Posts Tagged ‘customer engagement’
Thursday, July 11th, 2024
Loyal fans are loyal fans. The more loyal they are the more they feel a sense of ownership over the brands they’re loyal to. Just ask Harley motorcycle owners. Because of their loyalty and sense of ownership, they can often be quite put off when brands make changes they don’t like. Like changes to the brand names they’ve become accustomed to.
Case in point: (more…)
Tags: aligning your brand, brand advocates, Brand Management, changing brand names, consumer loyalty, customer engagement, customer loyalty, name change, rebranding
Posted in Marketing and Branding | No Comments »
Tuesday, June 18th, 2024
I’ve been a rabid marketing practitioner for decades. I understand and believe in the power of marketing for companies of all types and sizes, across all industries.
And, I’ll admit, there have even been times when I’ve been too eager to turn to marketing when a go-slow approach might have served me better. (more…)
Tags: B2B content marketing, communicating with customers, customer engagement, markeeting communication, new customer communication
Posted in Business Development, Marketing and Branding | No Comments »
Thursday, October 27th, 2022
Too often when marketers think about increasing customer engagement, they tend to err on the side of selecting promotional options. That, though, is often premature and can result in a lot of money spent unnecessarily. Worse, in some cases, their efforts can also work against them. (more…)
Tags: customer engagement, Customer Service, existing customers, new customers, serving customers
Posted in Uncategorized | No Comments »
Thursday, August 25th, 2022
Sometimes I think the most simple thing that we can do as businesspeople and marketers is “put ourselves in the shoes” of our prospects and customers. Are we making it easy to buy? Or are we setting up unintentional barriers, however slight, that may interfere with—or obliterate—the purchasing process?
(more…)
Tags: analytics, customer engagement, customer satisfaction, Customer Service, marketing measurement, marketing strategy, strategic marketing
Posted in Analytics, Marketing and Branding, Marketing Measurement | No Comments »
Saturday, August 29th, 2020
Marketers often speak of the “customer journey.” It’s a concept that describes the various decisions customer make and the interactions they have with a company from the point where they’ve identified a need until the point when they make a purchase—and beyond. A customer journey map is important because it helps marketers visually depict the customer journey and identify areas that may represent barriers or risks of loss. It provides a documented, explicit vision of how customers will interact with your company and is a good tool for sharing with employees to help them understand the journey and the role that they play in engaging and retaining customers. (more…)
Tags: being strategic, customer engagement, customer journey, customer satisfaction, finding and keeping customers, finding customers, marketing strategy, strategic marketing
Posted in Business Development, Marketing and Branding, Small Business Strategy | No Comments »
Tuesday, September 5th, 2017
Customer relations is a crucial aspect of any business strategy. And for good reason. Amy Gallo of Harvard Business Review writes, “Depending on which study you believe, and what industry you’re in, acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” The importance of customer relations is especially true in the B2B context. Typically, B2B companies are working with a smaller pool of customers than B2C companies, and each customer, therefore, makes up a larger share of revenue.
McDonald’s doesn’t want to lose customers, but it’s a lot less painful for McDonald’s to lose a customer than for Boeing to lose one. Similarly, many businesses serve both consumers and businesses. Consider a rental car or hotel company. They obviously have many individual consumer customers, but they also serve large organizations, such as corporations with staff who travel regularly.
So how do you maintain those crucial strong relationships with B2B customers? Here are some tips. (more…)
Tags: B2B, B2C, Business development, Customer Communication, customer engagement, customer relationship management, customer satisfaction, Customer Service, retaining customers
Posted in Business Development, Client Relations | No Comments »
Tuesday, August 8th, 2017
A frequently quoted “formula” in the field of customer relations tells us: “expectations – reality = disappointment.” While this may seem simplistic, don’t relegate it to the ranks of witty sayings or bumper sticker slogans. There is a great deal of truth in this straightforward equation. Most business owners, managers and customer-facing employees have dealt with unhappy customers. It’s part of the job. But all too often, that customer frustration or disappointment can be avoided by properly managing expectations. (more…)
Tags: Business development, client engagement, Customer Communication, customer engagement, customer expectations, customer satisfaction, Customer Service, managing customer expectations, realistic sales preview, sales process
Posted in Business Development, Client Relations | No Comments »
Tuesday, June 20th, 2017
In an article for the American Marketing Association (AMA) titled “How Effective Is Social Media Marketing at Driving Brand Loyalty?”, Lawrence Crosby discusses the numerous ways in which social media can be used as a great tool for increasing customer engagement and – hopefully, as a result – customer loyalty. Much of the article deals with customer engagement in terms of creating online communities and serving up useful content to keep customers coming back to your business through its various channels, online and otherwise. (more…)
Tags: appeasing customers, Customer Communication, customer complaints, customer engagement, customer satisfaction, Customer Service, relationship management, social engagement, Social Media
Posted in Client Relations | No Comments »
Friday, April 14th, 2017
No business enjoys losing customers. But for some businesses, it’s a lot more damaging than for others. A grocery store, for example, can withstand a single customer going over to a competitor, possibly without noticing any business impact. But a food distributor serving eight grocery stores is going to feel some real pain if one of those stores takes its business elsewhere. For some industries comprised of small markets of large consumers, there may be a limited pool of candidates to replace a lost customer, and often the question is, “can we get them back?” Well, it’s certainly not easy. Leaving a B2B relationship is costly for both companies because the customer has to spend time and money finding a replacement vendor as well as a lot of effort adjusting its business processes to work with a new partner. Consequently, they won’t be eager to switch back just like that. But in the long run, it is possible to win back a lost customer. (more…)
Tags: customer churn, customer engagement, lifetime value of a customer, losing a customer
Posted in Business Development, Client Relations | No Comments »