I was recently introduced to an agency that puts more focus on client relationships than developing new business. While they do take on new clients from time to time, the agency has a strict “anti-RFP” mantra and promises their clients will hear back from them within 24-48 hours – regardless of the question or challenge. […]
Tag Archives: customer service
Magic Johnson. Babe Ruth. Serena Williams. Tiger Woods. Peyton Manning. Kobe Bryant. Walter Payton. Lisa Leslie. LeBron James. (Insert all-time great athlete here). What do these people have in common? If I were a betting man, I would say that they all share one commonality: that they have never uttered the phrase, “That’s good enough.” […]
We all take a journey as we embark on any new relationship. From personal to professional, journeys usually start with some sort of introduction and then involve the ups and downs of being close to someone or something. For instance, even the happiest of married couples can recall times when they felt challenged. The same […]
Competitive pressures force marketers to launch sophisticated campaigns to generate, nurture and convert leads. However, many marketers ignore or underestimate the need to create a positive buzz. Creating a positive buzz means a favorable word of mouth opinion. This, more often than not, requires being nice and doing the obvious: providing awesome customer service! Providing […]
Like a sheepherder that feeds, tends, and guards his flock, businesses must take care of their customers in order to avoid predator threat and destruction. Only then can the herd expand and grow. It’s just as important to retain customers as it is to attain new ones. As Shiv Sing, Senior Vice President of Global […]
At ROI, we have a passion for delivering excellent customer service. We don’t just listen to the customer, we strive to understand them. We aim to give substance and expand upon the “WHY” first, in order to answer the “HOW” appropriately. Before the “how” is executed prematurely, ROI’s customer support and consultation efforts promote long-term […]
When we think about the duties of the client success team, three main responsibilities come to mind: customer training, support, and retention. So how does the implementation of a marketing automation platform help this division as they are tasked with assisting, maintaining, and developing the relationship of the customer? It doesn’t. Not unless communication between […]
When I started my lifecycle marketing internship at Right On Interactive in June, I had relatively little marketing experience and had a lot to learn about the company, its clients and the industry. Terms like “lifecycle marketing” and “3-D scoring” were completely new to me. However, in the past two months, a lot has changed. […]
Quality customer experience is critical to customer retention. In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from the previous year (Accenture Global Consumer Pulse Survey). Also, poor customer experience results in an estimated loss of $83 billion by US enterprises yearly because of defections and abandoned […]
Successful marketing is about more than winning clients. Lifecycle marketing and customer experience play a huge role in marketing success. It’s not just about winning a customer; it’s about that customer’s experience in their journey with your brand. Winning the customer is only the start of that journey. From there, it’s all about engaging and […]