Customer Service: How-to articles covering the latest marketing tactics, tips, and strategies.
The No-BS Formula for Customer Service That Doubles as MarketingSteve HartertYour 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 ...
Unanswered Calls: The Plague of Paid Search ROI [Infographic]Laura ForerPaid 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 ...
To Bot or Not to Bot? [Infographic]Laura ForerChatbots 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.
Customer Relationships in the Age of Technology [Infographic]Laura ForerTechnology 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.
How Chatbots Can Help Your E-Commerce [Infographic]Laura ForerChatbots can be helpful in guiding both B2C and B2B customers through their buying paths. Check out how chatbots can assist in your e-commerce strategy.
The State of Chatbots in 2018: Top Benefits and ChallengesAyaz NanjiConsumers say the primary benefit of chatbots used by brands for customer service is their 24-hour availability, according to recent research from Drift, SurveyMonkey Audience, Salesforce, and mycleve.
The Other Side of Retail: Post-Holiday Returns and Exchanges [Infographic]Laura ForerIf you own an ugly sweater store, you're used to post-holiday returns. But what can other retailers do to prepare for the onslaught of customers who want to exchange, return, ...
#SocialSkim: Facebook vs. 'Engagement Bait'; Amazon vs. YouTube: 11 Stories This WeekChristian NeriFacebook's war on engagement bait; Amazon just trademarked AmazonTube; Snapchat is teens' favorite; Twitter makes business direct messaging more personal; make your own Snapchat Lenses; 2018 marketing predictions from LinkedIn; ...
Three Steps to Providing Stellar Customer Experiences In-Store [Infographic]Laura ForerAs we approach the holiday season and shoppers head into malls and stores, keeping up customer service becomes extra important. Here's how you can make sure your store provides service ...
Why Consumers Call Out Brands on Social MediaAyaz NanjiNearly half (46%) of consumers in the United States say they have used social media to publicly call out brands for bad behavior or poor service, according to recent research ...
Customer Service: Podcasts containing in-depth interviews with smart marketers from all walks of life.
Chief Customer Officer 2.0: Author Jeanne Bliss on Marketing Smarts [Podcast]by Kerry O'Shea GorgoneCustomer experience expert and best-selling author Jeanne Bliss shares tips for creating a customer-centric organization and discusses her new book, Chief Customer Officer 2.0.
Your Customer Service Needs Some Serious Help: 'Hug Your Haters' Author Jay Baer on Marketing Smarts [Podcast]by Kerry O'Shea GorgoneFully 80% of companies say they deliver outstanding customer service, but only 8% of their customers agree. Hug Your Haters author Jay Baer shares the secret to winning customer loyalty and turning haters into brand advocates.
True Blue Customer Devotion: JetBlue's Marty St. George on Marketing Smarts [Podcast]by Kerry O'Shea GorgoneJetBlue's executive vice-president of commercial and planning, Marty St. George, shares the secrets to the airline's success in using social media for customer service.
Turn Customers Into Zombie Loyalists: Peter Shankman Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneAuthor and entrepreneur Peter Shankman discusses his book, Zombie Loyalists, and the surprisingly simple approach that turns customers into loyal, passionate brand advocates.
The New Rules of Sales and Service: David Meerman Scott Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneBest-selling author, speaker, and marketing expert David Meerman Scott discusses the radical change underway in sales and customer service, and shares tips for how businesses can succeed under these new rules.
Three Customer Service Lessons From Dave 'United Breaks Guitars' Carroll on Marketing Smarts [Podcast]by Matthew GrantDave Carroll is the man whose guitar United broke. He joined us to discuss his book, titled United Breaks Guitars, about the experiences that led up to his now famous music video, lessons he learned along the way about social ...
Nice Companies Make More Money: Andy Sernovitz on Marketing Smarts [Podcast]by Matthew GrantGetting people to talk about your company in a positive way is far simpler than you think. In the end, it's as obvious as being nice or providing thoughtful customer service. The problem is that many companies fail because they ...
Customer Service: Online seminar broadcasts from the best minds in marketing
- How to Harness User Experience as Your Secret Marketing Weaponwith Jon-Mikel BaileyIn this Teach Me How seminar, you'll learn how to identify your customer's current online experience and how you can make it unforgettably delightful. You'll leave with tools and tips to ensure every interaction your customer has is so positive that they can't wait to return.
- How a Well-Run Customer Advisory Board Can Help Your Company Collect Corporate and Product Feedback to Expand Revenuewith Eyal Danon, Gavin NathanIn this PRO seminar, you'll learn the essential elements for creating and managing a world-class CAB program. You'll learn how to set up a customer advisory board, how to run effective in-person and remote meetings, and how to turn those meeting insights into actions that will help you retain customers and positively impact your bottom line.
- Hug Your Haterswith Jay BaerIn this PRO seminar, you'll find out why you need to hug your haters and embrace complaints. We'll share specific frameworks for answering them, tips on how to handle trolls, why you need to answer every complaint, in every channel, every time, and more. You'll leave with actionable advice and tactics to keep your customers and grow your business.
- Create Meaningful Experiences for Your Brandwith Brian SolisIn this PRO seminar, Brian Solis shares why great products, creative marketing, and delightful customer service are no longer enough to win customers. We'll explain why the future of business is experiential and show you how to create and cultivate meaningful experiences.
- 10 Skills Every Marketer Needs to Enhance the Customer Experiencewith Larry Weber, Lisa Leslie HendersonIn this PRO seminar, you'll learn how customer experience leaders are using an expanded marketing toolkit to build a competitive advantage, one interaction at a time. You'll walk away with 10 skills that will help you provide a game-changing customer experience including analytics, marketing automation, website personalization, private and public social community building, and more.
- Engaging with Customers 140 Characters at a Timewith Scott MontyTwitter can be a very difficult platform to master. It takes time, practice, patience, and gumption. In this PRO seminar, you'll learn how to effectively take advantage of this social platform in a way that will yield positive results for your brand.
- How to Become a Social Business: Your Framework for Successwith Sandy CarterIn this seminar, Sandy Carter of IBM will share how you can create your own social business agenda for greater competitive advantage. You'll discover how to use social tools to create new opportunities for growth, innovation and productivity across the business network—employees, customers and partners.
- How to Strengthen Customer Experience on Four Social Media Platformswith Linda IrelandLinda Ireland leads this PRO seminar covering what customers expect from businesses on four social platforms, and how to create platform-specific strategies to get the most out of these online interactions.
- Brand Detractors and Brand Evangelists: How to Connect with Influential Citizen Marketerswith Jackie HubaHeard of sneezers? These are the folks talking about your brand that you want to reach. Here's how.
Customer Service: Tutorials - tactical marketing know-how in just 10 minutes from subject matter experts
- Take 10: Improve Website Effectiveness With an Optimized Contact PageReleased on 10/7/2016 with Krista MillerIn just 10 minutes, you'll learn how to create a contact page that will grow your business. We'll show you how to optimize your page's content and layout to ensure your visitors feel comfortable reaching out to learn more about your business. You'll leave with tips you can put into action right away to increase your contact page's effectiveness.
- Take 10: Customer Engagement—How to Turn a Negative Into a PositiveReleased on 10/24/2014 with Jeannie WaltersIn just 10 minutes, you'll learn how to handle customer experience mishaps with finesse. You'll also learn how to create a greater level of brand trust and loyalty despite the customer issue, and ultimately, how to turn an unhappy customer into a loyal one.
- Take 10: How to Create an Emotional Connection with a CustomerReleased on 5/9/2014 with Christine M. BarneyIn just 10 minutes, you'll learn three easy steps to determine the type of brand you are, build your brand's reputation, and tune in to your customers' needs. Armed with this knowledge, you'll guarantee the customer experience matches the brand promise and turn fence-sitters into evangelists.
Customer Service: Marketing downloads for the busy professional
- Benchmark Survey: Marketing to HispanicsLink directly to the raw (aggregate) data in this 2006 survey of the ways companies are targeting their marketing efforts, and adjusting their business processes, for the lucrative Spanish-speaking segment. With access to the raw data, you can view the results, and even filter them to see how a subset of companies in your country or industry answered. In this way, you can interpret the data in the most meaningful way for your business.
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- The Role of Customer Empathy in the Future of Marketing by Michael Brenner
- How B2B Marketers Can Align With the Self-Directed Buyer Journey by Michael McLaren
- Close the Marketing and Sales Gap, and You'll Close More Deals by Helen Yu
- The Future of Marketing Organizations Post-Pandemic: Top 5 ... by Paige O'Neill
- How to Match Your Key Metrics to Your Content Goals by Kelsey Raymond