background preloader

Customer Service & Retention

Facebook Twitter

10 Things your customers wish you knew about them [INFOGRAPHIC] By Gregory Ciotti on Sep 13, 2012.

10 Things your customers wish you knew about them [INFOGRAPHIC]

Using Digital Coupons to Increase Engagement and Loyalty. Share Because of the recession, the average consumer has become increasingly pocket conscious.

Using Digital Coupons to Increase Engagement and Loyalty

Since 2008, couponing has seen a 27 percent increase, and with the proliferation of social channels, many brands are beginning to transition their offers from print to digital. While coupons were once pieces of paper clipped from inserts in the weekend paper, connected consumers can print offers online and access coupons on their smartphones, erasing scissors from the equation and putting social media at the center instead. For most brands, digital coupons clear a path for increased customer insight. Companies can track which offers have been printed and who has redeemed these coupons in an effort to develop an all-encompassing view of their customers and their response to given offers. For instance, RedPlum's Social Savings application puts coupons in the hands of Facebook users without making them ever leave Facebook.

The Holy War Over Net Promoter: Is It The Ultimate Way To Measure Customer Experience? Share Have you ever been caught in this cross-fire?

The Holy War Over Net Promoter: Is It The Ultimate Way To Measure Customer Experience?

Gaining Business Leader Buy-in: 7 CEO personas. You may have an incredible plan to improve your company’s marketing performance, but unless you can do a little selling, you’re never going to be able to start marketing.

Gaining Business Leader Buy-in: 7 CEO personas

I’m talking about internal selling. Often, when marketers want to make significant changes to their company’s marketing performance, it takes some budget to get the ball rolling. That may be budget to buy a new tool or platform, work with an agency, or hire some new employees. Loyalty Marketing Best Practices.

Loyalty programs are often part and parcel of a comprehensive customer relationship strategy.

Loyalty Marketing Best Practices

So welcome to our loyalty marketing best practices section. "As a customer's relationship with the company lengthens, profits rise. And not just by a little. Companies can boost profits by almost 100 percent by retaining just 5 percent more of their customers" - F.P. Reichheld Loyalty programs have been used in commerce for many years, originating in Germany where price based competition was disallowed by governmental restrictions in certain industries. Retail loyalty programs evolved when progressive retailers recognized that without a "customer identification tool," they were unable to recognize individual customers and reward them for desired behavior.

Both businesses and consumers have recognized the value of loyalty programs.

Customer Service

Customer Retention. 7 Reasons Marketing & Customer Service Need to Work Together. If you've read our articles on the benefits of sales and marketing alignment , you likely understand the importance of a marketing strategy that leverages cross-departmental collaboration and integration.

7 Reasons Marketing & Customer Service Need to Work Together

The Ultimate Digital Customer Service Guide. In our recent Customer Experience Series, Mashable dove deep into the mysterious alchemy of customer service.

The Ultimate Digital Customer Service Guide

Those who own their own business will tell you: Getting (and keeping) customers is not easy. There are so many different factors that must work together perfectly within a company to ensure that fans of your brand stay happy. Whether its making sure that your ecommerce platform doesn't drive your users crazy or organizing your social media to build your community, forethought is key to a premium customer experience.

These articles will give you comprehensive knowledge of many facets of digital customer service, with expert advice from community managers, CEOs and web designers. Here's a roundup of all of our articles, brought together into this handy guide. 8 Ways to Offer Better Customer Service on Facebook. Customers know that the squeaky wheel gets the grease, and web-savvy customers know that Facebook is the ultimate squeak amplifier.

8 Ways to Offer Better Customer Service on Facebook

According to Forrester Research, 27% of U.S. online consumers sought customer service support on the web in 2011, and currently three out of four expect a reply to a negative comment posted on Facebook. Unfortunately, many brands still don’t incorporate customer service into their social strategy, despite the fact that Facebook is one of the best venues in which to turn your customers’ negative comments into brand opportunities. Here are eight tips to help you improve your Facebook customer support initiative and, in turn, raise your brand’s reputation, decrease your inbound service requests, acquire new customers and turn infrequent customers into brand loyalists.

What are your tips? Let us know in the comments below. 1. Social Customer Service: Best Practices. Nick Cifuentes | April 16, 2012 | 1 Comment inShare64 The next time you ignore a tweet or Facebook comment you might regret it.

Social Customer Service: Best Practices

In today's competitive landscape, customer service is more important then ever. Conversations now echo across sites such as Facebook, Twitter, LinkedIn, and other social media neighborhoods. It's leveled the playing field, enabling businesses of all sizes to interact directly with customers like never before. 4 Ways to Use Twitter for Customer Service and Support. Social Customer Service Allows Startup to Outpace the Competition. Patton Gleason is the first to admit he can’t sell. And just over a year after going live with his online start-up, the Natural Running Store , he hasn’t had to try. “I’m a terrible sales guy. I’m awful at it,” Gleason says. “But I really do like this idea of ‘can a relationship really be your big marketing vehicle?’” Turns out, it can. And he’s done it without spending a nickel on outside advertising.

“It is 1000% a hustle in relationships,” he says. The result: high search engine rankings, dozens of features on like-minded blogs and a profitable, growing business. Launched in January 2011, the Natural Running Store has been profitable from early on. Natural Running Store Website: Natural Running Store Facebook : 1080 fans Twitter : 1450 followers YouTube Blog The online start-up has been profitable from early on, with no outside advertising. Customer service is the new marketing. Image by tmcnem on BigStockPhoto In most brand organizations, marketing investments rest on 20th century marketing principles whose results are diminishing every year.

Customer service is the new marketing

At the same time, an increasing portion of products and services are commoditizing, which puts more pressure on marketing to “create” differentiation and value. In many cases, there is no escape — except by changing the rules.