Tag Archives: customer satisfaction

Are You Doing a Good Job of “Courting” Your Customers?

20 May

As we know, in today’s competitive environment, we cannot take our customers for granted. We need to continuously “court” them and have them feel appreciated.

Consider this observation from Oracle Marketing Cloud:

“From the need to meaningfully nurture to the demand to delight and impress at all stages, a lot goes into building the relationships with your customers. Sometimes marketers need a little help finding the inspiration to engage, because it’s not just about sealing the deal, but keeping your customers consistently content, just like your significant other! We’ve compiled key questions that you may likely be asking about your marketing efforts. Because in marketing, flowers and candy simply don’t cut it.”

Check out Oracle’s slideshow on this topic.
 

 

Do Better in Dealing with Negative Online Reviews

19 May

Negative online reviews can have a devastating effect on businesses — unless they are handled properly.

Here are some suggestions from Konnecti, a company that helps clients build their online presence.
 

 

Personalizing Marketing

1 May

In today’s high-tech marketing environment, personalization has become a major competitive advantage. Personalization can involve products such as the NikeiD footwear line as well one-to-one communications.

As Conversant Media puts it:

“Virtually everyone agrees that a personalized message tailored specifically to an individual’s wants and needs is more likely to drive a transaction than a general one. Here are a few key drivers behind this belief and the increasing interest in marketing personalization: The population is more heterogeneous. Products are more specialized and purchase cycles have fragmented. Media channels and audiences have fragmented. Relentless evaluation, extensive comparison shopping and show rooming are the norm, not the exception. Individuals are more demanding – they expect a seamless brand experience, along with messages and offers that match their particular preferences. As a result of these market forces, many marketers are convinced that personalized communications with prospects and customers are essential to maximize their retail sales.”

 

 

Are Marketers Story Tellers Or Scientists?

15 Apr

This is any interesting question, as there are three possible answers: both (the most widely held view), story tellers, or scientists.

With this in mind, check out the YouTube video below by IDG Knowledge Hub:

“According to this 2014 Tech Marketing Priorities study by IDG Research, a successful marketer needs to be the proper balance of storyteller and data scientist. This is a challenge media companies can assist with on several fronts through the design of custom marketing programs to fuel the ‘storytelling’ … to help with the ‘science’ of designing and managing data-driven marketing strategies. This IDG Research survey was conducted of global senior tech marketing leaders providing insights into key marketing priorities for 2015 and beyond.”

 

 

Millennials Move Over (a Little): Gen Z Coming of Age

14 Apr

As Wikipedia reports: “Generation Z refers to the cohort of people born after the Millennial Generation. There is no agreement on the name or exact range of birth dates. Some sources start this generation at the mid or late 1990s or from the mid 2000s to the present day.”

According to JWT Intelligence:

“After years of Millennial obsession, Gen Z is emerging as a welcome new focus for brands, researchers, and marketers. ‘Finally,’ is the resounding sentiment. ‘Something new to talk about!’ i-D magazine has launchedhow generation z will change the world,” a series of articles, photos, and calls to arms. Meanwhile, Dazed & Confused’s new cover features Game of Thrones star Maisie Williams musing on what it’s like to be a teenager. The New York Times recently ran a feature called ‘Make Way for Generation Z.’ In timely fashion, Larry Clark, director of the jarring 1995 movie Kids, has introduced a new equally uncomfortable portrait, this time of Parisian youth, in his latest movie The Smell of Us.”

It helps that the group, aged roughly 12-19 years old, is refreshingly different from its Selfie-loving Millennial predecessors. Gen Z, born circa the late ’90s, is the first truly digital native generation — they were practically born with technology in their hands and are constantly connected to the people and content that matter to them.”

Click the image to read more from JWT Intelligence.
 

 

Great Service: Be Fast, Friendly, and Helpful

6 Apr

StellaService is a relatively new firm that measures the quality of customer service provided by online retailers.

According to the company:

Dedicated to helping consumers make more informed online shopping decisions, StellaService is the first and only independent provider of customer service ratings for online retailers. Using its proprietary, rigorous evaluation system, StellaService rates thousands of retailers each year across a broad array of criteria, including usability and online tools, shipping and returns, and customer support. To maintain its independence and objectivity, StellaService pays for all products it purchases and relies on its staff of trained, full-time customer experience analysts to test the companies it evaluates. Based in New York City, the company also publishes reports and other research to help companies worldwide improve their service operations.”

Here’s a short video about customer service and StellaService.

 

StellaService: Be Fast, Friendly and Helpful from StellaService on Vimeo.

 

Social Media Posts and Interaction: A HubSpot Study

28 Mar

How well do industries do in their social media engagement? Is the frequency of posting related to the level of audience participation? HubSpot recently conducted a research study on this (“2015 Social Media Benchmarks Report”). The full 49-page report may be accessed for FREE by filling out a simple form. THE RESULTS MAY SURPRISE YOU!!

As summarized by Ayaz Nanji, writing for MarketingProfs:

“Businesses that post more often to social media do not necessarily generate more engagement per post, according to a recent report from HubSpot. The report was based on HubSpot social media data for 7,000+ businesses in nine industries (real estate, healthcare, hardware, nonprofit/education, manufacturing, business/financial services, consumer goods/retail/E-commerce, marketing services, and software/technology).”

“There is no positive correlation with industries that publish more social media posts per week and interactions per post, the analysis found; in fact, there’s a very slight negative correlation. Businesses in the two industries that post the least (consumer goods/retail/E-commerce and manufacturing) have two of the highest interaction per post averages, whereas companies in the industry that posts the most (real estate) have the lowest number of interactions per post on average.”

Take a look at these three charts from HubSpot. Click them to read more at MarketingProfs.
 

 

 

 

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