Transparency breeds trust and trust breeds opportunities for improvement. Be open and honest enough to authentically seek ways to improve the service from the people who are consuming it, but don’t go too far with your information sharing so as to make them question your company’s ability to get its act together and deliver high quality service in a consistent manner.
Customers now expect a unique, connected, and seamless experience across all channels and instant gratification. You only have a micromoment to capture their attention and hold it with a strong message and delightful and engaging experience. If you don’t, they will move on to the next offer. Modern marketers must adopt a mobile-first approach with their global audiences and utilize both marketing automation and data to their fullest extend to get ahead of the curve.
A customer’s experience with your brand has become just as important, if not more, than the products and services that you provide. In fact, the experience and what you sell have become inseparable from each other.
HR leadership definitely has a seat at the executive table today in having strategic conversations. Today's HR has a better understanding of the business value and is better equipped to recruit top talent as a result.
Multi-brand retailers can inspire and delight customers by introducing them to new categories and brands — a unique experience that can’t be found at a DTC brand. By using data to introduce each customer to a wider universe of categories and brands as their tastes evolve, your email campaign will replicate the discovery experience your shoppers love.
The goal of a loyalty program is two-fold: to improve customer acquisition and retention while collecting customer data. In today’s data-rich age, an evolved loyalty program will put your customer data to work in order to hyper-personalize individual customer experiences, and that’s what customers have come to expect.
Customer experience as a top priority for companies is a refreshing development for those of us who were reared in a world in which choice was limited and change was slow. There is now a vastly improved ability to get good service from a company without wasting too much of anyone's time thanks to a new emphasis on empathy.
While some trends may be a holdover from the previous year or are taking on a bigger role, there are also new B2B marketing trends that need your attention in order to attract and maintain your customer base in 2019.
What makes a loyal customer nowadays? You can no longer say that it is just a satisfied customer or even a repeat customer. Really, you are looking for a lifetime of customer value. You want customers loyal to you and always coming back, but not only that. You want to push them up the loyalty ladder from just being repeat customers.