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Customer Loyalty Expert Bill Hanifin Shares His Thoughts | Evan ...

Customer Loyalty Expert Bill Hanifin Shares His Thoughts | Evan ... | Pretium Solutions | Scoop.it
My introduction to customer loyalty came via the technology that supports program operations. Working with Visa in Latin America in the late 90's, I had the opportunity to help banks in multiple countries introduce rewards ...
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Pretium Solutions
Improving Customer Experience & Sales Metrics for Companies Across the Globe
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7 Essentials for Your Customer Service Initiative

7 Essentials for Your Customer Service Initiative | Pretium Solutions | Scoop.it
Before pulling the trigger on any customer service initiative, these high-level themes must be considered.
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Rebranding Your Customer Service Department

Rebranding Your Customer Service Department | Pretium Solutions | Scoop.it
Do you ever feel like the concept of “customer service” needs a makeover? Sometimes when I hear this term bandied about I think of my local bank teller who always asks me in a robo-voice, “How’s your day going so far?” She then invariably mispronounces my name (the computer has [...]
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The Simplest, Free Customer Service Gesture That Builds Loyalty

The Simplest, Free Customer Service Gesture That Builds Loyalty | Pretium Solutions | Scoop.it
A smile is powerful, free, and it works. Try it on for size. You might like it and your customers will, too.
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5 Tips for Finding Your Ideal Customers Instead of Waiting for Them to Find You

5 Tips for Finding Your Ideal Customers Instead of Waiting for Them to Find You | Pretium Solutions | Scoop.it
Heat up your cold calling by focusing on the companies that most need your product.
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4 Solid Tips on Increasing Your Customer Retention and Renewal Rates

4 Solid Tips on Increasing Your Customer Retention and Renewal Rates | Pretium Solutions | Scoop.it
This COO says a handful of strategic tweaks resulted in her company having the highest numbers in its industry.
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3 Mistakes That Undermine Using Social Media for Customer Service

3 Mistakes That Undermine Using Social Media for Customer Service | Pretium Solutions | Scoop.it
In just five years social media has gone from an innovation in customer service to a requirement. Not every company is getting it right.
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3 Ways to Create Customer Experiences That Boost Sales

3 Ways to Create Customer Experiences That Boost Sales | Pretium Solutions | Scoop.it
Consumers make purchasing decisions for reasons far more complex than price. Understanding that psychology is a big marketing advantage.
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3 Great Ways to Create an Emotional Bond with Customers

3 Great Ways to Create an Emotional Bond with Customers | Pretium Solutions | Scoop.it
Entrepreneurs can aim to woo clients this way and gain better sales and their repeat business.
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To Grow Your Customer Base Focus on EOA: Early, Often and Always

To Grow Your Customer Base Focus on EOA: Early, Often and Always | Pretium Solutions | Scoop.it
When your company is small and new, it's the first customers to sign on who can make or break your business.
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What Body Language Can Tell You About the Customer Experience

What Body Language Can Tell You About the Customer Experience | Pretium Solutions | Scoop.it
Consumer data that's distributed across digital channels can help business leaders learn a lot about customers, including their behaviors, preferences, attitudes, and needs. However, there are some customer characteristics that analytics and other digital tools don't pick up so well - at least, not yet. This includes the sentiment being projected by customers through their body language and facial expressions. When someone crosses their arms, this often implies resistance. A head scratch can con
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10 Ways to Keep Making Your Clients Happier and Happier

10 Ways to Keep Making Your Clients Happier and Happier | Pretium Solutions | Scoop.it
Research and common sense agree. The least expensive and most effective marketing is retaining the clients you already have.
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How to Win Back Lost Customers

How to Win Back Lost Customers | Pretium Solutions | Scoop.it
A client may not be lost for good. Here are five steps that might help your firm make a comeback.
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The Most Important Piece of a Marketing Plan Is Your Targeted Customer

The Most Important Piece of a Marketing Plan Is Your Targeted Customer | Pretium Solutions | Scoop.it
Knowing and anticipating the wants and needs of your customers shapes all the other elements of your plan.
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Improving Customer Experience Reaches All-time High | Loyalty360.org

Improving Customer Experience Reaches All-time High | Loyalty360.org | Pretium Solutions | Scoop.it
A study shows that improving the customer experience is a huge priority for executives as 45% indicated they plan to invest at least 10% more in the department in 2015
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The Secret To Faithfully Delivering On Your Brand Promise

The Secret To Faithfully Delivering On Your Brand Promise | Pretium Solutions | Scoop.it
Your brand experience needs consistency and reliability to win the trust and loyalty of every stakeholder.
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How to Engage 21st Century Customers

How to Engage 21st Century Customers | Pretium Solutions | Scoop.it
Dave McKeown, COO of Predictable Success, says you need to use all the methods at your disposal to interact with your customers.
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The Last Customer On Earth: A Leadership Tactic For Service Superiority

The Last Customer On Earth: A Leadership Tactic For Service Superiority | Pretium Solutions | Scoop.it
When you treat each customer as if she’s the last remaining customer on the planet–the customer on whom the very existence of your business depends–things start to change in your perception, and, almost simultaneously, in the results you get from your customer relationships: • Every customer request is an opportunity, not an imposition. • Everything [...]
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IRS customer service worse than expected

IRS customer service worse than expected | Pretium Solutions | Scoop.it
Taxpayer advocate Nina Olson warned last month that customer service at the Internal Revenue Service would suffer because of the budget cuts hitting the agency.
She was right.
As of February 14, only 43 percent of the people who...
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11 Traits of Extremely Effective Salespeople

11 Traits of Extremely Effective Salespeople | Pretium Solutions | Scoop.it
No business succeeds without great sales. Here's how great salespeople make it happen.
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Customer Experience: It's Not What You Say, It's How You Say It

Customer Experience: It's Not What You Say, It's How You Say It | Pretium Solutions | Scoop.it
"I can't stand the sound of my own voice!" This is essentially every person who ever attempted to set up a voice messaging service for themselves. There can easily be a disconnect in how we think we sound, and how we actually sound. So how about the voice of the brand? Do you think [...]
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The Customer Is The CMO's Best New-Product Developer: Survey

The Customer Is The CMO's Best New-Product Developer: Survey | Pretium Solutions | Scoop.it
Marketing strategy consultancy CMG Partners today releases the results of its seventh-annual CMO’s Agenda, “Your #1 Resource for Innovation: the Customer,” a qualitative survey assessing the role and responsibilities of the chief marketer. CMG Partners conducted interviews with CMOs, senior marketing executives and new-product development experts between August and December of 2014 [...]
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Disarm Angry Customers With Social Video

Disarm Angry Customers With Social Video | Pretium Solutions | Scoop.it
We have entered an age where the options for customers to connect to brands have become endless. Beyond the traditional online support and telephone options, social media has driven a whole new plethora of places that customers seeking immediate feedback can go to get attention. For some brands the onslaught has [...]
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Why You Shouldn't Bank on Customer Ignorance

Why You Shouldn't Bank on Customer Ignorance | Pretium Solutions | Scoop.it
The successful companies of the future will be the ones providing more data, not keeping customers in the dark.
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Another Study Shows Big Gap Between CX Goals, Realities

Another Study Shows Big Gap Between CX Goals, Realities | Pretium Solutions | Scoop.it
For the second time in a week, a study reported a big gap between what marketers think about customer experience (CX) and what they're doing about it. Last week, IDC analyst Mary Wardley noted the challenges faced by marketers who want to optimize customer experience within their organizations. This week, CX technology provider SDL is reporting "an important disconnect" in perceptions among retail marketers that may give an advantage to competitors. Retailers are overwhelmed by th Topic: Customer Experience.
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5 Ways Company Culture Can Improve Your Customer Experience

5 Ways Company Culture Can Improve Your Customer Experience | Pretium Solutions | Scoop.it
It was Mark Twain who said "if you tell the truth you don't have to remember anything." However most companies don't onboard, educate and train employees thoroughly so when they tell "the truth" it can come out as verbal garbage (as displayed by the latest Comcast PR catastrophe). A company's customer experience [...]
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