Robert McElroy

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The Most Successful Brands Focus on Users — Not Buyers

What makes a brand successful in the digital age? A joint study by SAP, Siegel+Gale, and Shift Thinking suggests that digital brands don’t just do things differently; they also think differently. Where traditional brands focus on positioning their brands in the <i>minds</i> of their customers, digital …

A Survey of 1,700 Companies Reveals Common B2B Pricing Mistakes

Poor pricing practices are insidious — they damage a company’s economics but can go unnoticed for years. Consider the case of a major industrial goods manufacturer that was struggling with low profit margins, relative both to competitors and to its own historical performance. It traced much of the …

Businesses Lose $75 Billion Due To Poor Customer Service

The numbers are out. NewVoiceMedia’s 2018 “Serial Switchers” report reveals that poor customer service is costing businesses more than $75 billion a year. That’s up $13 billion since its last report in 2016.<p>CEOs of companies large and small are recognizing the importance of delivering a better …

Customer Service

5 Reasons Why Your Business Is Losing Customers

Ever think about why people keep buying iPhones, even though they're so darned pricey?<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>Like it or not, your business is losing customers. Recent research from McKinsey & Company revealed that only 13 percent of customers surveyed said they …

Customer Service

The Future Of Customer Experience: People Plus Technology

<i>Listen to Global CxO & Experience Consulting Leader, Digital Principal at PwC David Clarke,</i> <i>on the Modern Customer Podcast.</i><p>There are often two camps when it comes to customer experience: those who think automation and technology is the future, and those who think humans will still perform every …

What Customers Really Want: It Might Surprise You

You don't need the resources of Amazon or Netflix to make the moves that will keep your customers coming back for more.<p>With the unparalleled success of companies such as Amazon getting constant media attention, it's easy to assume that customers only want products or services that come cheap and …

Your Best Opportunity For Growing Business: The Customer Experience

According to PwC, 73% of all people point to customer experience as an important factor in their purchasing decisions, just behind price and product quality. Yet only 49% of U.S. consumers say companies provide a good customer experience today. PwC’s most recent Consumer Intelligence Series: …

Customer Experience

Inside The Mind Of The B2B Customer

There’s a lot of mystery around B2B buyers—who are they, how do they work, and what do they want? The truth is that B2B buyers are just like you and me. They use Uber, they shop on Amazon, and they watch Netflix. The only difference is that they work in the B2B world, where sales processes are …

How customer retention strategies create the ultimate competitive advantage

It’s not a secret loyal customers are good for an organization or brand. With 51% of B2B customers citing they will avoid vendors after a bad …

Customer Experience

How to Tell if a Company is Customer Obsessed

Today's customers evaluate a company on the experience that they receive. Oftentimes, the entire sales cycle experience (pre-sales, purchase and …

Majority of U.S. consumers still download zero apps per month, says comScore

Apps are dominating consumers’ digital media habits, but getting people to try new ones is still a tough sell. That’s the latest from comScore’s newly released 2017 U.S. Mobile Apps Report, which finds that 57 percent of consumers’ time spent using digital media is now taking place in mobile apps. …

Mobile marketing: How paid app installs impact organic downloads

On Android, it’s completely clear that while some categories do very well, such as casual games, word games, and especially racing games, others do …

Organic Traffic Responsible For 65% Of iOS App Store Downloads

Consumers love apps. Downloads in 2017 rose about 60% to 175 billion globally in the past two years, with users devoting nearly 1.5 months of their …

Customer Service Is The New Marketing

<i>Customer service is the new marketing.</i> This statement may sound suspect coming from me, a customer service consultant; it sounds like an example of “when you have a hammer, every problem looks like a nail” thinking on my part, or even the “drunk looking for his keys under the lamppost because …

Customer Experience

13 Words You Should Never Use When Replying to a Customer

It takes a lot for a customer to be willing to interact with a company. People brush by thousands of brands—from restaurants to online tools—on a …

Customer Service

Why Do People Really Quit Their Jobs? Here's the Entire Reason, Summed Up in 5 Words

Wharton professor Adam Grant says that when people find this at work, it will not only improve their happiness, it will boost their and your company's productivity.<p>In the quest to crack the code on keeping employees happy and motivated, corporations the world over spend a chunk of wasted money on …

When You Have to Carry Out a Decision You Disagree With

One of the great frustrations of being a middle manager is that senior leaders make decisions that go against what you would have done had it been up to you. Sometimes you are part of the decision process, and other times the decision is simply handed down. Either way, you are now responsible for …

Are you making a mistake by focusing solely on new customers?

It's easy to get caught up in trying to acquire new customers. But columnist Rachel Lindteigen explains why your content marketing efforts need to …

Customers

When Customer Retention becomes a Sales Spectator Sport

When customer retention processes become a sanctioned sales spectator sport, everyone suffers. Especially those valuable clients who are abandoned …

Customer Experience

Why The Best Marketing Dollars Are Spent Improving the Customer Experience

Consumers are three times more likely to view content created by a consumer as authentic and trustworthy.<p>If I like something, I will become the biggest advocate for everyone in my family having one. This comes with mixed feelings for them sometimes, but they ultimately go along with it and humor me.<p>…

Customer Retention By Numbers Infographic

89% of companies see customer experience as a key factor in driving loyalty and retention. This infographic describes key statistics that businesses need to know about their customers. SynGro Eye enables this data to be retained and tracked to increase customer loyalty and retention.

Don't Stop at the Close: Selling Across the Full Customer Lifecycle

Closing a sale doesn't guarantee a happy customer<p>Recently, I went through the process of choosing a new SaaS product for my agency (out of respect for all involved, I'm keeping the name of the company and the kind of product they sell confidential).<p>I researched several providers and talked to sales …

#7 Reasons to Improve B2B E-commerce Experience for Consumers

If given a right push towards presentation with a focus on aesthetics B2B e-commerce can give better user experience to its consumers.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>You're reading Entrepreneur India, an international franchise of Entrepreneur Media.<p>If you see the …

Cold Calling is Dead. Here's an Effective New Approach

It's time to ditch the cold calling to heat up sales.<p>Cold calling doesn't work because no one like to be on the receiving end. (and most likely, your sales reps hate it too). Are your sales reps cold calling hundreds of prospects a day without seeing much success? It's time to quit the old-school …

Ten Customer Service And CX Predictions For 2018

We are in the “Era of the Customer.” Companies recognize that customers are calling the shots. They are smarter and better informed, they recognize that they have more options, and they are critical about the customer experience they receive and expect it to be right the first time … and every …

Customer Experience

The 10 Commandments of Successful B2B Customer Retention

It’s the age of the customer. Whether you’re talking about marketing that’s “customer-centric” or “customer first,” or discussing “the<br>customer …

Why Employee Disengagement Correlates with Poor Customer Experience

Have you ever had a job that you simply couldn’t stand, due to a poor relationship between the decision-makers and the employees responsible for …

Employee Engagement

A Great Product May Not Be Enough to Keep Customers Loyal. Here's What Will Help

Innovative products get customers in the door, but this is what keeps them coming back.<p>As most companies work to grow their businesses, they spend an abundance of time on product development. They want to build a product that meets an unmet need, get it on the market as quickly as possible, and …

Great Sales Presentation--Now, Leave Something Behind That Will Help Close The Deal

B2B sales often demand face-to-face meetings and interactions, but you can only control the conversation for as long as you’re in the room. Once you’re out the door your prospects will talk amongst themselves, and take time to consider your offer. Most often the decision will be made after you …

The Only Dumbbell Exercises You’ll Ever Need

There are hundreds of ways you can use weights to ramp up your workouts. But many basic moves target just one group of muscles, such as the biceps or …