Category: Customer relationship management

March 15, 2019

Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Churn is built into every business model, but just because churn is expected doesn’t mean it has to be accepted. […]

March 13, 2019

In direct marketing, structure is key: If your copy doesn’t follow the formula for persuasion, it won’t work, no matter how creative you get. There have been numerous formulas for writing persuasive copy throughout the years. The most famous is […]

March 6, 2019

It can be a challenge at any stage, but it can be even harder to find the ideal customer for your new business. I’m an expert in this area and in this article, I want to help make it a […]

February 25, 2019

No matter how much technology is used to facilitate customer relationships, a great customer experience comes down to human-to-human interaction. No matter who I ask about great customer experiences, the common theme among the best experiences are the way people […]

February 22, 2019

It’s no secret repeat business is critical to success; still, many businesses commit the bulk of their marketing budgets to customer acquisition rather than customer retention. Acquiring new customers is certainly important, but consider this: It costs five times more […]

February 21, 2019

Customer satisfaction is more important today than ever before. Given the large number of choices consumers have in almost every market, companies that listen to their customers have a distinct advantage. A customer satisfaction survey is an invaluable tool for […]

February 19, 2019

Personalization has become integral to the customer journey and is now a key driver of brand loyalty across all channels. Consumers are much more likely to buy from brands – both in-store and online – when offers are personalized. And […]

February 14, 2019

Service with a smile may not work in the eCommerce world, but providing a positive customer experience is still essential. Customer experience is a term used to categorize and describe the experience a customer receives while interacting with a business’s […]

February 12, 2019

When people talk about customer service, what usually comes to mind is the experience most of us can relate to: waiting 17 minutes on a helpline waiting for someone to pick up. But customer service isn’t exclusive to these types […]

February 4, 2019

Imagine your ideal customer: She pays her bill on time each month, communicates concisely but courteously, and never requests customer support. On the surface, she might sound like a success story. But consider another explanation: She’s a busy professional, led […]