Do you know when a customer is ready to leave?

Do you know when a customer is ready to leave?

shocked customer
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It’s painful when a customer walks out the door. The good news is that you can create an early-detection system to alert you when a departure is impending. You need such a system because most customers are not going to tell you they aren’t happy—they will just leave. This is just three of the ways […]

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Stop throwing away money on marketing

Reduce marketing spend
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You’ve probably heard that it’s 7 times cheaper to keep a customer than to acquire one. Makes sense, right? You know customer acquisition costs are high (or crazy high depending on your industry or customer buying cycle). Plus, there is a possibility that even when you find a new customer, they may not buy again. […]

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How to learn like a startup (and save money)

Koolaid(TM)
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I’ve been reading more and more about larger companies that are creating “startup” groups or partnerships so they can test, learn, and innovate in a different (and likely faster) way. It’s a smart idea. However, if you’re a smaller business you can just as easily use the “startup” approach. At the heart of this approach […]

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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?

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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)

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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

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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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