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Top Articles
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).
How Microdecisions Impact Your Customer Base
[2009-03-06] Tom Davenport had a post today on Microdecisions for Macro Impact that pointed out on the key benefits of decision management, with its focus on operational decisions:
Targeting Foreign Customers The Correct Way
[2009-02-16] Got customers in different countries who you want to specifically target? This can be a difficult task, and one which was also the topic of discussion recently on the HighRanking Forum.
CMOs Want To Give Customers More Voice Volume
[2009-02-02] I came across an interesting post on Marketing Pilgrim that pointed at a new study by the CMO Council called "Giving Customer Voice More Volume". It seems that Chief Marketing Officers understand the need to listen to, amplify and react to customer input, but they really don't know how.
Giving Customers What They Really Need
[2009-01-19] Here are several excerpts from an excellent post by Ardath Albee, Customer need or wishful thinking?: According to B2B Marketing Trends 2010, a report by the Institute for the Study of Business Markets, the #1 trend getting the attention of B2B marketers is:
Building Benefical Two-Way Communication and Respect
[2009-01-05] Pete Blackshaw is a tireless evangelist detailing the power shift between company and consumer. In the early 90s, Blackshaw began tapping into new technologies to increase the level of consumer engagement while working in the California legislature. From there he began to see the shift that inspired him to found Planet Feedback in 1999.
Good Customer Service Is More Important Than Pricing
[2008-12-15] Here are several excerpts from an article by Barney Beal, News Director with SearchCRM.com, Poor Customer Service, Not Price, is Driving Customer Churn:
Your Customers are Truly In Charge
[2008-12-01] One of the favorite parts of my job at Intel is to learn from other industry leaders who are doing this social media stuff. And it's fascinating what you learn when you pull back the layers behind a company's external efforts. For example, this week I had the pleasure of meeting with Sean McDonald, Director of Communities & Conversation at Dell, to learn how they have evolved their social media efforts over the last year and a half or so. What I learned was truly eye-opening, and something I aspire to emulate as I attempt to build a similar program at Intel.
How To Test Your Customer Service Up Close
[2008-11-20] When I'm working with new clients, one of the first thing I ask them is how their customer service stands up. Far from being an invasive question, I find it's crucial to know of any pluses and/or minuses before starting a new campaign.
Customers Don't Like to be Short-Changed
[2008-11-03] Fast food company Taco Bell recently added the Taco Bell Volcano Taco to their menu. Trying to recapture the popularity of the Taco Bell Volcano Burrito from the 1990's, the Volcano Taco is advertised as being so hot your mouth will literally be set on fire when you eat it. As a lover of spicy foods, I thought I'd try it - talk about being disappointed.
Do Customers Prefer Live Agents?
[2008-10-20] Randy Saunders had a great post over on the Perfect Customer Experience -Can I please speak with a live agent? In it he has a great quote: Forester's study finds that 45 percent of consumers prefer to speak with a customer service agent to answer questions and resolve service issues, yet most walk away from customer service agent interactions disillusioned, disappointed, and disgruntled.
Fighting Back Against Poor Customer Service
[2008-10-06] We've all had the experience of feeling oh-so-small at the hands of a large company. Sometimes that happens during the sales process, but at least then we have the option of walking away.
Do You Market To Where Your Customers Live?
[2008-09-26] Does your Web site marketing speak to customers where they live? Can your customers or prospects connect with the content based on where they're from--or is your content too generic and trying to talk to the whole nation at once (or too specific to your home office)? Most sites might vary content based on the visitor's past transactions or clickstream. But if you don't have that to work with, starting with geographically based targeting may provide an edge over the competition.
Companies Are Avoiding Social Media
[2008-09-08] Here are some insights from a press release about a recent survey, Most Companies Avoid Integrating Social Media Despite Evidence of Benefits:
Seven Deadly Sins Customer-Survey Edition
[2008-08-19] Jim Ivers, of Vovici, understands the nature of online (customer) surveys thoroughly and in fact his firm has published a list of Seven Deadly Survey Sins that should be avoided at all costs.
How Does Your Company Respond to Customers?
[2008-07-28] Make a statement. Get opinions. Ask a question. Get answers. Ask a different question. Get silence.
Managing Reasonable Customer Expectations
[2008-07-14] One of the critical factors for successful project management is to make sure that customer staff balance fundamental principles and ideals with reasonable expectations for the real world.
What's the Best Strategy for Customer Acquisition?
[2008-06-30] I have asked this question before but in a different way. It was a post I wrote about two months ago, The Holy Grail of Social Media: Conversions or Conversations?
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