Customer Relationships: How-to articles covering the latest marketing tactics, tips, and strategies.
Is Your On-Hold Audio Irritating Customers? Three Don'ts and Five Do'sPeter LinnBeing on hold on the phone is probably one of the most attention-focused customer touchpoints there is. It can have a huge impact on how your customers feel about your ...
Three Ways to Make Your Phone Presence a Key Driver in Your Marketing MixTristan BarnumThe voice channel is not going away any time soon, so spend time considering your options and planning, and be strategic about the branding and marketing opportunities your phone presence ...
Top 5 Keys to Customer RetentionMike SaldiMaximizing the lifetime value of your customers is central to maximizing the value of your business. Companies sink or swim based on their ability to retain customers.
Best-Practices for Developing a B2B Online Review ProgramVinay BhagatOnline reviews appear in search results when people are evaluating your product or service, and professionals regularly frequent review sites when searching for solutions.
Stop Isolating Customer Insights: Five Ways to Design the Customer Into Your CompanyJulie Wittes SchlackIn the emerging sharing economy—modeled on collaborative creation and consumption—you can't effectively "create customers" without a deep, empathetic, and evolving understanding of their aspirations, challenges, and needs.
B2B and UGC and Three Success StoriesDan KimballUGC-enabled marketing is no longer a fad; it's become a core part of modern marketers' toolkit. A closer look into UGC benefits, applicability to B2B, and a few key examples ...
How to Build Customers' Trust and Boost Online Sales [Infographic]Verónica Maria JarskiThe biggest reason online shoppers abandon their shopping carts is lack of trust. Here are some tips for boosting your customers' trust.
The Evolution of SEO? Customer Experiences as ContentJan Vels JensenYour customers' experiences with your brand have the potential to turn them into your advocates who take the message of your company and products and deliver it for you—online and ...
Humanize Your Brand Messages With Mindset SegmentationKellie CummingsWhen you understand your customers' personal aspirations and fears, you can craft emotionally relevant brand messages that humanize your brand and help you communicate more authentically.
Five Key Metrics You Need to Create a Customer-Centric CompanyLaura PattersonTo ensure a customer-centric vision takes root in your marketing organization, you need to establish clear metrics that are linked to the company's strategic, operational, and financial goals.
Customer Relationships: Podcasts containing in-depth interviews with smart marketers from all walks of life.
True Blue Customer Devotion: JetBlue's Marty St. George on Marketing Smarts [Podcast]by Kerry O'Shea GorgoneJetBlue's executive vice-president of commercial and planning, Marty St. George, shares the secrets to the airline's success in using social media for customer service.
How Happy Employees Make for Better Marketing: Chris Reimer on Marketing Smarts [Podcast]by Kerry O'Shea GorgoneChris Reimer, social media strategist and author of the book Happywork, talks about the profit potential in positivity—and why managers should care whether their workers are happy.
Use Data, Experiences to Create Lifetime Customers: Sitecore's Lars Petersen on Marketing Smarts [Podcast]by Kerry O'Shea GorgoneLars Birkholm Petersen, author and global director of business optimization services at Sitecore, explains how brands can use data to create connected customer experiences across channels. He shares insights from the book Connect: How to Use Data and Experience Marketing ...
Turn Customers Into Zombie Loyalists: Peter Shankman Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneAuthor and entrepreneur Peter Shankman discusses his book, Zombie Loyalists, and the surprisingly simple approach that turns customers into loyal, passionate brand advocates.
Making Connections in B2B Marketing: Uthpala Kumara Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneAviation and hospitality industry marketer Uthpala Kumara of JKCS offers insights into building relationships in B2B industries with long, complex buying cycles.
Brand Attachment: Larry Vincent Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneLarry Vincent, founder and executive director of The Brand Studio at United Talent Agency, discusses brand attachment, including how marketers can use it to predict buying behavior.
The Digital Crown: Author Ahava Leibtag Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneContent strategy expert and author Ahava Leibtag shares practical tips for helping your organization develop a content marketing strategy.
The Trouble With Half-Truths: 'Spin Sucks' Author Gini Dietrich Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneNoted communication professional, speaker, and "Spin Sucks" author Gini Dietrich explains how lying or "spinning" damages brands in the long run, and how to take an ethical approach to PR that drives positive business results.
Social Selling and the Modern Buyer: Jill Rowley Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneJill Rowley issues a clarion call for salespeople to embrace social selling, or risk losing out as modern buyers increasingly direct their own journey.
The Language of Brand Love: Loveworks Author Brian Sheehan Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneAuthor Brian Sheehan discusses his latest book "Loveworks," the characteristics of beloved brands, and how you can create a "sensual experience" for your prospects and customers.
Customer Relationships: Online seminar broadcasts from the best minds in marketing
- How to Build a Thriving Brand CommunityBroadcast on 11/20/2014 with Dorothéa Bozicolona-VolpeIn this PRO seminar, we'll share the essential components for building and maintaining an online community, and how to get buy-in from your organization to get started.
- H2H: Learn to Speak Human, Share Human, and Market HumanBroadcast on 10/23/2014 with Bryan KramerIn this PRO seminar, we'll explore why and how marketing communications need to be adjusted to exude the same simplicity, empathy, and imperfection that exist in human nature. We'll uncover why so many marketers struggle to truly connect with people via social media, and provide you with tips to really connect with people on a human level.
- The Art of Retention: How to Create Customers for LifeBroadcast on 7/17/2014 with John MorganIn this PRO seminar, you'll learn how to implement key strategies that will increase brand loyalty with your current customer base, so you don't have to constantly chase down new prospects. You'll walk away with an action plan to ensure your customers look forward to doing business with you again.
- MarketingProfs University: Talk Savvy—Smart Communication for a Social WorldBroadcast on 6/12/2014 with Amber NaslundIn this PRO seminar, you'll get an insider's look at what's changed, find out what truly great online communication looks and feels like, and learn how to ensure you're "talk savvy" in today's constantly shifting social web.
- 10 Skills Every Marketer Needs to Enhance the Customer ExperienceBroadcast on 6/5/2014 with Larry Weber, Lisa Leslie HendersonIn this PRO seminar, you'll learn how customer experience leaders are using an expanded marketing toolkit to build a competitive advantage, one interaction at a time. You'll walk away with 10 skills that will help you provide a game-changing customer experience including analytics, marketing automation, website personalization, private and public social community building, and more.
- The Audience ImperativeBroadcast on 11/14/2013 with Jeffrey K. RohrsThis PRO seminar will give you a clear understanding of the principles of proprietary audience development and a leg up on the competition who remain wholly dependent on renting audiences from others.
- Social Success: Tips for Integrating Social Media Into Your Marketing MixBroadcast on 11/7/2013 with Harry GoldThis PRO seminar will walk you through the practical steps you need to take to truly integrate social media into your marketing mix.
- Take on the World: Compete Globally with Customer Experience ManagementBroadcast on 10/17/2013 with Liz HighThis PRO seminar is not just relevant for the global marketer, as you'll also learn how customer experience innovation in one market propels a company's competitiveness and growth across the globe.
- Leveraging Data-Based Marketing to Find and Win the Invisible SaleBroadcast on 9/26/2013 with Tom MartinIn this PRO seminar, you will learn how to counter this new reality. We will discuss a detailed strategic and tactical framework that you can use to help these invisible buyers create trackable online buying signals that your sales teams can leverage to shorten the sales cycle and improve conversion rates.
- Supercharge Your Brand: How Companywide Empowerment Drives Social Media AdvocacyBroadcast on 9/12/2013 with Susan Emerick, Chris BoudreauxIn this PRO seminar, you'll learn how empowering your employees, customers and partners to use social media to drive engagement, create meaningful customer relationships and engage in real-time conversations can help increase your brand awareness and revenues, while decreasing your marketing, sales and customer service costs.
Customer Relationships: Tutorials — tactical marketing know-how in just 10 minutes from subject matter experts
- Take 10: Customer Engagement—How to Turn a Negative Into a PositiveReleased on 10/24/2014 with Jeannie WaltersIn just 10 minutes, you'll learn how to handle customer experience mishaps with finesse. You'll also learn how to create a greater level of brand trust and loyalty despite the customer issue, and ultimately, how to turn an unhappy customer into a loyal one.
- Take 10: Get Personal—How to Make a Physical Connection in a Digital WorldReleased on 9/12/2014 with Brian BlakeIn just 10 minutes, you'll learn how to reach through the screen and touch your digital audience. These tactical tips will teach you how to create a long-lasting impression that truly counts and impacts your business.
- Take 10: Three Simple Steps to Identify Your Buyer PersonasReleased on 3/28/2014 with Jon-Mikel BaileyIn just 10 minutes, we'll take a look at some fun and effective ways to gain a deeper understanding of your audience (a.k.a. your "buyer personas"), and together, we will learn how to develop yours!
- Take 10: Three Ingredients That Turn Engagement Into Measurable Business ResultsReleased on 11/22/2013 with Rachel HappeIn just 10 minutes, you'll learn how to build a successful engagement strategy that will help shape your business and bring in the results you need.
- Take 10: Six Ways to Build a Trusted BrandReleased on 5/10/2013 with John MorganIn just 10 minutes, you'll learn six tips that will help you become a trusted brand with loyal customers!
- Take 10: How to Motivate Your Customers to Take ActionReleased on 3/15/2013 with Ruth P. StevensIn just 10 minutes, you'll learn how to communicate best with your customers and motivate them to take action.
- Take 10: How to Create a Customer Advocate ProgramReleased on 10/19/2012 with Michael BritoIn just 10 minutes, you'll learn how to create customer advocates and how to leverage them in a way that will help your bottom line!
- Take 10: How to Convince People to Take Action for Your CauseReleased on 3/30/2012 with Katya AndresenIn just 10 minutes, you'll learn how to make your cause stand out by making it relatable; compelling donors to take action.
- Take 10: How to Integrate Social Media Into Your Daily RoutineReleased on 3/23/2012 with Beth SchillaciIn just 10 minutes, you'll learn how to integrate social media into your marketing mix effectively by working it into your daily routine.
- Take 10: Using Email to Nurture Your Leads on a BudgetReleased on 3/16/2012 with Christine B. WhittemoreIn just 10 minutes, you'll learn how to effectively nurture your leads via email without breaking the bank.
Customer Relationships: Marketing downloads for the busy professional
- Influencer Marketing Success StoriesInfluencer Marketing Success Stories features 13 companies that have leveraged the influence of outspoken opinion-makers and ordinary online reviewers to achieve their marketing objectives. With examples including Forbes Digital and Virgin America, this new Case Study Collection will show you how use influencer to boost brand awareness, introduce new products, increase sales, and more.
- Mobile Marketing Success StoriesMobile marketing campaigns can be inexpensive, easy to execute, and very profitable. See how 8 B2B and 11 B2C companies are using SMS, mobile websites, mobile ads, Smartphone applications, and Bluetooth marketing to achieve huge results.
- Email Success Stories: How 11 companies are pushing the (electronic) envelopePropel your email marketing efforts beyond the subject line. Read Email Success Stories: How 11 companies are pushing the (electronic) envelope to learn how to convert your emails into money-making machines.