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Customers Are Discussing Your Brand, Are You Listening? Tealeaf provides online customer experience management (CEM). Their CEM solutions include both a customer behavior analysis suite and customer service optimization suite. Date: 2009-12-14 Customers Are Gaining More Power Over Your Brand Thanks To Social Media 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. Date: 2009-11-30 Study Shows Customers Want To Build Relationships With People Not Brands 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. Date: 2009-11-16 Why Businesses Struggle To Get Their Customers 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... Date: 2009-11-09 Opening Effective Customer Communication Through Twitter 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... Date: 2009-10-26 Create A Reason For Your Customers To Visit You 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. Date: 2009-10-12 Social Media Customer Reviews Can Help Or Hurt Your Brand 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. Date: 2009-09-28 Customers Will Reshape Social CRM 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: A collection of excellent blog posts from the Social CRM community are converging on what I think is the real secret of what Social CRM is all about. Date: 2009-09-11 Enterprise Benefits Of Adding Social Media To Your Arsenal 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. Date: 2009-08-24 Listening To Customers Without Acting Is Worthless 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." Date: 2009-08-10 Making Sure Your Site Customer Centric Website conversion is increased using a variety of strategies all of which play an important role in the ultimate effectiveness. Date: 2009-07-28 Are You Offering Customers Alternative Payment Choices? This morning I was reading an article from Plugged.in called, "Ecommerce Industry Braces for Change - Online Transaction Made Difficult" Date: 2009-07-13 How Are Real Time Conversations Effecting Your Customers? 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. Date: 2009-06-29 Building Your Website With Your Customers In Mind As Dave Brock points out, People Don't Like To Be Sold-But They Do Like To Buy! How do we facilitate the customer's buying process? Date: 2009-06-15 Using Lead Nuturing To Increase Customer Interaction 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! Date: 2009-05-29 Product Information Is Key To Your Site 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. Date: 2009-05-11 Yelp Brings Customer Concerns And Business Together As previously reported, Yelp has launched a system to allow business owners to address reviews left by their customers. Date: 2009-04-27 How To Integrate 'Voice Of Customer' Into Your Data Collection The integration of VOC data with web behavioral data is an increasingly common wish-list item for clients of every sort. Date: 2009-04-13 Customers Are The Most Important Factor To Success 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. Date: 2009-03-30 Customer Satisfaction Sees Slight Increase 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). Date: 2009-03-16 How Microdecisions Impact Your Customer Base 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... Date: 2009-03-06 Targeting Foreign Customers The Correct Way 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. Date: 2009-02-16 CMOs Want To Give Customers More Voice Volume 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". Date: 2009-02-02 Giving Customers What They Really Need Here are several excerpts from an excellent post by Ardath Albee, Customer need or wishful thinking? Date: 2009-01-19 Building Benefical Two-Way Communication And Respect Pete Blackshaw is a tireless evangelist detailing the power shift between company and consumer. Date: 2009-01-05
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