Five Tips to Help Cust Serv Reps to Increase Their Company’s Revenue
Blog post by Shankar Ganesh on July 28, 2014
Customer support is usually seen as a cost center, but there are a bunch of things you can get your reps to do to actually increase the bottom line.
Price Or Customer Service? What Do Your Customers Really Want?
Blog post by Andy Hanselman on July 28, 2014
Are your customers prepared to pay for better customer service? Or, do they just want the ‘best deal’ regardless?
Choose Rouge At Your Own Peril
Blog post by Peter Psichogios on July 28, 2014
Air Canada Rouge is the most incompetent airline. Here is a list of reasons every customer should be wary: -They inconvenienced me because I had to wait for my bag at baggage claim. The whole reason why …
Getting the most out of your B2B customer satisfaction survey – maximising the share of wallet
Blog post by John Coldwell on July 28, 2014
Share of Wallet is a term that will be familiar to some of you. For those that are unsure it means “How much of a customer or client’s business have you got [that you want]?” The caveat, …
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 …