Archive for the ‘Blog’ Category

Customer Experience – B2B’s Battleground

Aug 4

There’s a growing recognition among marketing thought leaders and practitioners that customer experience is quickly becoming a new basis of competition for B2B companies and a primary driver of competitive advantage. For example: Recent Research by Gartner found that 89% of companies expect to compete mostly on the basis of customer experience by 2016. In […]

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The Increasing Influence of Social Media on Buying Decisions – Why it Really Matters

Jul 18

A new study by McKinsey, shows that buzz plays a greater role than previously thought in getting consumers to buy. This means: Preempting unhappy customers posting negative feedback is critical Increasing customer satisfaction to the point where they praise the business online, is a huge opportunity Social recommendations induced an average of 26 percent of purchases […]

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Revenge of the Dissatisfied

Jul 3

Revenge defined as: “To take vengeance for; inflict punishment for; avenge:” Recent research has shown that unhappy customers get really mad – to the point of revenge. In a survey of 947 customers, SDL asked customers about a customer experience failure with a business. The survey then asked … “How did you respond to this service […]

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Brands On Facebook Ignore 87% of Customers’ FeedBack – What!!

Jun 26

The social media gurus would have us spending hours developing an all encompassing social media strategy with witty presence in Facebook, Twitter, Google+ and the rest, with the goal of promoting and listening. Yet according to a recent study by Locowise, on the State of Social Media Customer Experience  -we see that the investment in […]

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So You Want to Be an Experiential Brand?

Jun 15

The Huffington Post was extolling the virtues of point of experience feedback recently. Specifically the now famous: We are not just a product, we are an experience. There were some good points to be made but they really centered around two themes: Experience Brands Feel the Feedback Experience Brands Value Return on Emotion Quote of the […]

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Restaurants Decision Making by Seat of Their Pants

Apr 12

In the recent LivingSocial “Restaurants Trends & Insights for 2015” report, 68 percent of restaurateurs in the survey cited limited marketing budgets and 49 percent of respondents noted trouble tracking the real ROI of marketing investments as top marketing challenges. More disturbing news was on the topic of Marketing ROI: At the same time, a […]

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Social Media Means Never Catching Up on Complaints

Apr 4

The sheer volume of online feedback means it’s almost impossible for companies to act on every complaint. This is now underscored out by some data but clearly is showing most brands playing catch up at best. In 2013 only 30% of brands had a dedicated customer service handle on Twitter, and only 10% of those brands […]

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Another Case of Businesses NOT Responding to Feedback – Really?

Mar 31

In this case the guilty party seems to be the Hotel Industry, for despite the buffet of feedback online and direct – it would seem that it is not being acted on. Reads like an episode of Fawlty Towers? So why, in an age where everything is done online and the majority of consumers rely […]

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Customer Service Statistics

Jan 2

Customer Service Statistics Stephen Leacock the political scientist once quipped: In ancient times they had no Customer Service Statistics so they had to fall back on lies. Sometimes though the numbers are the story. So here are a few: A 5% reduction in the customer defection rate can increase profits by 25-95%. -Bain & Co/HBR […]

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Acquire or Retain…That is the Question

Oct 24

“To be or not to be….” this is the one that Hamlet deliberated on. In our case it is more a case of ….. To acquire or to retain….which is it to be. There is ample evidence of the economics of retention:  A 5% increase in customer retention can increase business profits by anywhere between […]

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