Archive for the ‘Customer Communication’ Category
Thursday, October 10th, 2019
Think your clinical staff members—primarily doctors and nurses—are the only ones, or the most important ones to impact the patient experience? Think again. Every single one of your employees and volunteers has an opportunity to influence the patient experience while on the job, and off. In fact, every single one of these individuals has the opportunity to influence patients’ choices when they are considering a new provider or care facility.
While on the job, and off. (more…)
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Tags: brand ambassador, Brand Management, employee outreach, employees as brand ambassadors, managing customer expectations, media relations, patient expeience, pr
Posted in Brand Management, Customer Communication, Employee Communication, Internal Communication | No Comments »
Wednesday, September 18th, 2019
Have you ever pulled up a company webpage on a smartphone and immediately been asked if you’d rather load the content on the company’s app? It seems like businesses of all sizes have gone app crazy over the last several years. Google Play currently hosts 2.6 million apps and the App Store is not far behind with 2.1 million.
Many small businesses may fear falling behind on this ubiquitous form of customer interaction, but does your company really need to have an app? In an article for Entrepreneur, Thomas Smale discusses several factors to consider when deciding whether or not to spend the time and money to develop a mobile app. (more…)
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Tags: content marketing, digital apps, digital marketing, marketing strategy, mobile app, mobile marketing
Posted in Content Marketing, Customer Communication, Internet Marketing, Mobile | No Comments »
Monday, September 2nd, 2019
It’s important for any business to know whether or not their customers are satisfied with the service the company is providing – the same applies for products, but we’ll focus on services here. Many companies ask customers for feedback to gauge their experience, and this can take many forms, including surveys and post-purchase emails among others. This feedback could be asking for a simple thumbs up, thumbs down or sliding scale review of the overall service, or it could ask more specific questions, focusing on different aspects of the service: timeliness, quality, likelihood to repeat business, likelihood to recommend to others, etc. (more…)
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Tags: communication strategy, Customer Communication, customer communication management, customer relations, customer satisfaction
Posted in Business Development, Client Relations, Customer Communication, Customer Service, Uncategorized | No Comments »
Thursday, June 13th, 2019
by Justin Grensing, Esq., MBA
Earlier this year, an outage on Facebook, as well as its subsidiary services Instagram and WhatsApp, demonstrated that even the most sophisticated tech companies and social media platforms are not immune to technical challenges. In an article for Entrepreneur, Kimanzi Constable argues that the outage could hold some important lessons for content marketers and online advertisers. It wasn’t an isolated incident. Lately it seems that every week brings another outage—most minor, but all troubling.
“There is no doubt businesses lost revenue with this outage,” he writes. “For those who pay for advertising, their ads weren’t reaching potential customers. For those that rely on posting in their Facebook groups, on their personal pages and on Instagram, they lost revenue because they couldn’t use the strategy that they’ve always used.” So what should companies do from a strategic standpoint to prevent this kind of negative impact in the future? (more…)
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Tags: avoiding communication blackouts, Brand Management, ensuring connections with your audience, online outages, protecting your brand, Social Media
Posted in Business Development, Customer Communication | No Comments »
Monday, January 21st, 2019
Customer communications management—or CCM—is a term that has been making its way into marketing and customer relations circles and conversations lately. But, is it something new, or just a repositioning of the same, classic approach to communication management that marketers have been using for years? Is this a term just used to apply to what is also known as digital marketing, or does it have an analog component as well? (more…)
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Tags: content marketing, customer communication management, internal communications, managing communications, strategic communications
Posted in Content Marketing, Customer Communication | No Comments »
Tuesday, September 11th, 2018
Marketing is key to not only getting the word out about your products and services but also for convincing potential consumers that your offerings provide the best quality, best value, are the trendiest, etc. Influencers can be a huge benefit in this respect. Influencers are individuals or organizations that have the ability to influence the beliefs, attitudes and actions of others. An influencer might be a popular professional athlete who touts the efficacy of a particular shoe, supplement or clothing brand. Or it could be a celebrity who shows up on the red carpet wearing a particular fashion brand—one that carries your label.
These are examples of large-scale influencers. Small businesses typically don’t have access to such individuals unless by pure good fortune. But in an article for Forbes, Dinah Wisenberg Brin writes that some businesses have found success using “micro-influencers” to achieve similar effects, albeit on a smaller scale. (more…)
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Tags: digital marketing, influencers, Marketing, micro-influencers, social media marketing, targeted marketing
Posted in Business Development, Client Relations, Content Marketing, Customer Communication, Influencer Marketing, Internet Marketing, Marketing and Branding, Marketing Communication, Social Media | No Comments »
Wednesday, September 5th, 2018
In an article for Harvard Business Review, Adam Richardson discusses the concept of customer touchpoints, which he broadly defines as “any interaction point between the customer and your brand.” If we think about this definition, it truly is quite broad, not least because it invokes the concept of the brand, which is itself extremely broad.
Does an online ad reflect on your brand? What about a discussion with a billing agent over a discrepancy on an invoice? While the answer to the first question is probably obvious, the second might seem like a stretch at first. But in truth, both are examples of touchpoints. And touchpoints have a direct impact on consumer brand perceptions. (more…)
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Tags: brand audit, Brand Management, branding, customer communication management, customer touchpoints, effective branding
Posted in Brand Management, Business Development, Customer Communication, Marketing and Branding | No Comments »
Tuesday, June 26th, 2018
by Justin Grensing, Esq., MBA
Few things can be as effective at generating sales as positive customer reviews. Similarly, and conversely, few things can be as damaging to sales as negative customer reviews. In terms of online retail, a recent survey found that positive reviews influence the purchase decisions of 90 percent of respondents, while negative reviews influence around 86 percent. But that’s in the B2C (business-to-consumer) world. In B2C, there are a relatively large number of customer interactions compared to B2B (business-to-business). This means that while B2B has fewer potential customer reviews to base a purchase decision on, each one is that much more impactful. (more…)
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Tags: B2B, B2B marketing, B2B relationships, building customer relations, creating customer advocates, customer advocates, customer relationships, establishing brand preference, forging customer relationships, word of mouth, word of mouth marketing
Posted in Business Development, Client Relations, Customer Communication, Customer Service, Influencer Marketing, Marketing and Branding, Marketing Communication, Sales, Small Business Strategy | No Comments »
Wednesday, June 13th, 2018
Sales professionals will be quick to tell you that a positive customer review goes a long way toward converting prospects into eventual customers. What better way to convince the market that you can walk the walk than to have satisfied customers tell your story for you? Conversely, negative reviews can be quite damaging. Data suggests that positive reviews influence the purchase decisions of 90 percent of respondents, while negative reviews influence around 86 percent.
But negative reviews and customer complaints can actually be good for business. Let’s look at some potentially counter-intuitive reasons why. (more…)
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Tags: customer feedback, managing customer feedback, managing feedback, negative reviews, online reviews, positive reviews, Yelp
Posted in Brand Management, Client Relations, Community Relations, Customer Communication, Customer Service, Marketing and Branding, Sales, Small Business Strategy | No Comments »
Thursday, November 30th, 2017
The word “sales” often conjures up some very specific images. A man in a suit holding a briefcase going door-to-door selling encyclopedias or vacuums, for example. Or a guy hustling in a car lot. But as we know, sales is, in reality, a process. A process that ends with a pitch. The direct pitch to the customer or the final sales touchpoint is the last step in the sales process and is often referred to as “the bottom of the funnel” (BOFU). It follows TOFU (top of the funnel) and MOFU (middle of the funnel) activities that are designed to move the consumer down a pathway to a purchase. (more…)
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Tags: BOFU, bottom of the funnel, middle of the funnel, MOFU, purchase funnel, TOFU, top of the funnel
Posted in Advertising, Business Development, Content Marketing, Customer Communication, Internet Marketing, Marketing, Marketing and Branding, Marketing Communication, Sales, Small Business Strategy | No Comments »
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