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7 Things That Make Your Marketing Terrible and Less Effective

Everyone makes mistakes. Usually, we end up learning from them and moving forward with our lives. But what if there is no room for a mistake? There is no margin of error in marketing. Most marketers have short deadlines, limited resources, and “no plan B” that they could focus on if the “plan A” fails....

Nov 15, 2016

What it Takes to Succeed at Customer Knowledge

Arguably the biggest mistake you can make as a CRM Manager is not knowing who your customers are, which is why acquiring customer knowledge is so important. Customer knowledge allows you to understand the wants and needs of your customer so that you can cater your product as well as cater your customer service and...

Nov 14, 2016

10 Brilliant Questions To Gauge Your E-commerce Health

“Millennials are at the start of their careers and are just starting to form their households. On the other hand, oldest members of Generation Z are now graduating college and entering the workforce,” said Patrick Dodd, president of Nielsen’s Global Retailer Vertical. These two generations are starting to shape the economy worldwide and will continue...

Nov 07, 2016

Trick or Treat? Is Your Customer Experience Scary?

With the Halloween season upon us, our thoughts turn to the monsters which keep us up at night. Vampires? Witches? Ghosts? Which one frightens you the most? We certainly know what frightens your customers the most, what keeps them up at night. It’s called The Customer Experience Nightmare. And although each of your customers will...

Oct 26, 2016

When Customers Leave, You Have Only Yourself to Blame

Have you ever asked your customers if they’re happy? Each year, thousands of businesses fail, often the result of failure to understand how customers see and experience the business. But if you don’t understand what your customers like and dislike about you, what they desire most, or how they think you’re different from the competition,...

Oct 24, 2016

Personalization & 6 Other Customer Experience Best Practices

In today’s increasingly crowded and competitive marketplace, you must differentiate in order to stand out from the crowd. Today’s consumers are smarter, less loyal, and won’t think about leaving you for a business which can deliver a better overall customer experience. If you want to remain competitive, you need to get the customer experience basics...

Oct 19, 2016

A $4 Trillion Loss: The High Cost of Customer Effort

Customer effort can be thought of in a few different ways: It is the customer’s own perception of the amount of time and energy that they have to spend in an encounter with you. It is the non-monetary cost of doing business with you. It is relative to both multiple or single interactions with your...

Oct 13, 2016

No One Likes Customer Feedback Surveys & 6 Other Myths

Are customer feedback surveys really worth the time and effort? According to some critics, the answer is no. Detractors of feedback surveys cite everything from their unwieldiness and complexity to general customer fatigue as reasons for why businesses should not design and administer surveys. But there is plenty of evidence to support that surveys do...

Oct 10, 2016

Three Customer Experience Trends You Can't Afford to Ignore

Choice, simplicity, trust, and personalized experiences – these are the things today’s customers desire most. Products and pricing matter less. Experiences count for more. And this is why 89% of marketers are putting customer experience at the center of their branding, design, and delivery decisions. Without question, customer experience has become the single most important...

Sep 28, 2016

SEO Like A Pro: Soar Your Ranking With Customer Feedback

Customer feedback improves your SEO ranking. Roughly 85% of consumers report reading online reviews prior to doing business with a company, reading – on average – six different reviews across a variety of channels: Facebook, Twitter, e-commerce websites to name just a few of the most common. These reviews serve two related purposes: They differentiate...

Sep 26, 2016

Instantly Recover Your Failing Business With an NPS Survey

Business leaders know that understanding customers’ needs and wants are critical to developing a competitive customer experience. A recent study of 162 executives found that 64% of business leaders strongly agree customer insights are crucial to their success. And, yet, 97% of online businesses fail, in part, because they don’t know who their customers are...

Sep 12, 2016

68% of Marketers Agree the Secret to Customer Feedback is…

Not all customer feedback surveys are created equal, but there is one thing you can do to make sure yours gets the responses you need to drive the customer experience you want to deliver. Make sure your survey is mobile optimized. B2C reports that in the next few years 80% of email users are expected...

Sep 08, 2016

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