Customer Service

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• 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 ...
  Customer-Centric, Customer Experience, Customer Retention, Customer Satisfaction, Customer Service
• 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 ...
  Customer Communications, Customer Service, Mobile Marketing, Multichannel Marketing, ROI, Search Engine Marketing, Technology
• 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 Communications, Customer Service, ROI, Technology
• 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.
  Branding, Customer-Centric, Customer Communications, Customer Engagement, Customer Experience, Customer Service, Technology
• 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.
  B2B Marketing, B2C, Customer Communications, Customer Engagement, Customer Service, E-Commerce, Marketing Strategy, Technology
• 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.
  Customer Behavior, Customer Communications, Customer Service, Research Summaries
• 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, ...
  B2C, Customer Behavior, Customer Experience, Customer Service, Retail Marketing
• #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; ...
  Advertising, Content, Customer Service, Engagement, Facebook, SMS, Snapchat, Social Media, SocialSkim, Twitter, YouTube
• 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 ...
  B2C, Customer Experience, Customer Satisfaction, Customer Service, Retail Marketing, Word-of-Mouth
• 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 ...
  Customer Relationships, Customer Service, Research Summaries, Social Media, Social Networking, Survey Data
• 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 ...
  Customer Acquisition, Customer Engagement, Customer Relationships, Customer Retention, Customer Service, Sales, Social Media, User-Generated Content
• 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 ...
  B2C, Customer Communications, Customer Insight, Customer Relationships, Customer Retention, Customer Service, Mobile Marketing, Retail Marketing, SMS
• 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. ...
  Brand Positioning, Customer Experience, Customer Service, Marketing Strategy, Positioning, Product Management, Product Marketing
• 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 ...
  Customer Communications, Customer Service, Marketing Strategy, Multichannel Marketing
• 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 Engagement, Customer Experience, Customer Satisfaction, Customer Service, Research Summaries, Survey Data
• 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 ...
  B2C, Customer Communications, Customer Service, Social Media
• 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 ...
  Customer Behavior, Customer Communications, Customer Service, Mobile Marketing, Multichannel Marketing, SMS
• #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 ...
  Content, Customer Service, Facebook, LinkedIn, Mobile Marketing, SMS, Social Analytics, Social Media, SocialSkim, Web Analytics
• 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.
  B2B Marketing, Content, Customer Service, Engagement, Marketing Strategy, Mobile Marketing, Sales, SMS, Tradeshows/Events
• 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.
  Customer Behavior, Customer Experience, Customer Relationships, Customer Retention, Customer Service, Research Summaries, Survey Data