Comm100

JANUARY 21, 2020

Whether the first connection with your lead happens on social media or your website, the right response time SLA will keep them on track to becoming a customer. On Facebook, 85% of customers want a response from companies within six hours, while 64% of customers on Twitter expect a response within an hour.

Customer Journey 83

Customer Journey Social Media B2C Omnichannel 83

Beyond Philosophy

SEPTEMBER 6, 2016

Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.” showed that 80% of companies spend too much of their marketing budget on customer acquisition.

White Paper 74

White Paper Multi-Channel Consulting Customers 74

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Are customer experiences ‘human’ and branded?

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. In turn, relationship quality links and contributes to the perception of satisfaction and trust, creating business outcomes of customer retention and advocacy.

White Paper 60

White Paper 2007 Consulting Loyalty 60

One Millimeter Mindset

APRIL 10, 2019

Learn more by downloading my white paper: New Strategies for Selling to Skeptical Technical Decision Makers by clicking on this LINK. Technical decision makers tune out right brain professionals because their conversations and presentations do not connect the dots. Far enough. Isn’t this the outcome we all should target?

White Paper 13

White Paper Download Customer Retention Presentation 13

Bold360

NOVEMBER 30, 2016

From the evolution that created the demand for cross-channel communications – the rise of digital media and mobile tech, such as social media and messaging services – emerges the technology that enables businesses to meet those demands with the same (or better) efficiency they require to keep up with the many customer touch points that exist today.

Definition 104

Definition ROI White Paper 2016 104

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

Social Media 47

Social Media Customer Service Strategies Customer Service Download 47

Qualtrics

MARCH 2, 2021

Happier employees go on to provide better support to customers, who have a better experience overall. According to Gallup , highly engaged workplaces saw a 10% increase in customer ratings and a 20% increase in sales. Even in marketing, you can make a real impact on how you help customers feel connected with your products.

Customer Service 29

Customer Service Social Media White Paper 2021 29

Comm100

OCTOBER 17, 2017

[Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. Connect with the People You Serve. This isn’t exactly a great connection. By practicing effective social media customer service, you will be able to connect with your customers, and show them that their voices matter.

Social Media 50

Social Media Customer Service Download Customer Care 50

Comm100

DECEMBER 8, 2017

Thank you letters are an important part of making your customers feel valued, and letting them know how much you appreciate them. They are an inexpensive way to increase sales, return on investment (ROI), and customer retention. What to Consider When Writing a Thank You Letter to Your Customer. Talk Human to Human.

Social Media 52

Social Media Return on Investment White Paper Customers 52

ChurnZero

SEPTEMBER 30, 2021

If you put the CS Operations under the Chief Operating Officer, they can scale across with Sales. For example, Sales, CS, and Product can really have this aligned, streamlined way of rolling everything out under operations. If they’re under Sales, I have seen in my experience that Sales always gets priority.

Customer Success 52

Customer Success Webinar White Paper Sales 52