Price Or Customer Service? What Do Your Customers Really Want?

By Andy Hanselman Are your customers prepared to pay for better customer service? Or, do they just want the ‘best deal’ regardless? A challenge for many businesses is maintaining that balance between price and service, and working out what the … …read more
Source: customerthink.com  

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Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

By Michael Lowenstein …just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Several years ago, one executive of … …read more
Source: customerthink.com  

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Proactive Service Recovery Leads To Customer Delight

By Jeremy Watkin I realize that by saying this, I’m going to lose readers left and right, but there’s really no use hiding it anymore.  I’m a Taylor Swift fan.  Wow, it really feels good to finally say that.  My … …read more
Source: customerthink.com  

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Inbound Marketing After 9 Years – From Exaggerated Expectations to Core Marketing Strategy

By David Dodd Inbound marketing will be ten years old in 2015. The term inbound marketing was coined in 2005 by Brian Halligan, the co-founder and CEO of HubSpot. In reality, however, some aspects of what we now call inbound … …read more
Source: customerthink.com  

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Analytics Club – Talking Optimization Post #3 by Gary Angel

By Gary Angel I hate being only mostly right! Before we dive down into what we mean by analytics driving testing and how that might/should work, I wanted to talk a little bit more about pure-creative testing. I saw a … …read more
Source: customerthink.com  

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The Modern CRM

By Kate Leggett Its Not Your Mother’s CRM Anymore CRM technologies are over two decades old. Companies first used them to provide “inside-out” efficiencies;operational efficiencies for sales, marketing and customer service organizations when interacting with customers. They aggregated customer data, … …read more
Source: customerthink.com  

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Southwest Employees Know How to Add Fun to the Customer Flight Experience—for FREE!

By Colin Shaw Southwest Airlines knows how to make a boring speech fun. Best of all it doesn’t cost a dime. Recently featured on CNN’s Anderson Cooper 360, a YouTube video of one of the flight attendant’s safety speeches is … …read more
Source: customerthink.com  

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How To Improve Sales Training And Motivation

By Alison Brattle There’s no denying it: we’re living in a time of economic difficulty. While the situation has improved somewhat over recent years, there’s still a prevailing feeling (especially amongst consumers) that money is tight. As a by-product of … …read more
Source: customerthink.com  

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5 Ways to Exceed Your Customers’ Expectations

By Nicola Brookes It can be tough to meet customer expectations, let alone exceed them. But if your customers know that you will do what it takes to help them achieve success, they will reciprocate with loyalty and advocacy for … …read more
Source: customerthink.com  

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Email Campaign Gets an “A” on Design, “F” on Offer

By Howard Sewell At first glance, the email below from security solution provider Symantec seems engaging, attractive, and well-designed. And indeed, it is all those things. From a lead generation perspective, however, the campaign is a hot mess. Here’s why: … …read more
Source: customerthink.com  

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