driving business growth
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driving business growth
exploring what best sales and marketing practice is required, to ensure businesses are in the right position to drive business growth
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CX Journey™: A Ton of Scary #CustExp Quotes and Stats

CX Journey™: A Ton of Scary #CustExp Quotes and Stats | driving business growth | Scoop.it
Today's post includes some scary quotes and statistics about employee experience, customer experience, and leadership. Evidence that focusing on the customer experience is good (for) business!

Via Eric_Determined / Eric Silverstein
Dawn Ray's insight:

One of my favourite quotes in relation to this was by Sam Walton, founder of Walmart " there is only one boss. The customer. And he can fire everybody in the company from the chairman down, simply by spending his money somewhere else" ! 

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Eric_Determined / Eric Silverstein's curator insight, October 31, 2013 12:09 PM

While we play with words in the tagline, the facts are clear!


If your organization does not improve your customer experience, your business will suffer.

 

Thanks @CXJourney for those great quotes and stats.

 

A few here:

 

For every customer who bothers to complain, 26 others remain silent.

Consumers are two times more likely to share their bad customer service experiences than they are to talk about positive experiences.

A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related.


A 10% increase in customer retention levels result in a 30% increase in the value of the company.

 

What's stopping you or your executives from focusing on the employee experience and the customer experience? 

Although your customers won't love you if you give bad service, your competitors will !!!

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Maximizing Sales and Marketing Opportunities through Social Channels

Maximizing Sales and Marketing Opportunities through Social Channels | driving business growth | Scoop.it
ADOTAS — Personal connectivity through social sites and mobile devices has exploded on a scale that was simply unfathomable less [...]

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 8, 2013 4:11 PM

Today people rely heavily on reviews and their peers over traditional advertising.


Richard is on point: "Nearly all purchase decisions today are influenced in some way by a brand advocate, which is why it’s critically important that brands identify and cultivate social relationships with current and prospective buyers. Savvy brands must take proactive steps to not only encourage more activity from brand advocates, but also to track and manage that activity for optimal results. This group of advocates should be treated like a tangible corporate asset, one that must be handled with care and nurtured to encourage organic growth. And, brands must provide appropriate tools that make it easy for advocates to share products and services through social and mobile means."

Big Volcano's curator insight, October 15, 2013 5:24 PM

Here are three simply ways to help mobilize brand evangelists:

 

Classic refer-a-friend promotions in which an advocate actively suggests the brand to others in his or her social circle. In some cases, the brand may offer a financial or material reward, which may be tied to a specific call to action, such as generating a signup or direct purchase.Encourage brand advocates to create content, such as a review or testimonial. Those who do this can become powerful allies in wooing the majority of prospective online purchasers searching for reviews before making a decision. The way brands talk to their advocates can influence the tone of their reviews, which has an immediate impact on sales.Motivate brand influencers to share your message with their own social network. If you are having mixed results using traditional targeted advertising, consider rewarding your advocates for doing the work for you by sending out promotions to extremely targeted consumers.
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Struggling to Make Marketing Decisions? You Need a Marketing Committee! - Business 2 Community

Struggling to Make Marketing Decisions? You Need a Marketing Committee! - Business 2 Community | driving business growth | Scoop.it
Struggling to Make Marketing Decisions? You Need a Marketing Committee!
Business 2 Community
Last month, my colleague Brianne Dawson blogged about what you should do if your marketing plan stalls.
Dawn Ray's insight:

I support the comments in this article and would like to add that commitment and continuity are the key words to apply to any marketing strategy or plan, which often soon get forgotten when marketing results are not instant. Dont forget that marketing is all about developing realtionships and long term gain - not just short term fixes.

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Bottom Line Disciplines for Small Businesses

Bottom Line Disciplines for Small Businesses | driving business growth | Scoop.it
Attitude is the foundation for all successful people, not just sales professionals or small business owners. Take control of what is 100% within your control – attitude and discipline! This is the foundation to your success.
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Tell Me What You Want, What You Really Really Want, B2B Decision Maker

Tell Me What You Want, What You Really Really Want, B2B Decision Maker | driving business growth | Scoop.it
Spice Girls and B2B decision makers? Yes, by giving B2B decision makers what they really really want, you can be very successful with your demand generation and social selling activity!

Via Eric_Determined / Eric Silverstein
Dawn Ray's insight:

Very apt. Too many sales and marketing strategies are developed based on what the boardroom thinks they offer and deliver, rather than based on the customers perspective and whether their service is actually relevant anymore.

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Eric_Determined / Eric Silverstein's curator insight, November 3, 2013 9:58 PM

Whether B2B or B2C, Gerry Moran is on point:


Every customer is different, just like every Spice Girl brought something different to the concert – something scary, something sporty, something posh, something baby and something ginger. So if you are going to be successful with your marketing and sales strategy, give your customers what they want, what they really really want … vs. what YOU think they need, what YOU think they really really need!

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Are You Faking It With Your Customers?

Are You Faking It With Your Customers? | driving business growth | Scoop.it
George Burns was talking about acting, but a lot of companies apparently take his advice when it comes to their customer relationship management programs.All around us, companies try desperately to

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 9, 2013 3:44 PM

As Don correctly points out: "If the only reason your business engages customers in “relationships” is to sell more stuff, you’re almost certain to fail. Genuine relationships cannot be based on one side’s fake sincerity for the other.

On the other hand, if your business engages customers in relationships in order to add more value for each customer – providing a more individually relevant product, or a more timely delivery, or a less expensive transaction – then you’re almost guaranteed to sell more stuff along the way.

Put your heart in it first, and your pocketbook will benefit."

 

Well said!

Alora Groshong's curator insight, October 11, 2013 2:49 PM

Customers are vital to business but people are more valuable to business.

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When Marketing Automation Is Not Enough - CRM Magazine

When Marketing Automation Is Not Enough - CRM Magazine | driving business growth | Scoop.it
It is technology geared toward improving lead conversion, with an eye toward alleviating the highly manual process that marketers once employed. And it's not just lip service; adoption of marketing automation is exploding.
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