Price Or Customer Service? What Do Your Customers Really Want?
Blog post by Andy Hanselman on July 27, 2014
Are your customers prepared to pay for better customer service? Or, do they just want the ‘best deal’ regardless? A challenge for many businesses is maintaining that balance between price and service, and working out what the …
Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….
Blog post by Michael Lowenstein on July 27, 2014
…just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Several years ago, one executive of …
Proactive Service Recovery Leads To Customer Delight
Blog post by Jeremy Watkin on July 27, 2014
I realize that by saying this, I’m going to lose readers left and right, but there’s really no use hiding it anymore. I’m a Taylor Swift fan. Wow, it really feels good to finally say that. My …
Inbound Marketing After 9 Years – From Exaggerated Expectations to Core Marketing Strategy
Blog post by David Dodd on July 27, 2014
Inbound marketing will be ten years old in 2015. The term inbound marketing was coined in 2005 by Brian Halligan, the co-founder and CEO of HubSpot. In reality, however, some aspects of what we now call inbound …
Analytics Club – Talking Optimization Post #3 by Gary Angel
Blog post by Gary Angel on July 27, 2014
I hate being only mostly right! Before we dive down into what we mean by analytics driving testing and how that might/should work, I wanted to talk a little bit more about pure-creative testing. I saw a …
The Modern CRM
Blog post by Kate Leggett on July 27, 2014
Its Not Your Mother’s CRM Anymore CRM technologies are over two decades old. Companies first used them to provide “inside-out” efficiencies;operational efficiencies for sales, marketing and customer service organizations when interacting with customers. They aggregated customer data, …
Why are Consumers Jaded by Marketing Messages?
Blog post by Gregory Yankelovich on July 27, 2014
We live in the age of abundance. From tropical fruit during winter to a choice of tools for any conceivable job, most of us have more “stuff” than we really need. One thing most of us are …
Southwest Employees Know How to Add Fun to the Customer Flight Experience—for FREE!
Blog post by Colin Shaw on July 26, 2014
Recently featured on CNN’s Anderson Cooper 360, a YouTube video of one of the flight attendant’s safety speeches is an excellent example of how to add fun into your experience, even when it’s as tedious as a safety instruction speech on a flight.
Email Campaign Gets an “A” on Design, “F” on Offer
Blog post by Howard Sewell on July 26, 2014
At first glance, the email from security solution provider Symantec seems engaging, attractive, and well-designed. From a lead generation perspective, however, the campaign is a hot mess.
How To Improve Sales Training And Motivation
Blog post by Alison Brattle on July 26, 2014
There’s no denying it: we’re living in a time of economic difficulty. While the situation has improved somewhat over recent years, there’s still a prevailing feeling (especially amongst consumers) that money is tight. As a by-product of …