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Feb. 9, 2012

DS SIE commented on this post

The Groupon loyalty initiative: Discounting customer relationships?

Here is a good blog about customer loyalty programs and features another rather unique web-based program: http://customerloyaltyprograms101.blogspot.com/ more

Marketing

Customer Loyalty Program

Customer Relationship

Discounts

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Oct. 15, 2011

D D asked a question

What are some effective 'first-contact' methods of introducing your company to a potential client?

Marketing

Sales

Customer Relationship

Jan. 27, 2011

Herschel Chandler and 1 other person answered this question

How can you utilize predictive analytics to engage and retain customers, and improve your overall relationships?

There are many customer related metrics available that are easily researched. However, all of the related to managing the customer lifecycle from attracting new ones, to keeping good ones, or dropping bad ones.
The first step prior to a solid predictive analytics capability is integration ... more

Marketing

Customer Engagement

Customer Loyalty

Customer Relationship

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Jan. 25, 2011

Jeff Nolan answered this question

Does anyone use customer feedback services like 'GetSatisfaction?'

What are you interested in accomplishing? Customer communities can serve many functions, customer support being a big one, but I would suggest that idea submission as well as capturing positive feedback are equally valuable. more

Customer Service

Customer Experience

Customer Experience Mangament

Customer Feedback

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Jan. 20, 2011

Sarah Miller asked a question

Will Sales 2.0 bring as much value to a company that sells product only once to a customer?

Sales

Customer Relationship

Focus Webcasts

Sales 2.0

Dec. 31, 2010

Debra Ellis and 6 other people answered this question

Customer Service Trends: What are the top trends to watch for in 2011?

1. Unique Selling Proposition – Market globalization and efficient logistics makes it harder to find and offer exclusive products. Customer service is rapidly becoming the best way to differentiate your company from the competition. The companies that focus on providing care that matches expectations will ... more

Dec. 17, 2010

Derek Cheng and 1 other person answered this question

Who should own the execution of a customer loyalty program? Customer service, or marketing?

I agree with Chip. Customer Loyalty is a company-wide effort and as a company, it needs to be part of your DNA. Often times, it does sit with marketing because the service folks are too close to it to be objective or are too burdened ... more

Dec. 17, 2010

Chip Bell answered this question

How do you turn a customer into an advocate through service?

1. Demonstrate you understand and value their ever changing needs, expectations and aspiration.
2. Look for ways to include the customer--input, feedback, help with design, customer advisory panels, etc.
3. Teach customers things they want to know and did not know. Be a customer mentor. ... more

Dec. 15, 2010

David Filwood and 2 other people answered this question

What have you done to reduce escalations?

When reaching out to a Contact Center – customers want to speak with and have their questions/issues resolved by a Customer Service Representative (CSR) who acts professionally – is easily understood - who is not a ‘script reader’ - and who is empowered to make ... more

Nov. 3, 2010

James Feldman, CITE, CPIM, CPT, MIP and 1 other person answered this question

How broadly do you define customer experience management?

The question itself is the problem with business. Customer service is not a department. It is everyone's responsibility to exceed the expectations of the consumer. There needs to be a rare fusion that emerges through collaboration and performance that benefits the consumer. When you customize ... more

Oct. 18, 2010

James Phelps published a brief

Is a Shorter Sales Cycle Better?

General Management

Sales

Buying Process

Customer Relationship

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