Facebook is rolling out an update to Messenger that will allow page owners to toggle back and forth between personal messages and customer messages. Business owners can finally respond to customers from the same app they use to communicate with friends and family on Facebook. The ability to toggle back and forth between different inboxes […]
Facebook Messenger Can Now Be Used to Answer Customer Messages Read More »
This article was first published March 2015, updated May 2020. When I first started at Campaign Monitor, I reached out to a number of our blog subscribers and asked them what they liked about the blog and what they’d like to see more of in the future. The conversations I had were invaluable in defining
Provoke Response in a Customer Feedback Email (Updated) Read More »
AI is rapidly transforming the way that companies interact with their customers. MIT Technology Review Insights’ survey of 1,004 business leaders, “The global AI agenda,” found that customer service is the most active department for AI deployment today. By 2022, it will remain the leading area of AI use in companies (say 73% of respondents),
People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an opportunity to either keep or lose a customer. Your customer service team is on the front lines of building relationships with customers—not
How to Turn Every Customer Service Call Into a Valuable Customer-Retention Conversation Read More »
In February, prior to the wide-scale U.S. coronavirus outbreak, Endcaps & Insights kicked off a series of reports examining the customer experience (CX) offered by major grocery retailers. Both the first and second installments in this popular “X Series,” Kroger X and Target X, are still available for free download. And despite obvious disruptions to
Inside the Customer Experience at Walmart [Report] Read More »
Hi all, Firstly thank you all so much for your response to the interview I posted last week. It was unexpected! I’ve since had the opportunity to interview April Dunford (veteran marketer, author, keynote speaker, and positioning expert.) She told me a story from when she was a young product marketer a year or so
Getting decent survey response rates is hard and getting harder for customer experience (CX) professionals. The reason? Customers have become: Wary. Overly long surveys and tone-deaf or irrelevant surveys have left customers gun-shy. Now, when customers see your survey invitation, they assume the worst. Resigned. Customers feel their feedback won’t matter because they have not seen
Customer Experience Surveys Are A Tool, But They Can’t Do It All Read More »
When it comes to marketing, it’s natural to think of customer acquisition. However, loyalty marketing revolves around customer retention. By catering for your existing customers and keeping them happy, you can ensure they come back again and again for repeat purchases. For a café, loyalty marketing might be as simple as offering customers a free
The Definitive Definition of Customer Loyalty in Marketing Read More »
5 Ways Social Media Can Improve Customer Trust in the Age of Credibility It’s difficult to overestimate the value of trust in today’s trying times. For years, leaders in the digital marketplace like Microsoft, Google, and IBM have helped us to understand the value of trust, even when you’re selling incredible products. Ultimately, if your
5 Ways Social Media Can Improve Customer Trust in the Age of Credibility Read More »
If you’re like many small business owners and marketers, you want to improve your customer lifetime value. Understanding the amount of money a consumer will spend on your website over time can help you make smarter marketing decisions and improve brand loyalty. You’ll have plenty of opportunities to extend your customer lifetime value (CLV) using
How to Improve Your Average Customer Lifetime Value Read More »
