On the surface, customer service is just that—policies, procedures, and business features that help customers get their questions answered, concerns addressed, and improve their experience with your company. It’s primarily a retention strategy, making customers more likely to stick around and buy more from you. But what if it was also a customer acquisition strategy,… Read more »
In today’s hyper-connected world, it’s more important than ever to be a customer-centric company. When you put customers at the heart of your business, everyone at your company can work together more effectively and deliver amazing experiences every time. For fast-growing businesses, the benefits of collaborating across different departments to offer amazing customer experiences are… Read more »
In the past, shoppers based their buying decisions on marketing information from manufacturers or recommendations from friends, but today’s purchase decisions are driven by customer reviews. Manufacturer websites, retailer websites, and third-party e-commerce sites are homes to many of these reviews, boasting neatly consolidated and organized lists. Social media also serves as a convenient platform… Read more »
In today’s hyper-connected world, where one bad review can be magnified across the social web, customer experience is more important than ever. Customer perception is influenced by every interaction with your company driving business outcomes that can make or break your business. Ian Jacobs, Senior Analyst at Forrester Research, joined us for a webinar to… Read more »
Your brand is a reflection of your company identity – while its core remains the same, its mood shifts with every season to accommodate people’s changing needs: from swimsuits to backpacks to umbrellas to Easter eggs, and back again. But as retail businesses know well, the holiday season calls for a lengthier and more invested… Read more »
Marketing has come a long way since the Don Draper days of three-martini “business” lunches and spending budgets without a clear picture of the return on investment. But let’s flash-forward to today’s reality, where data is the bread-and-butter of any modern marketing department. We want those numbers; we *need* those numbers. You’d have to design… Read more »
You can build and sell the most revolutionary products all you want, but they won’t be worth much unless you can back them up with stellar customer service. Customer service is the frontline to your company; it’s the team that works to keep customers coming back. And because your customers and their demands are always… Read more »
Building relationships with your customers is an important part for any company in driving new sales, but also repeat business. This is especially important for fast-growing businesses where retention is key. By taking advantage of Relationship Intelligence – the actionable insights, based on the collective data of customer, prospect, company and relationship information, to drive productive outcomes in… Read more »
Managing client problems is increasingly a high-priority responsibility, and B2B companies are worse at it on average than B2C companies, according to a new Gallup Research study. Customer engagement and retention must be handled on a case-by-case basis in the B2B space, but it is still entirely possible to have a high problem-resolution rate if the right… Read more »
It’s no secret that customer expectations are growing every day. Not only do people’s needs have to be met in terms of standard customer service (i.e. availability, on-time delivery, and quality of products), but user experience has also become a major part of the ecommerce conversation. Though the term user experience is thrown around quite… Read more »
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