The No-BS Formula for Customer Service That Doubles as MarketingSteve Hartert
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 ...
Unanswered Calls: The Plague of Paid Search ROI [Infographic]Laura Forer
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 ...
To Bot or Not to Bot? [Infographic]Laura Forer
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.
Customer Relationships in the Age of Technology [Infographic]Laura Forer
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.
How Chatbots Can Help Your E-Commerce [Infographic]Laura Forer
Chatbots 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 Nanji
Consumers 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 Forer
If 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 Neri
Facebook'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; ...
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Three Steps to Providing Stellar Customer Experiences In-Store [Infographic]Laura Forer
As 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 Nanji
Nearly 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 ...
How to Avoid Disappointing Your Social Media Followers and Keep Them Happy and LoyalAnnaliese Henwood
A loyal base of followers is key to your marketing—to bring in steady website traffic and ensure positive word-of-mouth that helps your business gain traction. To avoid ruining your relationship ...
Messaging Apps for Marketing: Drive Sales With Chatbots or Live AgentsPeter Friedman
Companies that don't support messaging apps risk creating a negative customer experience—and having competitors fill the gap. A messaging app program, with chatbots or without, helps you be responsive to ...
Innovation Is Not the Key to Success, Reinvention IsRoger Cusa
Many marketers, business owners, and entrepreneurs think innovation is synonymous with invention—and that to move the needle, we need to come up with a shiny new product, market, or idea. ...
How Phone Calls Can Help Insurance Marketers Increase ROI [Infographic]Laura Forer
Insurance marketers do not have an easy product to sell. But they do have an audience that often purchases over the phone rather than online, providing companies with unique opportunities ...
The Customer Service Issues That Annoy Consumers MostAyaz Nanji
Consumers say the customer service issues most likely to make them stop doing business with a company are uninformed agents and long wait times, according to recent research from The ...
Customer Service Goes Social [Infographic]Laura Forer
Customers often turn to social channels with customer service requests, and that presents a challenge for brands that manage social within Marketing. Check out today's infographic to see why customer ...
SMS Is on the Rise for Business: Trends and Stats [Infographic]Laura Forer
SMS messages have much better response rates than email, but some brands have been hesitant to get on board. Things are changing, though. To see whether SMS messaging is right ...
#SocialSkim: LinkedIn's New Website Demographics, WhatsApp's Business Chat: 10 Stories This WeekChristian Neri
This week: LinkedIn's powerful new website-visitor insights tool; WhatsApp's rumored business chat app and new milestone against Snapchat; Facebook's new Groups for Pages; an indispensable social media cheat sheet; and ...
Four Ways to Use Mobile in Your B2B Marketing StrategyWilson Raj
B2B mobile usage is intensifying throughout the entire buying cycle. Here are four ways B2B companies can use mobile marketing to keep pace with the customer journey.
The Post-Purchase Experience: What Consumers WantAyaz Nanji
Consumers say retailers and manufacturers of B2C products could most improve the post-purchase experience by offering better technical assistance, according to recent research from the CMO Council and LiveTechnology.