Customer satisfaction is a marketing term that measures how products or services supplied by a company meet or surpass a customer’s expectation. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. In a survey of nearly 200 senior marketing managers, … Read More →
Customer experience marketing is about putting the customer at the forefront of your marketing strategy. Instead of trying to sell customers on features and benefits, shift your mindset and think about them. Why do they want to engage with you? Why are they reading or viewing your marketing material? If you only do marketing to get … Read More →
As 2014 gets back into full swing, I want to highlight some of our most popular blog posts in 2013.
What a year for the Client Heartbeat Blog. We started from nothing, 0 subscribers, 0 visitors and no blog. By years end we built a blog and newsletter that now helps over 12,000 business professionals every month.
It costs a company $234 every time they lose a customer. Whether you’re the marketing manager or business owner, I know you don’t want to be the one responsible for losing the next BIG customer. That’s why I propose you start using social media to monitor and increase customer satisfaction.
I believe that to deliver a superior level of customer service, you need to be able to deliver it through a medium that your customer actually wants to use. As your customers move to other forms of media, it is your job to stay ahead of the curve and be where they are.
Brand advocates are highly satisfied customers who go out of their way to actively promote the products they love and care about. Rob Ruggetta, author of Brand Advocates, found that a brand advocate is 50% more influential than an average customer. So if brand advocates are so valuable, how can you create more of them? … Read More →
Difficult customers are part and parcel of doing business. Companies who know how to deal with difficult customers the right way can reap the benefits of high customer satisfaction and increased customer retention. I know you’ve experience a similar situation to this. One of your important clients calls you on the phone, screaming down the … Read More →
Identifying unhappy customers is a tough gig. At Client Heartbeat, we do it every day for 100’s of companies. So, what makes an unhappy customer? By doing some research with our customers, we’ve come up with the most common indicators that a customer might be unhappy. Use this checklist today, and start retaining more customers … Read More →
Some companies still don’t understand the value of ‘the customer experience’.
Here are some jaw-dropping statistics to help shed light on why the customer experience can not longer be ignored. Infographic included.
Customer satisfaction is the measurement of how happy your customers are. Improving customer satisfaction will help you increase revenue, reduce churn, boost customer lifespan and create more advocates. In this post, I’m going to take you through six tactics we used at Client Heartbeat to improve customer satisfaction. These tactics helped create amazing customer experiences … Read More →
Customer satisfaction surveys help companies measure satisfaction, identify unhappy customers and find potential advocates. For most companies, customer satisfaction ratings can have powerful effects. Firstly, they help focus employees on the importance of fulfilling and exceeding customer expectations. Secondly, when satisfaction ratings dip, they warn of potential problems that can affect future revenue. Customer satisfaction … Read More →