Customer Satisfaction

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• 10-Step B2B Customer Satisfaction Survey Pre-Survey ChecklistJohn Coldwell
  The better you plan your B2B customer satisfaction survey, the more you'll get out of it. Done properly, the survey should be a significant source of additional revenue rather than ...
  B2B Marketing, Customer Insight, Customer Relationships, Customer Satisfaction, Data, Market Research, Measurement, Net Promoter, Research, Survey Data
• The Best Social Media Management Software [Infographic]
  How does the social management software you use compare with the ones receiving the best reviews? Find out the rankings of 13 social media management products in the following infographic.
  Community, Customer Experience, Customer Insight, Customer Satisfaction, Facebook, Google, Management, Social Media, Twitter
• Why Native Engagement Is a More Effective Approach to Native AdvertisingJohn Federman
  Concerned about turning consumers off with native advertising? Then consider native engagement, which provides an active experience rather than a passive reading of sponsored content.
  Advertising, Content, Customer Engagement, Customer Relationships, Customer Satisfaction, Digital Marketing, High-Tech Marketing, Sales and Advertising, Websites
• Customer Service Trends: People Prefer Phone Support, Companies Slow to Respond in EveningsAyaz Nanji
  An analysis of support interactions across the globe found that 91% of customers are satisfied with service provided via telephone, and chat has the second-highest customer satisfaction rate (85%), followed ...
  Customer Satisfaction, Customer Service, Research Summaries
• You Are Annoying Your Customers. Do You Know Why?Gavin Jocious
  From social media to retargeting ads, marketers continue to add new communication channels, and with each one we add the ability to sell but we also increase our ability to ...
  Customer-Centric, Customer Experience, Customer Relationships, Customer Satisfaction
• Most Valuable Global Brands: Apple, Google, and Coca-ColaAyaz Nanji
  For the first time in the history of Interbrand’s 100 Best Global Brands report, there is a new No. 1 brand: Apple.
  Brand Equity, Brand Loyalty, Brand Management, Brand Positioning, Branding, Customer Satisfaction, Research Summaries
• How to Drive Conversion Rate by Understanding Visitor Intent: Article 3 of 4Sean Ellis
  Understanding visitor intent is at the heart of conversion rate optimization. How do you effectively harvest intent-related information from the Internet?
  Customer Acquisition, Customer Behavior, Customer Satisfaction, Market Research, Net Promoter, Websites
• Five Tips for Creating Customer Relationships That Drive SalesTom Cates
  Strong customer relationships drive sales, sustainability, and growth, especially in today's economy. Regardless of your industry, follow these five tips for stronger and healthier customer relationships.
  Customer Acquisition, Customer Communications, Customer Loyalty, Customer Relationships, Customer Retention, Customer Satisfaction, Engagement, Referrals
• One Direction's Five Lessons for Building Customer LoyaltyRafe Gomez
  The passionate emotional enthusiasm (and sizable financial expenditures) that 1D inspires among its massive global fan base is not a fluke: It's the result of a meticulously nurtured loyalty-building strategy.
  B2C, Brand Loyalty, Customer Acquisition, Customer Behavior, Customer-Centric, Customer Engagement, Customer Experience, Customer Relationships, Customer Satisfaction, Positioning
• Three Ways Mobile Marketing Can Help Retain CustomersTim Cascio
  If you can't retain a customer, you'll need to spend 6-7 times more to find a new one. By using a mobile app and focusing on the following three areas, ...
  Content, Customer Relationships, Customer Retention, Customer Satisfaction, E-Commerce, Location-Based Marketing, Mobile Marketing, Smartphones
• Seven Types of Social Media Fans and How to Engage With Them [Infographic]Verónica Jarski
  Not all the fans on your social media networks interact the same way with your business. You need to draw out some and cool off others.To highlight the most common ...
  Brand Loyalty, Customer Insight, Customer Relationships, Customer Satisfaction, Facebook, Google+, Social Media, Social Networking
• 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.
  B2C, Customer Behavior, Customer Loyalty, Customer Relationships, Customer Retention, Customer Satisfaction, Customer Service, Data
• A Century of Marketing Media and Measurement: The Evolution of the 'Growth Hacker' [Infographic]Verónica 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, Brand Management, Business Intelligence, Consumer Electronics, Customer Insight, Customer Satisfaction, Digital Theory, Management, Measurement, Sales and Advertising, Social Media, Websites
• 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 ...
  Customer Acquisition, Customer Experience, Customer Relationships, Customer Satisfaction, Customer Service, Management
• 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 ...
  Customer Behavior, Customer Communications, Customer Satisfaction, Customer Service, Social Business, Social Media
• 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 ...
  Customer Behavior, Customer Communications, Customer Engagement, Customer Relationships, Customer Retention, Customer Satisfaction, Customer Service, Personas, Social Business, Social Media
• The Post-PC Revolution [Infographic]Verónica 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 ...
  Content, Customer Behavior, Customer Experience, Customer Satisfaction, Google, Mobile Marketing
• Five Online Shoppers Ruling the Holiday Interwebs [Infographic]Verónica 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.
  Customer Behavior, Customer Satisfaction, Customer Service, Demographics, Email, Sales
• 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 ...
  Brand Equity, Brand Management, Customer Satisfaction, Online Marketing, Research Summaries
• 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