629 Posts Found

A lot of marketers call the Internet an “attention economy.” They are looking for consumers who will pay attention to their product, and they try to calculate consumers’ propensity to purchase. They think that attention means intention. But it doesn’t. The reality is, people don’t go online to give attention, but to get it. They don’t want to be part of the audience. They want … [ Read more ]

Content: Quotation | Author: Esther Dyson | Source: strategy+business | Subjects: Customer Related, Marketing / Sales

To build closer connections to customers, start by developing analytical prowess.

Content: Article | Authors: Edward C. Landry, Leslie H. Moeller | Source: strategy+business | Subjects: Customer Related, Marketing / Sales

As customers’ needs fragment, marketers must develop common, actionable segmentations and integrate segment-level goals into planning and performance-management processes.

Content: Article | Authors: Marc Singer, Peter W. Dahlström, Sean R. Collins | Source: McKinsey Quarterly | Subjects: Customer Related, Marketing / Sales

It’s official: the word ‘campaign’ is becoming more and more scarce as it relates to the new world of marketing. And rightly so. People want to be engaged with a company, organization or cause beyond a short-term gimmick. So we’re starting to see the emergence of the term ‘movement,’ which makes a lot more sense. Let’s compare the two.

Content: Article | Source: Brains on Fire | Subjects: Customer Related, Marketing / Sales

I believe CRM is built on a fallacy because customers don’t want a relationship with their bank or their grocer or their supermarket.

Tesco does not have a CRM programme. Tesco has a loyalty scheme and what this is saying is, ‘we get your data for giving you money back, and with the data we will give you a more relevant experience in our shops … [ Read more ]

Content: Quotation | Author: Arthur M. Schneiderman | Source: strategy+business | Subjects: Customer Related, IT / Technology / E-Business

Loyal customers cost less to serve. They concentrate spending with companies they trust. And they help stretch marketing dollars through word-of-mouth referrals. The powerful advantages of customer loyalty help explain why the biggest changes in market share occur during downturns.

Content: Article | Authors: Darrell K. Rigby, Rob Markey | Source: Bain & Company | Subjects: Customer Related, Management, Marketing / Sales

Here are the nine ways your audience will respond to your online content.

Content: Article | Author: Rajesh Setty | Source: Lateral Action | Subjects: Customer Related, IT / Technology / E-Business, Marketing / Sales

Few marketers would dispute the statement that it is the sum of all customers’ interactions with a company, over time, that ultimately creates or destroys that company’s brand value. Yet few companies take the time to look at their own business practices comprehensively through the lens of their customers to understand how they measure up to their customers’ needs and expectations.

Does each customer interaction live … [ Read more ]

Content: Article | Author: Barre Blake | Source: MarketingProfs | Subjects: Customer Related, Marketing / Sales

Modern society is plagued by fragmentation. The various sectors of our communities–businesses, schools, social service organizations, churches, government–do not work together. They exist in their own worlds. As do so many individual citizens, who long for connection but end up marginalized, their gifts overlooked, their potential contributions lost. This disconnection and detachment makes it hard if not impossible to envision a common future and work … [ Read more ]

Content: Book | Author: Peter Block | Subjects: Customer Related, Marketing / Sales, Organizational Behavior

People (communities) can work together to create what they need and desire, “a future distinct from the past.” Focus should be on the structures of belonging, giving detailed attention to the many elements of design, location, and process that contribute to having productive conversations, gatherings, and relationships. Conversations should be structured around questions that evoke not answers, but commitment, accountability, and the possibility for transformation. … [ Read more ]

Content: Quotation | Authors: Carole Schwinn, Margaret J. Wheatley, Peter Block | Source: strategy+business | Subjects: Customer Related, Marketing / Sales

Simple, “one-size-fits-all” customer service strategies, focused mainly on fixing or replacing broken products, may have been sufficient in a time when phones were always landlines, mail was always delivered by a postman, and music was heard through the living-room radio. But in an interconnected world of empowered consumers, technological improvements and tight profit margins, customer service strategies have to be more efficient and more customized … [ Read more ]

Content: Article | Authors: Ishmeet Singh, Michael Baum | Source: Kearney | Subject: Customer Related

Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating. Obtaining a realistic measure of customer satisfaction involves computing a metric based on a composite customer satisfaction rating system.

Content: Article | Author: Murali Chemuturi | Source: TechnologyEvaluation.com | Subject: Customer Related

In the days of old: circa 2007, social-media marketing meant monitoring the blogosphere and managing forums, but today marketers are jumping in by actively creating and managing brand communities. Dave Balter is the founder and CEO of BzzAgent, a word-of-mouth media network headquartered in Boston. His company recently launched BzzScapes, a network of brand-centric communities, created by advocates and dedicated to the collection and ranking … [ Read more ]

Content: Article | Author: Guy Kawasaki | Source: OPEN Forum (American Express) | Subjects: Best Practices, Customer Related, IT / Technology / E-Business

Why do companies make it so hard to say thank you to the right people?

Content: Article | Authors: Chip Heath, Dan Heath | Source: Fast Company | Subject: Customer Related

A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by … [ Read more ]

Content: Quotation | Author: Mahatma Gandhi | Source: BizDeansTalk | Subject: Customer Related

Loyalty is not necessarily an emotional connection to the brand. True brand evangelists—or even potential evangelists—are at best rare and possibly non-existent. Companies need to recognize, develop and manage more than one kind of customer loyalty: conditional, emotional and passive—using more than one kind of strategy.

Content: Quotation | Authors: Naomi Kasolowsky, Woodruff W. Driggs | Source: Accenture | Subject: Customer Related

As brands become increasingly commoditized and competition fiercer, keeping and expanding customer relationships depends on the ability to create loyalty by delivering a customer experience tailored to changing customer needs and values and consistent with the brand promise.

In a time of economic uncertainty—with customer trust eroding and purchase behaviors growing harder to predict—mastering this ability has become even more critical to staying relevant, competitive and … [ Read more ]

Content: Article | Authors: Naomi Kasolowsky, Woodruff W. Driggs | Source: Accenture | Subject: Customer Related

It’s tempting to feel grateful for every customer you have. You should fight that feeling.

Content: Article | Author: Josh Hyatt | Source: CFO Publishing | Subjects: Customer Related, Management

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In many service industries, customer experience is emerging as a valuable way for companies to differentiate themselves from the competition and to in­crease market share. Most companies understand this, but many are unable to improve interactions with customers enough to make a difference. Why?

Content: Article | Authors: Ashish Jain, Madhu Mukerji-Miller, Timothy Hoying | Source: strategy+business | Subject: Customer Related