Seventy-six percent of consumers will stop doing business with a brand after a bad customer service experience (Ovum, 2015). These “bad” experiences, however, aren’t limited to brick-and-mortar stores. Increasingly, consumers are demanding high levels of service across channels (Web, mobile and social), and do not hesitate to voice their dissatisfaction when their expectations are not […]
“Don’t I need a CRM before I can do that?” This is a question asked daily by retailers around the world. Creating strong relationships with customers is essential in the retailing industry, so it’s important to consider anything that can help drive business in order to gain even more customers. But why are they asking […]
You may not be able to precisely define good customer service, but you know it when you see it. Does it begin before the sale with the image and message your company presents? Is it the process by which you handle customer complaints? Or is it the total customer experience from the time of initial […]
As marketers, we’ve tried to understand these digital opportunities by repeating what we did with print. Industry analyst Tim Walters shared this rather apt quote with me from media theorist Marshall McLuhan, which addresses how television became the disruptive media (in 1960): “When any new form comes into the foreground of things, we naturally look […]
Imagine the perfect customers. They visit or participate often, have high average order values when they buy and openly promote your company to each person they meet. That’s the ideal, but how did those users get so digitally (and ment ally) “engaged” with your brand in the first place? Fortunately, there are plent y of […]