If you’re not currently using social media channels as a customer service tool, you’re missing out on a potentially huge opportunity to build customer loyalty...
If you’re not currently using social media channels as a customer service tool, you’re missing out on a potentially huge opportunity to build customer loyalty and boost customer engagement with your brand. Here’s a brief look at four basic ways that brands are using social media as a customer service tool. #1: Direct one-on-one engagement with customers Using social media as a customer service tool requires a mindset change. In the old analog era, the VIP customer was the one...
If you’re not currently using social media channels as a customer service tool, you’re missing out on a potentially huge opportunity to build customer loyalty and boost customer engagement with...
It seems hard to imagine that a machine could provide a better experience than a human could for another human. This is especially the case when one of the...
It seems hard to imagine that a machine could provide a better experience than a human could for another human. This is especially the case when one of the biggest customer complaints is the lack of personal interaction and care. However, there are other issues that impact a customer experience as well, including response time. While it’s easy to jump to the conclusion that robots are going to take over every human job, that’s not the case and it’s not how they could be used...
It seems hard to imagine that a machine could provide a better experience than a human could for another human. This is especially the case when one of the biggest customer complaints is the lack...
“What can I do to reduce unsubscribes?” It’s a tough subject for many marketers. Email remains one of the best ways to communicate with consumers directly, but...
“What can I do to reduce unsubscribes?” It’s a tough subject for many marketers. Email remains one of the best ways to communicate with consumers directly, but the effectiveness of the channel is contingent upon maintaining deliverability health to ensure messages get to the inbox. A critical component of this is letting customers opt-out on their own terms—as quickly and easily as possible. Many senders depend on the size of their list to drive everything from internal...
“What can I do to reduce unsubscribes?” It’s a tough subject for many marketers. Email remains one of the best ways to communicate with consumers directly, but the effectiveness of the channel...
According to Gartner, CMOs will likely spend more on technology than CIOs. Yet, there are many marketers that feel let down by the promise of marketing...
According to Gartner, CMOs will likely spend more on technology than CIOs. Yet, there are many marketers that feel let down by the promise of marketing technology. Why? Some say it’s not as easy as they thought/were promised it would be. Others say they don’t have enough resources or support from the business to be successful. Some say they are just scratching the surface of using all of the capabilities. Finally, others say they are so busy working through their to-do lists...
According to Gartner, CMOs will likely spend more on technology than CIOs. Yet, there are many marketers that feel let down by the promise of marketing technology. Why? Some say it’s not as easy as...
Most people like to be given a choice. Sure you can fit them all into one bucket and no one will know better, but for how long can you get away with that?...
Most people like to be given a choice. Sure you can fit them all into one bucket and no one will know better, but for how long can you get away with that? Eventually they’ll find greener grass and you’ll be left wondering where you went wrong. Let’s not wait for that day. Be proactive about improving your email deliverability today, and let your subscribers help you do it. A Preference Center is something that email marketers have been implementing for years. It’s a way to...
Most people like to be given a choice. Sure you can fit them all into one bucket and no one will know better, but for how long can you get away with that? Eventually they’ll find greener grass...
“See you in 10,000 miles!” This is the friendly sendoff I receive from the workers at my car dealership each time I drive off the service lot. It’s a standard...
“See you in 10,000 miles!” This is the friendly sendoff I receive from the workers at my car dealership each time I drive off the service lot. It’s a standard farewell that tells me, a proud modern marketer, that I’m in good company wanting to take every opportunity to offer consistently stellar customer experiences. I’ve been loyal to this dealership for seven years. I leased my first vehicle from them when I got my first job out of college, and due to their amazing...
“See you in 10,000 miles!” This is the friendly sendoff I receive from the workers at my car dealership each time I drive off the service lot. It’s a standard farewell that tells me, a proud...
89% of marketers expect customer experience to be their primary differentiator, according to Gartner. That is quite a high number. That means you need to pay...
89% of marketers expect customer experience to be their primary differentiator, according to Gartner. That is quite a high number. That means you need to pay extra close attention to the words of our global Modern Marketing experts when they talk about customer experience. This starts with every interact a customer has with your brand, but it includes the technology you leverage to make those engagements happen, as well as how your people manage those tools. The notion of...
89% of marketers expect customer experience to be their primary differentiator, according to Gartner. That is quite a high number. That means you need to pay extra close attention to the words of our...
Some days instead of writing about marketing I want to write about ice cream. Today is one of those days. I’ve been sitting at my desk daydreaming about Mint...
Some days instead of writing about marketing I want to write about ice cream. Today is one of those days. I’ve been sitting at my desk daydreaming about Mint Chocolate Chip. I’m not a purist, so I don’t care if it is green or white, but the combination of creamy mint and the crunch of the chocolate has always hit the spot since childhood. I don’t even mind that the chocolate gets stuck in my molars and i have to dig it out. The variety of flavor choices is just the beginning....
Some days instead of writing about marketing I want to write about ice cream. Today is one of those days. I’ve been sitting at my desk daydreaming about Mint Chocolate Chip. I’m not a purist, so I...
The customer journey is an increasingly complex beast. Your prospects and customers are interacting and engaging with you over a whole series of different...
The customer journey is an increasingly complex beast. Your prospects and customers are interacting and engaging with you over a whole series of different channels and touchpoints. Up to 76% of B2B buyers now use three or more channels before making a purchase. Responding to this fragmented picture, marketing technology came along to help marketers make sense of the new picture. But the marketing technology landscape is now an increasingly complex beast as well! It’s...
The customer journey is an increasingly complex beast. Your prospects and customers are interacting and engaging with you over a whole series of different channels and touchpoints. Up to 76% of B2B...
