Tag: customer experience management

How to Create Marketing Magic with Defining Moments

October 3rd, 2018   •   2 comments   

Winning Moment

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Why do you remember certain experiences and forget others? How can you design and engineer remarkable encounters that stick in your customers hearts and minds?

The answers to these and so much more were found in The Power of Moments, an extraordinary book by bestselling authors Chip Heath and Dan Heath.
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How to Turn Unhappy Customers into Online Advocates

April 18th, 2018   •   2 comments   

Unhappy to Happy Customer

“Customer service is the new marketing” – Gary Vaynerchuk 

What should you do when you receive a nasty email or Facebook complaint? Should you ignore it, defend your business robustly, or respond genuinely with the aim to help?
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Why Customer Experience is the New Marketing

April 12th, 2018   •   no comments   

Customer experience is fast becoming the number one digital marketing strategy.

Also known as CX, customer experience was cited by Adobe-eConsultancy as the most exciting opportunity in 2015, overtaking even content marketing.
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[Infographic] Social Media Customer Care Statistics

October 25th, 2017   •   4 comments   

Do you know that your customers may spend 3 to 20 percent more if you respond to their queries? Or that 42 percent of customers who complain on social media expect a response within an hour?

With consumers spending hours each day on social media, you need to ensure that your customer care strategy is primed for social channels.
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How Badass Users Makes Your Business Awesome

May 12th, 2017   •   no comments   

badass-users

Courtesy of Test-n-Tell

Do you know what the secret to enduring business success is?

Nope, it isn’t in building awesome products. Nor does it come from building an awesome company. Or an awesome brand for that matter.
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How to Win in Social Customer Care

June 12th, 2016   •   1 comment   

How to Win in Social Customer Care

Do you know that companies are literally losing billions of dollars each year by pissing off their customers? Or that it costs 6 to 7 times more to acquire a new customer than to keep an existing one?

It always amazes me why companies would rather focus on acquiring new customers through social media than care for existing ones.
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Managing Customer Experiences in the Digital Age

February 23rd, 2016   •   no comments   

Customer Experience Management in the Digital Age

In the age of social media and mobile digital devices, the greatest opportunity for marketers lies in how they can delight customers both online and offline.

Also known as customer experience management, it seeks to provide a holistic brand experience across all customer channels, going beyond traditional measures of customer satisfaction.
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How to Truly Market – Without Marketing

May 14th, 2014   •   no comments   

How to Truly Market Without Marketing
Source of image

What is the simplest definition of marketing?

According to the Business Dictionary, it is the management process by which goods and services move from concept to the customer, while involving the 4 Ps: product, price, place, and promotion. For services, this may be expanded to include other Ps like people, process, and physical evidence.
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7 Ways to Truly Delight Your Customers

February 19th, 2014   •   no comments   

7-ways-to-delight-your-customers

Marketing is broken. At least in the traditional sense.

Focused on customer acquisition, promotions and sales volumes, traditional marketing views customers as “targets” to be arrowed.

Bigger, bolder and flashier campaigns are launched to attract their rapidly diminishing attention while carrots like discounts, freebies and lucky draws are dangled to coax them to open their wallets. 
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When Less is More

December 29th, 2013   •   2 comments   


Courtesy of Bruce Kasanoff

In the age of the social “avalanche”, we’re bombarded with a non-stop stream of information.

From millions of websites, thousands of apps, to hundreds of channels, endless varieties of choices awaiting us. Smartphones are now laden with so many mind boggling features that you wonder who on Earth is capable of using them.

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