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  • 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.

  • 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.

  • "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.

  • Most owners of small and midsize businesses (SMBs) say they work for more than three hours on the weekend and check business-related emails, calls, and texts during their free time, according to recent research from GetResponse.

  • Your company probably has some social media presence. But if you're not incorporating it into your strategy for marketing to customers, you're missing out. to expand your customer base, keep current customers engaged, and increase profits, take steps to build a social media marketing plan.

  • 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.

  • Most US adults say brands should respond to consumers' comments on social media within a day, according to recent research from Clutch.

  • Business that rank among the top 3 in Google's local search results tend to have more reviews and a slightly higher average star rating than businesses that rank in the fourth through tenth positions, according to recent research from BrightLocal.

  • 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.

  • Singer-songwriter and "Nashville Star" alum Jimmy Charles joins Kerry O'Shea Gorgone of MarketingProfs to discuss building an entertainment brand today, the importance of giving back, his work as spokesperson for ZERO: The End of Prostate Cancer, and his new nonprofit organization to support cancer patients: I Am Not Alone.

  • Marketers and brands can benefit from a deeper understanding into how the brain drives human behavior and how emotions influence the body. Use these six neuroscience principles to supercharge your marketing and advertising campaigns.

  • 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.

  • Consumers are in a spending mood, and retailers should be paying attention. By planning ahead, brands can encourage purchases now and also set themselves up for more business in the long run.

  • 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.

  • 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?

  • Jay Baer and Daniel Lemin share insights from their new book 'Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth.'

  • Companies rarely seek direct input at high volumes about purchasing behavior and experiences from the people who know it best: current, happy customers and former, not-so-happy customers. But why oh why?! Nobody knows more about the value or broken promises of products or services than the people who buy them. Here's your very own Voice of the Customer starter kit. Open it up!

  • Content strategist, B2B Marketing Forum speaker, and author Jon Burkhart explains how brands can use constant curiosity to create "firecracker moments" for customers. He also shares the secret to knowing when to engage in real-time marketing.

  • Creating personalized content that communicates value is the key to reaching customers in today's complex marketing landscape. Here are three things you need to know.

  • Heike Young of Salesforce and Hilding Anderson of Publicis.Sapient share some surprising findings from new research on what shoppers want, based on a survey of 6,000 consumers and 1.4 billion e-commerce visits.