Quality customer experience is critical to customer retention. In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from the previous year (Accenture Global Consumer Pulse Survey). Also, poor customer experience results in an estimated loss of $83 billion by US enterprises yearly because of defections and abandoned […]
Tag Archives: Customer
Successful marketing is about more than winning clients. Lifecycle marketing and customer experience play a huge role in marketing success. It’s not just about winning a customer; it’s about that customer’s experience in their journey with your brand. Winning the customer is only the start of that journey. From there, it’s all about engaging and […]
This blog post is the final in a series of four on how customer lifecycle marketing works for marketers and organizations seeking to increase revenue and grow loyal customer relationships. Over the past few weeks, I have shared with you a marketing love story to explain the difference between the outdated marketing funnel and lifecycle marketing. We have […]
This blog post is the third in a series of four on how customer lifecycle marketing works for marketers and organizations seeking to increase revenue and grow loyal customer relationships. Last month, I shared with you a marketing love story to help explain the difference between the traditional marketing approach and customer lifecycle marketing. Then, I shared […]
Building customer trust is a necessity in the “Age of the Customer.” Described recently by Jim Balsingame for Forbes, “this new Age was born as micro-computers and associated innovations converged with high-speed Internet and associated applications. As this convergence shifts marketplace paradigms, it conveys the balance of power from the seller to the customer.” When […]
The average spend of a repeat customer is a 67% more than a new one but marketers are, in general, still evaluated on the number of leads they are able to generate day after day, quarter after quarter. So how can marketers and salespeople alike win new business but also engage customers in meaningful interactions that […]
I can’t think of a single company that couldn’t improve their customer relations and loyalty programs. True, there are amazing examples of world-class customer programs out there. From Zappos to Zingerman’s, there’s plenty to observe and emulate. But generally, I find that companies either completely under-invest in the customer side of marketing (vs. acquisition marketing), […]
No two customers are alike and neither is their path to purchase. Long gone are the days of the funnel where each and every prospects enters the buying process at the same stage and advances to the next in sequence until they make a purchase. The “path to purchase” is no longer a linear transition […]
Consistent, constructive communication is essential for any organization to achieve true client satisfaction and growth. Engaged relationships are at the root of loyal customers. One primary goal of ROI’s Client Success Team is to teach users how to best utilize their Customer Lifecycle Marketing platform, and encourage growth in their knowledge and understanding of the […]
This blog post is the second in a series of four on how customer lifecycle marketing works for marketers and organizations seeking to increase revenue and grow loyal customer relationships. Last week, I shared a marketing love story to help explain the difference between the traditional marketing approach and customer lifecycle marketing. This week, I’d […]