Customer Communication

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.

Read more

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, […]

Read more

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.

Read more

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 […]

Read more

Top

We use cookies to give you the best online experience. By continuing to the site you accept the use of cookies in accordance with our cookie policy.