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3 Guaranteed Ways Data Will Help You Own Your Customers

Your customers will love you if they can contact your business and you are able to quickly and efficiently help them. The problem, however, is that satisfied customers don’t always equate loyal customers. In reality, even the most satisfied customers will leave you for a better deal or a better customer experience. Customer loyalty is...

Oct 03, 2016

No Sweat: Best Practices for Measuring Customer Effort

If you aren’t measuring customer effort, you’ll never know if you are guilty of committing one of the following customer experience mistakes, all of which customers identify as leading causes of resentment: Forcing your customers to contact you repeatedly (or be transferred) to get an issue resolved. Requiring your customers to repeat information. Making your...

Sep 21, 2016

CES: The Easy Metric for an Effortless Customer Experience

The central aim of the CES (Customer Effort Score) metric is to reduce customer effort in solving product or service problems. Simply put, it is used to evaluate each interaction between the customer and the support they receive. The CES asks customers to respond to one basic yet effective survey question, “how much effort did...

Sep 19, 2016

New Integration: Connect Hubspot with Skeepers

Understanding your audience is key to Inbound Marketing. With Skeepers, you gain actionable insights into your prospects, leads, customers and now you can use our new integration to inject this qualified data into Hubspot! Customer satisfaction, preferences, reasons of non-purchase… any information collected via your smart surveys throughout the customer journey are automatically enriching any...

Sep 06, 2016

Become a CRM Hero with these 3 Proven Software Tools

As a CRM manager, you hold the keys to your company’s success. Your primary responsibility – providing an exceptional customer experience – means you must possess unique insights into your customers’ needs and wants, everyday problems, and issues with your product or service. To obtain these insights, you must manage every customer interaction across every...

Aug 31, 2016

How to Solve the Biggest Problems with Net Promoter Score

The two most important questions you can ask your customers are: How likely are they to recommend you to a friend or colleague? What is the most important reason for their score? Responses to the first question should fall on a scale of 0 – 10 where 10 is ‘extremely likely’. Responses can then be...

Aug 15, 2016

5 Biggest Customer Data Pay-Offs for Ecommerce Leaders

For an online business to succeed today, it cannot just be customer-centric; it must be customer-obsessed. Because customers have more access to information concerning your product or service’s quality, price, and reputation, information previous generations could have only dreamed of, you have no choice but to work harder to differentiate yourself as a market leader,...

Jul 10, 2016

How Customer Experience Improvements Ensure Conversions

Marketers understand that tracking key performance indicators (KPIs) are crucial for analyzing how well their company is performing, what specific marketing strategies are most effective, and what specific weaknesses must be addressed. Without question, one of the most important KPIs is a business’s conversion rate, the percentage of visitors who perform a desired action –...

Jul 04, 2016

Why Content Marketing Requires a Customer Feedback Obsession

For good reason, businesses are increasingly investing more time, resources, and money into content marketing than they are in traditional display advertising. Whereas traditional online advertising interrupts customers as they browse the internet, content marketing delivers the tailored content people are looking for at exactly the right time they are looking for it. Among its...

Jun 29, 2016

How Your Lack of Data is Alienating 80% of Your Customers

Providing good customer service involves delivering what you have promised. But providing excellent customer service requires putting yourself in your customers’ shoes to understand how they interact with you at every step in their journey. It requires knowing them so well that you can deliver long lasting value based on your ability to anticipate their...

Jun 14, 2016

Feedback Surveys: Know Your Customer, Grow Your Business

We live in an age when everything about our customers can be measured, quantified, and analyzed, providing invaluable insights which can be used to improve how we interact with them. Working with knowledge about our customers, we can more quickly and efficiently implement customer-centric business strategies, whether it’s to better understand our customers’ needs, improve...

Jun 07, 2016

CRM: The Only Way to Ensure Loyalty

Customers expect timely, knowledgeable support when they have questions or need problems solved. According to the American Express 2012 Global Customer Service Barometer, “Three out of four consumers say they have spent more with a company because of a history of positive customer service experiences. Conversely, over half (55%) … [had] intended to conduct a...

May 31, 2016

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