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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

4 Indispensable Ways to Fine-Tune Your CRM Database

Thorough knowledge of your customers enables you to provide personalized customer service and develop marketing strategies which target their specific needs, increasing your sales by up to 30%. But, unfortunately, many CRM initiatives fail. According to one study, upwards of 63% fail, primarily due to the fact that businesses don’t make their CRM system a...

May 05, 2016

Feedback Surveys: The Key to Unlocking Ecommerce Conversions

How important is conversion rate optimization to your e-commerce business? The simple answer: it’s everything. The most effective solution: feedback surveys. To provide your visitors with the best online experience possible, one which leads to higher conversion rates (i.e. higher profits), you need to have an intimate knowledge of your customers, including their concerns and...

Mar 28, 2016

Improving Customer Satisfaction Will Save Your Online Business

Increasingly, customers are demanding an effortless online experience. To increase customer satisfaction and improve loyalty, online businesses must remove any kind of friction or effort from their customer experience. After all, in today’s ecommerce world, consumers have multiple choices for where, when, and how to buy what they want. The availability of what they want on the Internet...

Mar 02, 2016

Is Your E-Commerce Site Working? Just Ask Your Customers!

In today’s e-commerce retail world, it’s difficult to know just who your customers are. Unlike brick and mortar shoppers, today’s online customers are anonymous which, of course, makes it far more challenging to understand their wants, needs, and specific requirements. And today’s customers face new problems as well. Bombarded with a constant stream of choices...

Feb 29, 2016

Why Feedback is Key to Redfin's Customer Centric Business Model

Redfin, the Seattle-based real estate brokerage company, combines customer feedback, technology, and second-to-none customer service to deliver a better real estate experience. The company’s success is due, in large part, to its uncompromising customer-centric mission, making the process of buying and selling a home easier and more transparent. Redfin agents are paid a salary and...

Feb 17, 2016

How Focusing on Customer Feedback Improves Walmart's Outlook

For years, Walmart – America’s largest retailer and supermarket chain – has been labeled with the distinction of providing the worst customer service in retail. In 2007, it scored a dismal 68 out of 100 on the American Customer Satisfaction Index (ASCI), a rating it has more or less maintained ever since. Likewise, the company’s...

Jan 25, 2016

How to Grow Your Business with the Net Promoter Score

The Net Promoter Score (NPS) is the magic number that answers the question, “how likely are you to refer us to a colleague?” NPS, called the “one number you need to grow”, has been popularized by companies like Apple, and has been adopted as a standard metric for benchmarking a company’s performance. It aims to...

Jan 20, 2016

Customer Intelligence Increases Your Business's Profitability

Customer intelligence (CI), derived from customer data, helps business’s understand customer motivations better in order to drive future growth. This data typically falls into one of three categories: Personal demographics, which include data such as age, income level, educational profile, and marital status. Such data might be analyzed to explore buying patterns of people in specific...

Jan 14, 2016

How IOT Will Elevate The Way You Gather Customer Knowledge

Soon, nearly every aspect of our life will be connected to the Internet. Everyday objects, from cell phones to coffee makers, will come with an on/off switch to the Internet. And, as a result, our most commonly used electronic devices will be able to send and receive user data to businesses. According to Gartner, by...

Jan 03, 2016

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