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Customer Experience

Inspire a Customer Service Mentality in Your Organization

By Kevin Dean | March 25, 2019
Unlike other aspects of business that can generate from a grassroots mentality, the concept of a customer service mentality is one of those where leadership has to be engaged and lead by example. This is clearly lodged in the territory of top-down management direction, making it clear to everyone in the organization that customer service is a number one priority for the company. Achieving a customer service mentality is far easier to say than do.

Customer Experience

Customer Success and Branding Go Hand-in-Hand

By Kevin Dean | March 20, 2019
When Coca-Cola or McDonalds air an ad, they aren't introducing new customers to their product—everyone already knows that they exist. Instead, they are keying into the already present branding that exists inside of our cultural zeitgeist. Creating a brand—and anchoring that brand with positive emotions—leads directly to long-lasting success. Here's how it works—and how you can take advantage of it.

Customer Experience

From Lead to Customer: 6 Keys to Successful Conversion

By Kevin Dean | March 18, 2019
If you're having trouble acquiring leads, then check out our blog post on understanding your target market to get started. If you've got leads but you're having trouble converting them, then keep reading our helpful guide on the keys to a successful conversion.

Customer Experience

4 Reasons Connecting With Customers on a Personal Level is Vital to Growth

By Kevin Dean | March 12, 2019
Most manufacturers who sell through indirect sales channels are content to let their distribution network own the relationships with purchasers. The problem with this approach is that their sales partners have tremendous power that can sway buyers to competitive products.

Customer Experience

Interactive Voice Response: Automating Customer Service

By Emily Neier | November 14, 2018
Have you ever called a customer support line and heard the computer-generated voice phrase: “I am capable of understanding complete sentences”? There’s a pretty good chance you have, and there’s also a pretty good chance that when you tried to relay the reason for your call to this artificial intelligence bot, it told you, “I’m sorry, I did not understand. Can you repeat that?”

Customer Experience

Why Customer Feedback is Important for B2B

By Emily Neier | October 19, 2018
You’ve heard it a million times: never publish the first draft of anything and get some feedback to revise it. So if you wouldn’t publish an ebook, whitepaper, blog post, or even a tweet without a second pair of eyes on it—why would you avoid getting customer feedback?

Customer Experience

What's the Best Way to Collect Customer Feedback?

By Amy Post | October 18, 2018
Did you know that 87% of customers today think brands need to put more of a focus on a more consistent customer experience? That’s a pretty large percentage, showcasing both a problem in today’s customer experience processes, but also a very significant opportunity for businesses who are aiming to implement more strategic growth initiatives into 2019. But in order to enhance your processes, you have to start from scratch, and that means finding out what your customers even think about your products, services, and support processes to begin with. So, in order to do this, you need to collect some customer feedback. But in today’s digital age, what is even the best way to do this anymore? Emails, texts, or is the phone still the best solution?

Customer Experience

What to Know About Targeted Marketing in Today's Data-Driven Landscape

By Amy Post | September 19, 2018
You’re hearing time and time again how “personalization is everything” and if you don’t get the right message in front of the exact eyes, you’re bound to waste precious energy and resources on, quite frankly, the wrong people. Maybe you’ve even tried some targeting to some of your ideal prospects you’ve been after, and it didn’t work, leaving you to wonder if targeting is all just another piece of marketing “fluff” that’s all talk and no action.

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