Customer Experience

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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 ...
  Customer Engagement, Customer Experience, Customer Relationships, Customer Satisfaction, Customer Service
• Using Subject-Line Symbols to Get Noticed
  "In sports, the best coaches find hidden talent to help propel their teams," writes Greg Zakowicz at the Bronto blog. "In email marketing, that means finding underused tactics." A perfect example of a ...
  Creativity, Customer Experience, Email Subject Lines
• Three Ways to Simplify the User's Buying Process
  According to the IBM Institute for Business Value, 60-65% of business leaders think users follow them on social media because they want to be part of a community. But that ...
  Customer Engagement, Customer Experience, Web Content, Website Design
• 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 ...
  Customer-Centric, Customer Engagement, Customer Experience, Customer Loyalty, Customer Relationships, Customer Satisfaction
• Three Ways to Develop Customer Evangelists
  How do we love customer evangelists? Let us count the ways. "Your evangelists are passionate, loyal, and thrilled to recommend you," writes Alex Goldfayn at Mashable. "They are communicators—when it ...
  Customer Engagement, Customer Evangelists, Customer Experience, Customer Loyalty, Customer Relationships
• 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 ...
  Customer-Centric, Customer Experience, Customer Relationships, Customer Satisfaction
• The Danger of Robotic Lead-Nurturing Email Campaigns
  If your company operates in the B2B sphere, there's a good chance your lead-nurturing program includes email campaigns with triggered messages. But if those messages are too robotic, warns Ardath Albee, they might ...
  Customer Experience, Email Campaigns, Lead Nurturing
• Four Tips for Turning a Website Design Into a Brand Experience
  Small businesses can learn lots from design firm Method's socially appealing philosophy. Case in point: Method's Interaction Design Director Ben Fullerton recently wrote an eloquent article for Fast Company about turning ...
  Branding, Customer Experience, Website Design
• Three Tips for Getting Your Product on a Major Retailer's Shelves
  You have a solid brand, a great product, and you'd like to see your stuff on the shelves of major retailers. But how do you achieve this goal? Typical strategies ...
  Brand Awareness, Brand Positioning, Customer Experience, Positioning, Sales
• How Well Do You Know Your Customers?
  You do just what a good marketer is supposed to do: using research, you create targeted campaigns with relevant messages and excellent value. And yet, your customers don't respond. So ...
  Customer Behavior, Customer-Centric, Customer Experience, Customer Relationships
• Three Tips for a Memorable Smartphone App
  When you introduce a new smartphone app, you're asking your clientele to interact with your brand in an unfamiliar way. So how do you encourage early adoption among your best ...
  Brand Loyalty, Customer Experience, Smartphones
• Five Tips for Creating a Productive Subscriber Experience
  "[F]or most messages," writes Carolyn Kopprasch at the Emma blog, "email is just a starting point for a customer who will then go on to purchase, donate, share, comment, or ...
  Copywriting, Customer Experience, Email Marketing
• The Importance of the Right Offer in Lead Generation
  According to Dan McDade, the foundation of any lead generation program is the right offer—one that intelligently addresses a prospect's real problems. "When you fully understand their pain points and ...
  Copywriting, Customer Experience, Lead Generation
• How to Keep the Subscribers You Already Have
  The growth of a substantial email list doesn't just happen; it takes time, energy and money. But all that effort goes to waste if your campaigns don't continually engage hard-won ...
  Content, Customer Engagement, Customer Experience, Email Marketing
• Three Ways to Avoid Disastrous Customer Service
  "The company clearly understood the market," writes Barbara Bix at MarketingProfs. It had created a new product with all the right features and benefits, one that was earning rave reviews ...
  Customer Experience, Customer Relationships, Customer Service, Management
• Why Surprising and Delighting Customers Isn't Enough
  "As much as creative marketing and promotions can help a product, service, or company stand out," writes Linda Ireland at the MarketingProfs Daily Fix blog, "it always comes down to ...
  Customer Behavior, Customer Evangelists, Customer Experience
• Five Ways to Handle Negative Comments
  Whether bad-mouthing a product via Twitter or leaving a scathing review on Yelp, unhappy customers—or mischievous competitors—can and will sully your business, often through anonymous accounts. "While brand-bashing is nothing new," ...
  Community, Customer Experience, Customer Relationships, Marketing Tips
• How to Sift Through Unintentional Lies
  When you ask for feedback on a proposed innovation, writes Scott Anthony at Harvard Business Online, sit back and brace yourself for one lie after another from your stakeholders. They ...
  Community, Customer Experience, Marketing Tips
• Quick Tips for Transforming Your Enterprise Into a People-Pleaser
  The Temkin Group's Bruce Temkin has a six-step philosophy for pleasing users. "The trick to getting customer experience right," he notes in an article at 1to1 Media, "is simply to ...
  Customer Experience, Marketing Tips, Social Media
• Four Ways to Enchant Your Customers
  "I love to do business with small businesses—in-store, online, for myself, for others, for pleasure, for work—it doesn't matter to me," writes Guy Kawasaki at his eponymous blog. Based on ...
  Customer Experience, Marketing Tips, Small Business