Customer Service + Social Media = Win Over Customers

Customer Service + Social Media = Win Over Customers

Social Media
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Have you ever thought about responding to customer comments in social media? If not, I encourage you to take the plunge. You’ll discover four great benefits. 1) Learn more about your customers (and use that to win their loyalty). Your customers are already using social media, so why not meet them where they hang out […]

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Is your company unintentionally fueling bad word of mouth?

Voice of the Customer
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I wish I didn’t have a story like this to tell, but I do. I was duped. By Comcast (Xfinity). It’s common practice for businesses to “upsell” services to existing customers. For example, when a customer calls customer service for help, they are often asked if they want to sign up for a new credit […]

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Are you getting results from LinkedIn?

Linkedin Logo
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If you haven’t seen results from our LinkedIn profile, it could be time to retool and refresh your profile. You will want to think about what you are trying to achieve. However, a more effective profile can help you reach a wide variety of desirable results. Over 100 million professionals in the U.S. are using […]

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Be the [Customer] Champion! 4 Challenges to Overcome to Get Closer to Customers

Customer centricity
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I’ve always felt it was natural for marketing professionals to be the champion of “customer centricity” (or customer experience) inside an organization. We all know that marketing is focused squarely on customers and their needs. I was excited to find this Incite™ whitepaper because it shows a nice marriage of marketing and customer centricity strategies. […]

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Top 3 reasons why CRM fails to earn my loyalty (and Social CRM won’t, either)

3
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Here’s a guest blog from Bob Thompson, of CustomerThink.com. At a recent conference I had an interesting discussion with an executive for a large non-profit organization, originally hired to lead the organization’s “CRM” activities. Shortly after starting, she changed her job title to include “customer experience.” Why? Because with a “CRM” title, her boss expected […]

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My #3 Website Rule: No Dead Ends

Example
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This is one of my favorite guidelines for a successful website. A site should allow a journey of exploration, learning, and discovery. Your site visitors need a clear and well-curated path that includes options to continue their exploration on every page. There should be no pages that feel like a dead end. What’s a dead […]

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My #2 Website Rule: Sip, Cup, Bath

Example of cup website clickstream best practice
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“Sip, cup, bath” is my favorite advice for those who want to create a top performing website. Picture taking a sip from a cup, then picture drinking the whole cup, then imagine soaking in a bathtub. “Sip, cup, bath” informs the clickstream path and the order in which content should be displayed. SIP Picture this: […]

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My #1 Website Rule: Know Your Audience

Know Your Customer
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Knowing your audience – I mean really understanding what their life is like, what their needs are, how they search for things – will make your business more successful. Perhaps I’m the millionth person to have said that. However, it is so fundamental and too often overlooked. Are you skeptical that you really need to […]

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There’s nothing like a cold glass of milk!

Califia Farms almond milk
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Picture this: I poured an ice cold glass of almond milk from the fridge. I raised the glass of creamy liquid to my mouth. Ugh! This almond milk tasted odd. I checked the expiry date on the bottle. It wasn’t even close to its sell-by date. I was perplexed. My husband and I love Califia […]

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Intuitive customer empathy

At Intuit office
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When a company truly cares for its customers … customers know it. They can feel it. You can’t fake it. You can’t collect surveys and never take action or never thank customers for their input. That isn’t genuine. Let me tell you about one company with sincere customer empathy. I recently visited an office of […]

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