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Careers Center - Sr. Customer Support Engineer

Careers Center - Sr. Customer Support Engineer | Customer Related | Scoop.it
#Brentwood , TN #IT #Job: Sr. Customer Support Engineer at Aspect Software http://t.co/6tY7EO4Ldp #Jobs #TweetMyJobs
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Are 'Do Nothing' and 'Pray' Winning Strategies for Superior Customer Service? - PYMNTS.com

Are 'Do Nothing' and 'Pray' Winning Strategies for Superior Customer Service? - PYMNTS.com | Customer Related | Scoop.it
Are 'Do Nothing' and 'Pray' Winning Strategies for Superior Customer Service?
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Email Best-Practices for Developing and Maintaining Crucial Customer Relationships

Email Best-Practices for Developing and Maintaining Crucial Customer Relationships | Customer Related | Scoop.it
Email Marketing - Here are three sets of email best-practices for turning prospects into actual customers, extracting value from active customers who eagerly make purchases, and retaining customers for the long term.
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How to use social media for effective customer service - Marketplace.org

How to use social media for effective customer service - Marketplace.org | Customer Related | Scoop.it
Marketplace.org How to use social media for effective customer service Marketplace.org Beasley says there is an art to complaining and offers these tips to consumers to get effective customer service on social media: "One of the first things I...
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How Social Media Is Changing Customer Service (And Why Big Brands Must Try Harder) | AllTwitter

How Social Media Is Changing Customer Service (And Why Big Brands Must Try Harder) | AllTwitter | Customer Related | Scoop.it
What do you do when you have a problem with a brand’s product or service?You go online, right? You’re not alone. Close to six in ten (57 percent) of customers search for a solution online before taking any further action, and they’re increasingly reaching for a brand’s social media outposts. Almost half of social media users (47 percent) have received customer care on a channel such as Twitter or Facebook, and 37 percent now prefer customer service through social media rather than by telephone. But brands still have work to do. While 80 percent of Twitter users expect a response to a consumer service enquiry within a day, just 40 percent of tweets to the 25 largest online retailers are answered within 24 hours, and many are ignored altogether....
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Surprising Facts About Customer Loyalty Marketing [Infographic]

Surprising Facts About Customer Loyalty Marketing [Infographic] | Customer Related | Scoop.it
Is your company more focused on acquiring new customers or nurturing existing ones? Though 63% of marketers consider customer acquisition to be the most important advertising goal, successful companies know that engaging their loyal customers is critical to their bottom line. Recently, FiveStars performed an analysis of 14 million store visits from more than 1 million customers, as well as the results of loyalty programs from over 2,000 businesses. The study found that loyal customers (those who visited stores at least 10 times) account for about 20% of the company's customers. Businesses, however, shouldn't scoff at the deceptively low percentage. That 20% drives 80% of your business's total revenue and 72% of total visits to your business. According to FiveStars, "depending on the vertical, loyal customers can account for up to 84% of total visits." Best of all, loyal customers spend 10 times more than new ones.
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Social Media Buying: Where Are Your Customers?

Social Media Buying: Where Are Your Customers? | Customer Related | Scoop.it
How Social Media Drives Sales  [Research / Charts]
There’s a lot of debate among marketers about whether social media drives sales or not.

Via Neil Ferree
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Neil Ferree's curator insight, August 5, 2013 12:53 PM

Google+ didn't make the short list let alone impact Retail bottom line? Unless you http://bit.ly/DominatePage1 in organic search is G+ worth it?

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Why I Love When Customers Complain

Why I Love When Customers Complain | Customer Related | Scoop.it

Had I rushed my customer, he might not have been able to share with me the important everyday happenings in our industry that he sees from the opposite side of the street. His insider information clues me in to new products available in our market, hard-to-spot changes he sees happening in the industry, and of course his experience in dealing not just with my company but with my competitors.  Thus, my choice to listen was a judicious one.  It gave me competitor intel, highlighted needs I could create products to fill in a changing market.


Via Bonnie Hohhof
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John Michel's curator insight, August 6, 2013 2:20 PM

Great insights on the power of listening to dissatisfied customers.

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The Hazards of Bad Data in Customer Experience Management [INFOGRAPHIC]

The Hazards of Bad Data in Customer Experience Management [INFOGRAPHIC] | Customer Related | Scoop.it
Customer Experience Excellence Best Practices Customer experience management is a data-intensive effort. Relying on a variety of different data sources, businesses try to gain insight to optimize b...
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3 Steps to Transform Customers into Lifetime Brand Advocates [INFOGRAPHIC] | Social Media Today

3 Steps to Transform Customers into Lifetime Brand Advocates [INFOGRAPHIC] | Social Media Today | Customer Related | Scoop.it
Conversion and acquisition are key metrics to any lucrative business, but mastering the art of retention is the ultimate indicator of success. Why does retention matter you ask? 80% of future revenue comes from just 20% of existing customers! While it certainly can be a challenge, it is possible to transform customers into brand advocates in 3 steps with the help of customer loyalty programs. Step 1: Understand how loyalty programs affect lifetime value. The probability of selling to an existing customer is 60-70%, while the probability of selling to a new prospect is 5-20%. Step 2: Determine what is important to you and to your shoppers. Rewarding repeat shoppers with points increases annual visits by up to 20%. Step 3: Segment, personalize, and remarket. 62% of shoppers don’t think that brands they’re most loyal to are doing enough to reward them. Research confirms that customers are more likely to remain loyal to a company if rewards are offered. In fact, 75% of consumers would switch brands if offered real-time discounts and promotions while shopping on a site.
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Good customer service: what not to do - The Guardian (blog)

Good customer service: what not to do - The Guardian (blog) | Customer Related | Scoop.it
The Guardian (blog) Good customer service: what not to do The Guardian (blog) Here are some instructive examples of horror-show customer service interactions I have received in the last few weeks, while moving home and switching services.
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Why Improving The Customer Experience Matters: A Love Story - Forbes

Why Improving The Customer Experience Matters: A Love Story - Forbes | Customer Related | Scoop.it
Why Improving The Customer Experience Matters: A Love Story Forbes This is your opportunity to be crystal clear on the possible ways you can serve your customers better, requiring the least amount of effort for them to change or adapt to you.
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How social media is transforming customer behaviour

How social media is transforming customer behaviour | Customer Related | Scoop.it
Social Media is no longer a trend as much as it is a way of life – gone are the days of picking up the phone to contact our nearest and dearest, or waiting (How #socialmedia is transforming #customer behaviour: http://t.co/Kz9pl40uZe...
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7 Mobile Tools for Customer Communication - Street Fight

7 Mobile Tools for Customer Communication - Street Fight | Customer Related | Scoop.it
7 Mobile Tools for Customer Communication Street Fight Mobile When it comes to customer service, convenience is everything. Businesses that expect customers to reach out with questions in person or via telephone are taking the wrong approach.
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Viz - The quickest way to create simple charts

Viz - The quickest way to create simple charts | Customer Related | Scoop.it

Viz is the first iOS App that lets you create simple graph charts instantly


Via Nik Peachey
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Dean J. Fusto's comment, August 31, 2013 10:18 PM
Thanks for the scoop. I am eager to test Viz. -Dean
Dan Ferreira's comment, August 31, 2013 10:56 PM
It's pretty simple...maybe too simple
موسى ابو عوكل's curator insight, November 28, 2013 5:14 AM

שלומי הוא מקום שאני לא יודע איפה הוא לכן אני רוצה עזרה ממכם

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Exploiting Social Intelligence for Customer Management Excellence on Slideshare

Exploiting Social Intelligence for Customer Management Excellence on Slideshare | Customer Related | Scoop.it
Hypatia Research defines social customer service and support technologies as a subset of multi-channel customer service and support business processes, best practices and performance measurements t...
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Secrets of The 5 Whys And Customer Experience Improvement

Secrets of The 5 Whys And Customer Experience Improvement | Customer Related | Scoop.it
Secrets of The 5 Whys And Customer Experience Improvement. http://t.co/mOYtiPREV3
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Customer experience management: How to consistently deliver excellence

Customer experience management: How to consistently deliver excellence | Customer Related | Scoop.it
I find it compelling to see what companies do to delight their customers. Recently, a very positive trend has taken shape as many companies are now investing in initiatives like “Voice of the Cust...
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Customer Relationship Management | CRM | Greentree - Primed for Business

Customer Relationship Management | CRM | Greentree - Primed for Business | Customer Related | Scoop.it
At the core of every business are the relationships between the organisation and its customers. When these are poorly managed your brand is damaged, you lose sales and miss new business opportunities.
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Is Your CEO Serious About Driving the Customer Agenda? — Chief Customer Officer 2.0

Is Your CEO Serious About Driving the Customer Agenda? — Chief Customer Officer 2.0 | Customer Related | Scoop.it
CEO’s that drive customer experience understand it’s their inspiration, leadership and organizational change that best advance the customer agenda. (RT @JeanneBliss: How Committed is Your CEO?
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Predicting Customer Behavior with Analytics - Business 2 Community

Predicting Customer Behavior with Analytics - Business 2 Community | Customer Related | Scoop.it
Recent research from AbsolutData and Alteryx has found that 82 percent of businesses are using customer analytics today, and 95 percent plan to increase their investment in analytics technology in the near future. However, understanding these analytics requires a new, holistic approach that turns information into insight and insight into impact that many companies are failing to deliver. The accompanying infographic outlines the top three challenges companies are currently facing when it comes to leveraging customer analytics.
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The B2B Customer in Focus - 'Net Features - Website Magazine | #TheMarketingAutomationAlert

The B2B Customer in Focus - 'Net Features - Website Magazine | #TheMarketingAutomationAlert | Customer Related | Scoop.it
It is important for B2B companies to understand the unique habits of their customer base so that they can refine their marketing strategies accordingly. Luckily, a new study from ExactTarget and Pardot is shedding light on the subject. Key excerpt... The State of Demand Generation study provides some suggested best practices for B2B companies, including content strategies for each stage of the buying cycle. Check them out below: Stage One: This content should be broad and help readers understand a problem. Try to limit the promotional nature of this content, and make sure that it provides value to the audience. It is a good idea to determine the keywords that prospects use when they start their research, and produce content for those terms. Some examples of good stage one content include blog posts, industry articles and infographics. Stage Two: This content should nurture customers. A good way to do this is to show social proof of your product or service’s value, because user-generated content is always influential. Examples of ideal stage two content include video testimonials, analyst reports, webinars or ROI calculators. Stage Three: Stage three content should prove that your company is the right choice, because these prospects are almost ready to make a decision. Use this stage to promote your brand and identify your product or service’s strengths. Content examples include buyer guides, sample RFPs and competitor comparison documents.
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Stop complexity from killing the customer experience

Stop complexity from killing the customer experience | Customer Related | Scoop.it
Complexity kills good customer service. We can use the rule of 50/5 to cut through this complexity and transform the customer experience. I once worked for a multi-national technology company wit...
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Social Media Revolutionizes Communication and Customer Service

Social Media Revolutionizes Communication and Customer Service | Customer Related | Scoop.it
The Internet and social media have changed the way people complain about service and receive responses from companies over problems, something United Airlines recently experienced firsthand.
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