicer to create a Squidoo lens for her surgeon, promoting his business, than to send a bouquet of flowers.
Social Media And Your Customers
[2010-04-26] Maybe what we need is a little deconstruction. At Monday's Social Fresh conference in St. Louis, I was delighted to join Sarah Evans, Jason Falls, Amber Naslund, and Zena Weist on the closing panel discussion. During the session, an audience question got me fired up (no surprise, as the Social Fresh attendees were a very smart, engaged group).
Making Sure That Special Offers Don't Backfire
[2010-04-12] Every day, millions of people throw out envelopes and click away from commercials that flaunt the word "free" simply because they know there's a catch. So when businesses make a special offer (whether it relates to free stuff or not), they should be very careful to make sure that there aren't too many obstacles associated with it.
Motivating Your Employees To Give Better Customer Service
[2010-03-29] Here are several excerpts from a post by Michael Sansolo, author of The Big Picture: Essential Business Lessons From The Movies, in the Customers Rock blog, The Ultimate Customer Compliment:
Study Shows Who Is More Loyal To Your Brand
[2010-03-15] Several months ago I read a piece of research in the Journal of Marketing that I found both surprising and believable at the same time. In fact, the conclusion of this research made such an impression, I clipped a report of it and put it on the board beside my desk as a reminder of one important difference when marketing to women versus men that many small businesses completely ignore or forget about. The research explored the idea of customer loyalty, and uncovered that (on average) men were far more loyal to an organization or group than any single individual within it - and for women this finding was the opposite.
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:
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