Tips

Tips

Customer experience (CX) management

• Lack of customer understanding can undercut companies

  Companies may think they're doing a terrific job with personalized marketing, but studies show customers have another view. It's time to understand your customer.  Continue Reading

• It's about the customer lifecycle, not just closing the deal

  A shortsighted focus on closing the deal can cause a company to come up short of its real goal of nurturing consumers throughout the customer lifecycle.  Continue Reading

• Putting contact centers at center of customer experience strategy

  Contact centers were historically viewed as cost centers rather than locus points for enhancing customer experience.  Continue Reading

• Reaching new heights in omnichannel customer service

  Contact center agents can better approximate an omnichannel customer experience with the right tools, such as a single user interface for customer information.  Continue Reading

• Building customer loyalty with surprise-and-delight marketing

  To foster brand loyalty, companies can forge emotional connections with customers by giving them unexpected discounts and perks.  Continue Reading

• Why Alibaba's social media engagement strategy paid off

  Alibaba broke sales records on Singles Day 2015. What does the Chinese retailer's social media engagement strategy tell us about traditional marketing?  Continue Reading

• CRM marketplace could undergo new competition

  While the CRM market has long been dominated by a small cohort of established providers, new niche players could shake up the landscape.  Continue Reading

• SAP's customer engagement strategy could trump CRM

  SAP is trying to broaden the boundaries of CRM in service of a customer engagement strategy.  Continue Reading

• Developing a social media presence starts with the right platform

  Picking the best social network for your business requires careful planning and knowledge of customer preferences, but doing it right can help expand your company's social media presence in major ways.  Continue Reading

• Social media customer service presents new challenges

  Effective social media customer service requires companies to make some key decisions on staffing and division of labor.  Continue Reading

• Diverse content strategy can foster brand loyalty

  If they aren't valued and engaged, customers won't come back to your company. Here’s how to create a diverse content strategy to produce a base of brand loyalists.”  Continue Reading

• Post-sale interaction helps to build customer relationships

  Companies tend to focus on the events leading up to a sale. But research suggests that post-sale interaction is key for long-term relationships.  Continue Reading

• Omnichannel customer experience takes aim at information silos

  Companies still struggle to join multiple communication channels to create a seamless experience for customers, whether it's that be for shopping or sales or service.  Continue Reading

• Video, live chat usher in multichannel customer service challenges

  Multichannel customer service now encompasses mediums like video and live chat. But these forums have their own requirements to be effective.  Continue Reading

• Social engagement opportunities about more than selling

  In this book excerpt, thought leader and author David Giannetto discusses ways companies can cost-effectively identify and gain customers.  Continue Reading