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10 Critical Actions for Enhancing Customer Loyalty: The Case of Travel CompaniesTed Wham
The time has come for air travel and hospitality brands to address an existential threat to the travel industry: Customer loyalty has all but vanished.
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A Century of Marketing Media and Measurement: The Evolution of the 'Growth Hacker' [Infographic]Verónica Maria Jarski
To demonstrate how marketers have adapted to media innovations through the last century and developed measurements for them, IfbyPhone created the following infographic about the evolution of the "growth hacker" ...
Advertising,
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Websites
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Want to Slash 50% Off Your Marketing Budget? Try Being Nice...Peter Shankman
In the '80s, in the days of Michael Milken and Gordon Gekko, the rule on the street was "eat your young." Nice guys finish last. Hold your information. Keep the ...
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Social Media for Customer Service: Just Do It!Andrew Bart
Social media is quickly changing what's expected in today's customer service world. But many companies are still struggling to find a way to fit it into their customer service ...
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Five Complainer-Customer Personas and the Role of Social Media [Plus an Infographic]Susan Marshall
Consumers are using social media to interact with brands, but most customer complaints and comments there remain unanswered. Big mistake! You must deal with these five types of complainers on ...
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The Post-PC Revolution [Infographic]Verónica Maria Jarski
Google estimates that by 2013 more people will use mobile phones than desktops PCs to go online. After gathering research about the migration of PC users to mobile, Moovweb created ...
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Five Online Shoppers Ruling the Holiday Interwebs [Infographic]Verónica Maria Jarski
Shoppers plan to spend $92-$96 billion online during the 2012 holiday season. To help brands understand how to reach those online shoppers, Maxymiser created this infographic of five online-shopper personas.
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Most Valuable Global Brands: Coca-Cola, Apple, and IBM
Coca-Cola, Apple, and IBM became the three most valuable brands in 2012, according to Interbrand's 13th annual Best Global Brands report. Coca-Cola retained its No. 1 position from the 2011 ...
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Is Bad Service Good Business?
Every small business makes compromises on a daily basis. Adding something here means subtracting something there. But does it ever make sense to cut back on the customer experience? Can ...
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Mobile Users More Satisfied With Tablets Than Smartphones
Overall, mobile users appear to be more satisfied with their tablets than their smartphones, with Apple's iPad ranking highest in tablet consumer satisfaction (scoring 8.8 on a scale of 1 ...
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Brands Derive Tactical and Strategic Gains From Integrated Marketing
Marketers who have adopted multichannel marketing practices are reporting solid business benefits across key metrics, including shorter sales cycles and higher ROI from marketing investments, according to a report conducted ...
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Use Empathetic Marketing to Win Customers
We're living in an age of post-Recessionary caution. "[T]oday, most consumers have to be careful with their spending and only a strongly demonstrated understanding of their feelings and life/business circumstances ...
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Five Ways to Deliver a Great Customer Experience
You might think of customer experience as a synonym for brand positioning or brand experience. But Christine Mauro says it's much, much more. "In reality, customer experience is the result ...
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Boomers Lead the Pack in Creating Positive UGC
Every generation contributes to the global conversation around brands, products, and services; however, Baby Boomers (those now age 47 to 65) are overrepresented in their share of online feedback, according ...
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Four Ways to Get Too Much Word-of-Mouth [Slide Show]Christian Gulliksen
Does your business suffer from too much positive word-of-mouth? Seems like a nice problem to have. If you want your customers singing your praises over and over again, here are ...
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Integrate Social to Inform Product Development and StrategyGeoff Livingston, Gini Dietrich
Are you using social media to fuel product strategy and development? Learn why social can be an effective research tool, and how three forms of social listening can help inform ...
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Easier Product Returns Offer Big Opportunities for Retailers
Asked which aspects of e-tail shopping they'd like retailers to improve, 58% of online shoppers cite free or discounted shipping, while 42% cite ease of returns and exchanges and 38% ...
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Three Tips for Keeping Customers Happy With Stellar Service [Slide Show]Christian Gulliksen
Happy customers are your best customers. They spread the word about you, and give you repeat business. Learn the key traits customer-focused companies possess that keep customers happy—and coming back ...
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Four Steps to Take When You Lose a Big Client
Sometimes rotten things happen to good B2B companies—such as when a major client drops you during an economic downturn. (Sound familiar?)
But every crisis carries a few good lessons with it, ...
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Why a Silent Customer Can Be Deadly
Never assume a customer who doesn't complain is a happy customer. According to a Bain & Company survey, major companies typically lose half of their customers over a five-year ...
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