Redesigning your customer journey Archives - Page 3 of 21

What To Do When Your Marketing Campaign Fails

So your marketing campaign failed. You spent weeks creating a detailed drip campaign about your company product, and you filled it with quality content and graphics. You even made sure to send it out at the idea email open times, and included easy to see CTA’s. However, after observing the analytics, you see that you...

Mar 22, 2020

How to make long-term improvements to your after-sales service?

Customers have increasingly high demands and expectations when it comes to after-sales service. Improving its performance and quality will have an impact on both revenue and customer loyalty. So, what can be done in practical terms to improve this service? Why after-sales service should be a pillar of your business After-sales service is a key...

Mar 02, 2020

Measuring customer satisfaction in the energy industry

It is no secret that overall customer satisfaction with the “Big Six Energy Suppliers” (SSE, EDF Energy, British Gas, npower, E.ON UK and ScottishPower) in the United Kingdom may be improved. According to a Simply Switch study, there are lots of small energy suppliers offering viable alternatives to these companies, with much higher customer satisfaction...

Feb 10, 2020

Insurance: 7 reasons to use a smart survey solution

Under the Insurance Distribution Directive (IDD), insurance distributors are now required to collect data about prospective customers. They can thus prove that recommendations made to a consumer meet their needs as closely as possible. Customer knowledge is no longer just a marketing requirement to improve conversion rates, but a legal obligation. A smart survey solution...

Jan 29, 2020

4 tips to improve customer retention

The weight of competition that companies have to face on a daily basis can sometimes seem overwhelming. For a lot of businesses, avoiding the loss of customers is a major strategic goal. So, how exactly can you prevent losing part of your customer base to your rivals? How can you convince your customers to stay...

Oct 23, 2019

Customer Satisfaction: Do you know the 4 key measures?

When we have a great experience with a brand, we’re generally more inclined to trust them a second time. Positive ratings concerning one of your brand’s products or services are signs of a great customer satisfaction. This satisfaction, if maintained, will lead to customer loyalty and more sales. But how can we effectively measure customer...

Aug 28, 2019

Top 3 use cases for customer data enrichment with Salesforce

CRM is the driving force behind relationship marketing, fuelled by customer data. The enrichment of customer data allows you to increase the power of your Salesforce CRM and to implement new marketing channels. Why? How? That is precisely what we will explore throughout this article. Segmentation, NPS, customer knowledge; discover three use cases for the...

Jul 02, 2019

How to integrate the Net Promoter Score into the Salesforce CRM

If you use Salesforce to centralize your customer information, you may wish to include your NPS results to enrich the data available in this CRM. Read on to learn more about this process. The Net Promoter Score (NPS) is an essential customer satisfaction indicator. In this article, we’ll be looking why collecting this data is...

Jun 04, 2019

CSAT Works! Customer Experience is a High-Priority Metric

CSAT is a customer experience metric that measures customer satisfaction with your product or service. It also helps you identify specific pain points in your customer journey in order to see which aspects of the journey should be improved. Given the importance of maintaining customer happiness, many businesses are adopting CSAT, a relatively frictionless way...

May 10, 2019

Synchronize Skeepers with Adobe Campaign

Skeepers is the first Enterprise Feedback Management (EFM) solution that can be synchronized with both Adobe Campaign Classic and Adobe Campaign Standard. Here’s how you can use this feature to enrich your contacts in Adobe Campaign and improve the performance of your marketing campaigns. Skeepers is the first EFM platform that can be connected with...

Apr 29, 2019

Retail: Create your ideal customer satisfaction barometer

Retail professionals are aware of the importance of customer satisfaction and a positive in-store customer experience. In order to increase customer loyalty and grow their client base through word-of-mouth. For some brands, monitoring customer satisfaction has become equally as important as tracking turnover or net earnings. When creating your customer satisfaction strategy, it is essential...

Feb 12, 2019

Measuring Customer Satisfaction Across Communication Channels

For a business to succeed, it has to adapt to the evolving behavior of its customers. Over the past few years, customers have rapidly become cross channel customers, meaning they use multiple communication channels to interact, communicate, and purchase. Therefore, in order to keep up, when measuring customer satisfaction, you need to develop a cross...

Feb 07, 2019