Marketers, let’s face it: Offering consumers a great experience across their entire customer journey remains a challenge. Despite technology that provides insights, touchpoints are multiplying, marketing channels are still siloed, and customer expectations for a seamless brand experience continue to grow. Consumers want companies to understand them, meet their needs, and protect their privacy. Marketing […]
Almost two decades ago, Fred Reichheld showed that it costs companies more to acquire a new customer than to keep an existing one — and that smaller changes in post-sale retention can lead to bigger boosts to profitability.[i] In new research, Forrester shows why B2B marketing leaders need to remember Fred’s findings and refocus on
How A Global Crisis Puts Post-Sale Customer Marketing In The Spotlight Read More »
Monday 6 April 2020, 7:00 am Central to the success of any new product is how well it addresses a customer need. That’s why it’s critical that brand stakeholders and customer-facing employees develop empathy for their customers. But brands cannot accomplish this without building genuine connections with customers — and customers can increasingly tell when
Some of your customers will eventually leave. No one wants to admit it, but no matter how much value you provide, a few people will drift away. You can’t entirely prevent it from happening. But if you put in the effort, you can create an offboarding process that leaves a positive impression and keeps the
Let’s say someone asked you if you thought your company was meeting customer expectations. In all likelihood, your answer would be yes. Fact is, if you don’t have the proper frameworks and tools set up, it’s very hard to evaluate your customer experience performance. Without these frameworks, it’s impossible to truly answer the question: “Am
Customer experience management: A starter’s guide Read More »
Conducting Research Remotely Has Benefits The shift to working remotely in response to the current pandemic means many organizations are having to rethink their approach to understanding customers. Luckily, conducting research remotely has long been part of business as usual for many organizations, and for good reason — it provides benefits that help make research
Conducting Customer Research Remotely: Tips, Tricks, And Resources Read More »
It’s no surprise that consumers often feel a more personal connection to small businesses. There’s something about doing business with an independent CPA or indie cafe owner than with a big tax accounting firm or national coffee chain. But those personal connections have to be earned over time. With each interaction, one customer at a
Earn Customer Loyalty: Here’s How Small Businesses Do It [Infographic] Read More »
HOUSTON, March 25, 2020 /PRNewswire/ — Today, Greener SEO announced the immediate availability of a new service to help business owners get more reviews as well as manage their reputation online. “This will allow local as well as national businesses to easily get more Google reviews as well as getting reviews in other reputable review sites
Greener SEO Announces New Services to Help Business Owners Get More Reviews | Texas Read More »
Over a month ago, Field Agent kicked-off its “X Series,” a collection of reports providing an in-depth look at the customer experience (CX) across several different retailers. The first installment, Kroger X, was a hit. Now, as promised, the second installment in the X Series, Target X, offers to take you inside the CX at
Inside the Customer Experience at Super Target [Report] Read More »
What’s the next phase for customer communications? You can already chat back and forth with customers through social channels, text messages, emails, and phone calls. All the right touchpoints are there, but they’re not necessarily as well connected as they could be. For instance, can you start a conversation on the phone and pick up
How to Unify Customer Communications when the Future is Channel-less Read More »
