Between word of mouth and social media, the average customer will influence a whopping 42 other people for every positive experience he or she has with your company. That's according to one estimate from Ninja Metrics, creator of a social analytics platform. As a result of that huge social reach, your biggest fans' influence can contribute to as much as 20 to 40 percent of your total revenue.
Business 2 Community CRM and Customer Experience - What's the Diff? Business 2 Community Wikipedia defines customer relationship management (CRM) as a model for managing a company's interactions with current and future customers.
Close to two-thirds of US marketers surveyed believe their roles as marketers will change in the next 12 months, while 4 in 5 feel that their roles will change in the next 3 years. ____________________________________________________ ► Receive a FREE daily summary of The Marketing Technology Alert directly to your inbox. To subscribe, please go to http://ineomarketing.com/About_The_MAR_Sub.html (your privacy is protected).
All around us, companies try desperately to fake their sincerity with individual customers. Deep down, however, they don’t want customer's friendship, they just take care of their business... but how long will it work?
Boston Globe Generation Y a tough target for marketers Boston Globe But unfortunately for marketers, Volain and other millennials — generally defined as people born after 1980 — have also become skilled at finding ways to avoid the constant stream...
Lucilla Di Iorio's insight:
"Millennials", generally defined as people born after 1980, have grown up in an unprecedented sea of advertising and have also become skilled at finding ways to avoid the constant stream of advertising. They skip past ads, block them, or simply ignore the come-ons.
Customer satisfaction hinges on customer service. Leave the average consumer in limbo too long and you risk closing the door on loyalty and brand advocacy without ever inviting these customers in. But, when putting customer service at the foundation of one's business strategy, companies must also look at the underlying issues that often cause customer relationships to crumble.
As part of its "Customer Satisfaction Issues Survey,"Verint polled more than 7,000 consumers from around the globe, including in the United States, United Kingdom, France, Germany, Poland, and Russia. The purpose was to assess common customer behaviors and perceptions affecting customer satisfaction around the world. The survey, which focused on five sectors—retail, utilities, financial service, public services, and phone, TV, and broadband—established that service outranks price in importance by a two-to-one margin. Only 22 percent of respondents worldwide believe price outweighs service, while 48 percent favor customer service excellence.
Target and Best Buy have been fighting back against showrooming, where people check out the goods in brick-and-mortar stores with the express intent of finding them cheaper online (hello, Amazon). But Placed, a mobile analytics company, found that those retailers are far from alone in being showroomed.
Placed gets its data from measuring the physical location of mobile phone users who consent to be tracked and overlaying it with survey data about people's brick-and-mortar shopping behaviors, and also dug up some interesting data about showrooming habits by gender. And there's more reason for retailers to be concerned.
According to Gartner research, less than 10 percent of consumers give the business to the online site of the retailer that they showroomed
Analyze Customer Profiles and Behavior for Better Decision Making Analytics David Loshin Business Intelligence (Analyze Customer Profiles and Behavior for Better Decision Making: #BusinessIntelligence #Analytics @davidloshin
"...If the first objective is to understand who the customers are and what they do, the next objective is to apply what you believe about customer archetypes and behaviors to influence changes in relation to customer behavior..."
automated journey building tools can play a key role in helping brands "surprise and delight" consumers by pairing data for personalization—even down to how that consumer likes to receive their information—with the right message at the right time. This is important for those brands focused on customer retention above and beyond new customer acquisition as meeting the always-on consumer with always-on technology is imperative to maximize lifetime customer value.
The Drum81% would pay more in order to receive high quality customer serviceThe DrumCustomer experience is a key driver for revenue growth in Europe, research from Oracle has found, with 81 per cent saying that they would be willing to pay more in...
Procter & Gamble Co., which sells consumer goods in more than 180 countries, is trying to win the hearts of women around the world by lavishing attention on the mothers of athletes at the Winter Olympics in Sochi, Russia.
Using Customer Experience Optimization To Boost Loyalty ProgramsMediaPost CommunicationsThe online travel industry has changed: travel agencies now provide a one-stop shop for everything from airfare and room and board to transportation and tours,...
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