Customer Communication

Marketers Are Taking Greater Ownership Over CX Initiatives: Survey

Until as recently as two years ago, customer experience, or CX, tended to fall under the purview of such diverse departments as IT, customer service, and operations but a new survey shows that that responsibility has made a clear shift into marketing departments.

Research company Gartner looked at four specific areas of CX — voice of customer, defining customer personas, customer journey mapping and user experience — and discovered that marketers are now more likely to take ownership in all four areas. In addition, 74% told researchers they expect CX investments to rise either slightly or significantly this year. That increase is evidence that CX initiatives are paying off and delivering measurable value and that companies are better able to connect the dots between positive customer experiences and increased revenue. Have you considered how you can improve your customers’ experience?

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Busting the Myths That Keep Your Business From Reaching Millennial Customers

Millennials are often misunderstood from stereotypes that were developed quite a few years ago. They are no longer teens, but ar in their 20s and 30s and make up a large part of the workforce. Even though they’ve been around for a long time now, many businesses still aren’t sure how to reach them. It’s time to bust the myths and get to know the demographic. You may see that what you think is actually the opposite.

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This Holiday Season, Be Thankful For A Great Customer Experience

Creating a positive experience for your customers is a powerful way to help them appreciate you and keep coming back. Make a good impression every time they interact with your business by mastering not just one area, like delivery, but by excelling in all of them from design and ordering, to service and sales. Customers will notice and return knowing that they can have an easy and trusted experience every time. Consider using these tips that will get your customers to say “Thank You.”

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What Is Personalized Marketing?

Personalized marketing is tailoring your marketing message to an individual. Personalization ranges from personalized video to personalized emails to customized product recommendations and everything in between! With the advancement of technology, customers now expected personalized or customized marketing messages. Read on to learn how to do it right.

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Is Your Business Built for 24/7 Customer Relationships?

A seismic shift is under way that many businesses cannot ignore: thanks to new technologies, instead of waiting for customers to come to you, you can address your customers’ needs the moment they arise—and sometimes even earlier. It’s a win-win: customers get a dramatically improved experience, and companies boost operational efficiencies and lower costs.

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How Mobile is Dominating the Customer Journey (and Why You Should Care)

Think your B2B customers aren’t using mobile? Think again! The Boston Consulting Group found that for more than 60% of B2B buyers, mobile played a considerable role in a recent purchase. B2B buyers are using mobile devices to conduct research on their needs and find other sources of information, potential vendors, and service providers. Look at your own analytics to determine the importance of mobile for your business and make sure your mobile presence is optimized.

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Interruption as Sales Opportunity – Yay or Nay?

You see a sales opportunity. Your customer sees an interruption. How to make the most of these touchpoints? Sales Renewal’s insight: Product updates are a natural customer touchpoint. A necessary notification is also, obviously, an opportunity to ask for a new order. Do you use those opportunities wisely? Three Things to Consider: To your customer, […]

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Yext and Collecting Customer Experiences

“No one says ‘let me tell you about a mediocre experience I had.'”

That’s what Jay Baer told Yext partners at the platform’s most recent Summit.

Jay is the author of “Hug Your Haters” and a proponent of of listening to your customers (whether they’re happy or not). And while we agree with him, we think collecting information on the mediocre is OK – especially if it is an important part of your service, it can (and probably should) inform your marketing message.

For example:

Maybe your customers don’t complain about your delivery service because you get it right so often, that’s exactly what they expect. Ho-hum? Hardly. “Deliveries You Don’t Have to Worry About” is a message worth sharing with customers and prospects.

We’re not taking exception to Baer’s statement, just augmenting it with the fact that that collecting run-of-the-mill information from your customers is as important as collecting the exceptional. How do you stay close to your customers? If you’d like to get more bang for your buck from your Yext account, or are looking for a more robust program of review management, contact us. We can help with that important piece of your overall marketing strategy.

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Surveys, Complaints, and the Value of Regularly Scheduled Listening

Who doesn’t get excited about survey responses, right? Right?! In case it’s not coming through on screen, that was written in a sarcastic tone. Creating and managing customer surveys online (or paper, or phone surveys) is rarely earthshaking. Survey response rates are often low, and responses tend to roll in rather slowly. But the insight […]

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