If you’re doing the right thing, onboarding new customers is a process that never ends. However, top performers approach the onboarding process in a different way. While brands that fall behind see onboarding as a onetime event for each customer, Best-in-Class companies are considering an ongoing process that continues further and beyond the initial setup. […]
Tag Archives: customer experience
I was recently introduced to an agency that puts more focus on client relationships than developing new business. While they do take on new clients from time to time, the agency has a strict “anti-RFP” mantra and promises their clients will hear back from them within 24-48 hours – regardless of the question or challenge. […]
The concept of Hoosier Hospitality really took hold when the 2012 Super Bowl was held in Indianapolis. In fact, the people in Indy were so nice that a host from the TODAY show said, “I have never met more people that have wished me a super day, that have offered to open a door, that […]
“Customer-centric” is a value that gets tossed around a lot, but have you ever thought about how to actually structure your company around the needs of your customers? Steve Jobs is someone who knows a thing or two about growing a successful business, and he does a great job summarizing his approach to being customer-centric. […]
I recently met with a college classmate of mine who started a new job working on a client success team with four other folks. All of them, he explained, have different areas of expertise and focus on the same group of clients. As the account manager, he leads the team, which consists of technical support […]
Social listening is defined as “the process of monitoring digital media channels to devise a strategy that will better influence consumers.” Companies deploy specific platforms with software that systematically searches keywords it finds in spaces such as blogs, social networks, and forums. With the growth of technology, social listening is easier for companies to implement, […]
Whether you refer to it as omni-channel or omnichannel marketing, it’s something marketers need to give serious attention to, as it’s not just another fly-by-night buzzword. Omnichannel marketing refers to the choice consumers and businesses have when it comes to how they engage with a brand. From direct mail to apps and even social media, […]
Unless you’ve been living under a rock for the past ten years, you know the average person doesn’t rely on the local newspaper for information anymore. They are watching more than cable and listening to more than AM/FM radio. Consumers today are sophisticated and have access to information at their fingertips and can consume that […]
Producing attention-grabbing content is a tall hurdle that nearly every marketer has encountered at some point in their career. Being creative in this day and age seems increasingly difficult, as the power of the Internet provides access to numerous social media platforms, magnifying the thoughts of every user. So the question then arises, “How do […]
Customer Relationship Management
Part One: Improving Customer Attrition Requires As Much Heart As Smart
In this two-part post, Ron Ackerman of Ackerman and Meyer Consulting will dive into the value of customer attrition and how organizations can turn an otherwise failing business into a revenue-generating machine. The Situation Three years of misses on both the top and bottom lines, customer churn exceeding $56 million annually, and continuous market share […]
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