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- The next consumer powerhouse generation can be summed up in one letter: Z. Communicating with and marketing to this young audience of digital natives isn't easy. But it is possible—if you focus on their diverse subcultures. Here's how. more
- The path to brand attachment—one level up from brand loyalty—is long, winding, and challenging. And you can't skip ahead or take shortcuts. Here's how to get there in five strategic steps. more
Loyalty rewards have been around since the 1700s, but programs have changed dramatically due to innovations in technology and e-commerce. But have those changes advanced customer loyalty? Not necessarily. But these 10 best-practices, based on research, data, and experience, actually do produce results. more![When You Shouldn't Listen to Your Customers (And When You Should) [Infographic]](https://i.marketingprofs.com/assets/images/articles/lg/infographic-when-not-to-listen-to-your-customer-lg.jpg)
We've all heard the old chestnut: "The customer is always right." But what about when the customer isn't right? There are in fact times you should not listen to your customers. Here are some scenarios of when you should and shouldn't ignore customers. more
Customer lifecycle assessment is all about steady improvement—identifying weaknesses so you can eradicate them. The potential rewards of optimizing your customer retention process is so significant in the B2B world, you wouldn't want to give short shrift. Here's your action plan. more- "Customer participation" is sometimes used interchangeably with "customer engagement," but the former is so much more than the latter. In today's competitive business landscape, customer participation trumps customer engagement. Here's why the time to invest in customer participation is now. more
Although the phone remains the most used customer service channel by consumers, its appeal appears to be declining, according to recent research. See what other channels are being used and by which generations. more![A Small Business Guide to Facebook Chatbots [Infographic]](https://i.marketingprofs.com/assets/images/articles/lg/181213-infographic-facebook-chatbots-lg.jpg)
Small businesses have a reputation for being more personal than big corporations, but that doesn't mean that technology can't help. In fact, chatbots may be a way to give your customers even more customized attention than you could otherwise. Check out the infographic to see how. more![Net Promoter Score: What It Is and How It Can Help You [Infographic]](https://i.marketingprofs.com/assets/images/articles/lg/181126-infographic-net-promoter-lg.jpg)
Net Promoter Score helps you understand your overall customer relationships and plan referral marketing. Learn what NPS is, how it works, and why you might consider asking your customers that one important question. more![Why Customers Leave—and How You Can Keep Them [Infographic]](https://i.marketingprofs.com/assets/images/articles/lg/181022-infographic-why-customers-leave-lg.jpg)
One bad brand experience can turn even a loyal customer over to your competitors, so providing stellar service is a must. See how brands can better communicate with customers to encourage retention and loyalty. more- The assumption is that negative comments of rival fans hurt the involved brands--at least on the social media channels on which those comments and interactions take place. But is that really the case? more
Your customer service team is either helping you retain customers... or it's helping you lose them. By overcoming these three challenges of customer service, you can give your customers better experiences and outshine competitors. more![Unanswered Calls: The Plague of Paid Search ROI [Infographic]](https://i.marketingprofs.com/assets/images/articles/lg/180726-infographic-lg.jpg)
Paid search results that drive phone contact can have high ROI, but you won't see the results you want if your business is missing calls. Here are eight steps you can take to make sure you capture those valuable leads. more
If your data practices are GDPR-compliant, you don't have to worry, right? But marketing technologies and techniques that use consumer data for targeting and personalization can still put you in a bind. more![To Bot or Not to Bot? [Infographic]](https://i.marketingprofs.com/assets/images/articles/lg/180702-infographic-lg.jpg)
Chatbots are the way of the future, but they're helpful only if they're cost-effective. Check out this infographic to see how to calculate the ROI of your chatbot program. more![Are Chatbots a Good Idea for Your Business? [Infographic]](https://i.marketingprofs.com/assets/images/articles/lg/180611-infographic-lg.jpg)
When used well, chatbots can increase both profitability and customer satisfaction. Read on to learn how to implement them in a smart way that helps your business and your customers. more
Each touchpoint of interaction with your customers creates an opportunity for insight, improvement, and engagement. Here's a six-step process for measuring touchpoint effectiveness and identifying the touchpoints that matter most for a better customer experience. more
GDPR's new consent standards will compel marketers to do what they need to be doing anyway: get to know and serve their customers better. Here are four ways to transform restrictive processes into strategic customer-relationship opportunities. more
A good rewards program can increase sales, reduce discounts, and grow customer loyalty. Here's how to launch a strong program and encourage customer participation. more
Your email program is vital for turning one-time buyers into loyal customers. Here are some tips to make your emails effective in improving customer retention and encouraging loyalty. more![Customer Relationships in the Age of Technology [Infographic]](https://i.marketingprofs.com/assets/images/articles/lg/180329-infographic-lg.jpg)
Technology can actually help create meaningful human relationships between brands and customers—when it's used well. See how AI, chatbots, and more can produce better customer experiences and relationships. more![Bitcoin Basics: A Brief History [Infographic]](https://i.marketingprofs.com/assets/images/articles/lg/180406-infographic-lg.jpg)
As marketers start to explore how to use Bitcoin and other cryptocurrencies, here's a primer on what exactly Bitcoin is, how mining works, and how the future of cryptocurrencies could be threatened. more
Webinars offer a perfect platform to engage and train your B2B customers. See how to make them interactive and offer value to your attendees. more
Personalization is a powerful marketing tool, but with great power comes great responsibility. Misusing personalization can diminish consumers' trust in a brand. Here's how to be transparent and effective. more![How to Promote Loyalty Rewards Programs [Infographic]](https://i.marketingprofs.com/assets/images/articles/lg/180322-infographic-lg.jpg)
Creating a loyalty program is just a first step to customer engagement—you also must promote and maintain the program to keep customers excited and engaged. Here are some simple ideas to do that. more
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