Customer Relationships

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• Case Study: How a Company's Word-of-Mouth Strategies and Customer Focus Helped Grow Its User Base 150%Kimberly Smith
  Small businesses need all the TLC they can get. Billing and invoicing online-solution provider FreshBooks knows that better than most. Its customer-centric focus is so fresh and refreshing, word-of-mouth has ...
• Frankly, You Just Scare Me
  Uh-oh. Just when you thought e-commerce might survive these dreary days, a new report comes along that says online merchants didn't do nearly as well last year as they could ...
  Customer Behavior, Customer Relationships, E-Commerce, Pricing, Website Design, Websites
• Five Questions to Ask Before You Hit SendDoug Stern
  Some businesses opting for digital instead of print do it because they've gone green. Others want to harness the internet's speed, reach, and other capabilities. The rest like the convenience ...
  Customer Behavior, Customer Engagement, Customer Relationships, Email Marketing, Marketing Tips, Writing
• In a Tough Economy, Go to Battle for Your CustomersJ. Mark Carr, Karl Gustafson
  Decision-makers who are worried over the stability of their company's finances should remember one simple truth: The source of your business's cash flow is your customer base. What all of this ...
  Customer Acquisition, Customer Relationships, Customer Service, Economic Crisis, Measurement, Segmentation
• The Easy Way to Slice and Dice
  Even a small company can benefit from email messages tailored to a recipient's specific wants and needs. "Using segmentation," says Michael Clark in an article at MarketingProfs, "customers only get ...
  Customer Behavior, Customer Relationships, Email Marketing, Segmentation, Small Business, Surveys
• Five Ways to Supercharge Your Mobile MarketingIain McCready
  At this year's Consumer Electronics Show (CES), the Consumer Electronics Association announced it expects mobile phone unit sales in 2009 to grow some 31 percent in North America, with global ...
  Brand Positioning, Customer Engagement, Customer Relationships, Marketing Tips, Mobile Marketing, SMS, Word-of-Mouth
• Case Study: How Mobile Text Marketing Is Increasing Ancillary Revenues, Room Upgrades, and Customer LoyaltyKimberly Smith
  Cutting-edge customer service that relies on mobile texting has helped an alliance of hotels to retain customers among the thinning number of business travelers—and avoid disaster during the economic downturn. ...
• Think Ahead While Cutting Back: Marketing Priorities in a RecessionPat LaPointe
  Where do marketers turn once all the fat has long since been trimmed and all that's left is muscle and bone? And how do we break the downward spiral of ...
  Brand Positioning, Collaboration, Customer Relationships, Management, Marketing Budgets, Measurement, Recession, Value Propositions
• Don't Make This Harder Than It Is
  "I am still unsubscribing from lots of emails in an email account that I no longer wish to use," writes Tamara Gielen in a post at BeRelevant!  "While doing so, I've ...
  Customer Experience, Customer Relationships, Email Marketing
• Tell Me More, Tell Me More
  Under normal circumstances, Dylan Boyd believes email copy should be clear and concise. He explains his straightforward rationale in a post at the Email Wars blog: "[I]f I get 500-700 ...
  Customer Relationships, Email Marketing, Writing
• How Hyundai Uses Behavioral Segmentation to Take the Bull by the Horns and Send the Bear PackingMichael Barr
  Hyundai took the bull by the horns in this bear market and scored big. It used behavioral segmentation to identify what was keeping prospects from buying and then developed a ...
  Customer Acquisition, Customer Behavior, Customer Relationships, Segmentation, Targeting
• GM's Biggest Strategic BlunderDavid A. Aaker
  GM's CEO, Rick Wagoner, has opined that the automaker's biggest blunder was to walk away from the electric car. But GM's biggest strategic blunder might have been its failure to view ...
  Customer Behavior, Customer Experience, Customer Relationships, Marketing Strategy, Sales
• Get Your Goat
  In a video post at the Church of the Customer Blog, Jackie Huba and Ben McConnell use the example of a goat-milk carton (that's right: a goat-milk carton!) to underscore ...
  Customer Engagement, Customer Relationships, Marketing Inspiration
• Get Those Happy Customers Yakkin'
  "[M]any companies hesitate to launch customer case studies because they worry about imposing on their best customers," say Barbara Bix and Olga Taylor in an article at MarketingProfs. "To their ...
  Case Studies, Customer Relationships, Small Business
• The Art of Courtship
  Some email marketing practices should always be avoided. "There are a hundred ways to skulk around, to collect email addresses, to write clever privacy policies or to argue about whether ...
  Customer Relationships, Email Marketing
• I Just Came to Hang Out
  "Social media, like any new marketing channel, is a sticky slope for B2B marketers," says Justin Hitt in a recent blog. "I personally prefer keeping social media 'business social' rather ...
  B2B Marketing, Customer Relationships, Market Research, Social Media
• Know How to Hold 'Em
  "It probably comes as no surprise," say Kara Trivunovic and Andrew Osterday in an article at MarketingProfs, "[that] the process of acquiring new customers comes with one of the higher ...
  Brand Loyalty, Customer Acquisition, Customer Relationships, Email Marketing
• Sometimes, Less is More
  When your subscribers cut back on spending, you might be tempted to compensate for lost revenue by stepping up your email campaigns. But be forewarned: It's a potentially hazardous strategy. ...
  Customer Relationships, Economic Crisis, Email Marketing
• I Resolve to Treat You Right
  Cost-effective, and just plain effective, email communications are quite possibly the one sure thing to cling to in the current downturn. So, are you treating them—and your subscribers—right? In a ...
  Customer Relationships, Customer Service, Email Marketing
• Another Email? Great!
  "In the holiday email season of 2008, retailers turned up the gas on their email campaigns, hoping to salvage what was predicted to be a flat or down consumer spending ...
  Customer Relationships, Email Marketing, Targeting