Customers

3 Sales Strategies That Are Fuelling Your Churn Rate

Customer churn is not something that happens overnight. It’s often the product of false expectations brought about by poor business strategies. High …

Customer Experience

How To Master Customer Retention Using Artificial Intelligence

Today’s consumers are overwhelmed by a constant deluge of advertisements and promotions. They are tired of the noise and fatigued by all the product options. They increasingly desire the personalized attention they get from Amazon and Netflix from all the brands they interact with.<p>Of course, not …

Customer Experience

How Disneyland's CX strategy creates memories to replace the rotten reality

A few years ago, I took a summer vacation to Disneyland Hong Kong with my extended family, a total of 13 people including my 15-year-old teenage son …

Customer Experience

Boomers and Millennials have a different relationship with booze

Very often when you read research, purporting to show the difference in behaviour between generations, it is trite and pointless. Not so with this …

Millennials

TechBytes with Monica Behncke, VP and Group Director - SiriusDecisions

Monica Behncke <br>VP, SiriusDecisions<p>Bringing transparency and relevancy to marketing data are key to effectively churn ROI from sales and advertising …

Customer Experience

Five ways to improve customer experience by enhancing employee experience

Looking to increase sales? Then focus on your customers and make them your number one priority, right?<p>This is a good strategy – but putting employee …

Employee Engagement

4 Pro Tips for Successful Holiday Email Campaigns (That Won’t Annoy Your Subscribers)

We get it: The holidays are huge for everyone, from e-commerce and in-store retailers consumed by holiday sales to nonprofits looking to hit their …

Marketing

Business Owners: Don't Sacrifice Long-Term Success By Making Short-Sighted Decisions

A common situation for many small businesses and SMEs is having an immediate need for cash today, and taking action without considering the consequences for tomorrow. Although cash is certainly an important element for operating a small business, many entrepreneurs don’t understand that certain …

Entrepreneurship

The False Confidence of the LTV/CAC Ratio for Early Stage SaaS Startups

Founders often describe their unit economics in terms of their LTV/CAC ratio - the ratio of the Lifetime Value (LTV) of a customer to the Cost of …

SaaS

For Pandora, Customer Retention Is More Important Than Expansion

Not much seems to be going right for Pandora (NYSE: P) of late, despite its efforts to trigger a revival. In the recently concluded quarter, the company’s revenues and active listeners once again fell short of analyst expectations, which sent the stock crashing. Pandora also had a change in …

Pandora

7 Pillars of a Strong Culture

<b>Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking."</b>Culture is such an important …

Corporate Culture

How To Reduce Churn Using Customer Journey Analytics

<i>“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere</i> …

SaaS

3 Ways to Use Rewards and Guarantee Employee Success

Employees love rewards. But the wrong system can go from success factor to success killer--here's how to ensure your program works for both sides.<p>Hungry for a metaphor to summarize ways leaders incentivize their employees? If you dangle a simple carrot in front of your people, they'll chase it. If …

Management

The Peak-End Rule: The rule to make you rethink your customer experience design?

We all want loyal customers. Loyal customers spend more money and cost you less. Many organisations believe it is the customer experience they …

Customer Experience

How to capture customer emotion and build it into your journey map

One of the most important tasks that a customer journey map must perform is representing the emotional state of the customer. While it is vital to …

Customer Experience

How marketers should approach mobile micro-moments

We live in an era of mobile-first customer experiences. Yet customers don’t even think about being mobile first; they just connect as part of their …

Customer Experience

Companies Still Don’t Get Design. Not To Mention Design Thinking.

Lately I am more convinced than many companies still don’t understand design? Let alone design thinking. A lot has been written and many are just …

Design Thinking

Preparing Employees to Deliver a Great Customer Experience

<i>I originally wrote today's post for CallidusCloudCX. It was published on their blog on April 24, 2017.</i>When you think of the phrase "inside out" …

Customer Experience

How to Build A Strong Corporate Reputation

(<i>This is the second in a two-part series on Corporate Reputation. The first post, Why Your Corporate Reputation Matters, explained the definition of</i> …

Johnson & Johnson

6 Business and Financial Terms Every New Entrepreneur Needs to Know

If you want to make money, you'll need to understand some basic concepts and metrics regarding money, customers, and even personal performance and health.<p>While a new entrepreneur may not (yet) understand advanced financial and business terms and concepts, he or she understands one thing: the bottom …

SaaS

Frontier: Ready For A Turnaround?

Frontier Communications reports its Q3 results on October 31.<p>Watch out for improvements in churn rate and stabilisation in revenue.<p>Whether Frontier …

Business

How SaaS Companies Can Structure Customer Facing Teams for Support and Success

Most customer-facing teams are pulled in many directions. They are often involved in support, sales, marketing, and growth activities. And now we …

Product Management

What is emotion's role in customer journey mapping?

Customer journey mapping has become one of the key tools for today’s customer-centric organisations. Representing an invaluable exercise in …

Customer Experience

Infographic: Marketers reveal their top 5 challenges

Today's marketers have to navigate an ever-changing landscape of channels, trends and strategies to be successful.<p>But what are causing them the …

Marketing

Strong Wireless Growth Continues to Drive Rogers Communications Inc.

The diversified Canadian media and telecom company boosted its full-year guidance.<p><b>Rogers Communications</b>' (NYSE:RCI) wireless division was once again …

Stocks

How (and Why) You Should Respond to Positive Online Reviews

Responding to positive feedback is often sidelined as business owners focus on damage control for negative customer reviews. After all, how often do …

Bon Appetit

Context Marketing: Getting Organised

Sitecore<p>Context marketing gives you the power to understand your customers and offer them a truly personalised experience. It can help you deliver …

Marketing

The Millennial shopping fallacy that impacts CX

If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, …

eCommerce

How to Dramatically Increase Customer Retention by Taking This Simple Step

1 simple way to meet customers' needs<p>I recently wrote about an innovative way to meet your customers' needs--by figuring out what they hate. (Or, as Jerry Seinfeld says, by answering the question: "What am I really sick of?")<p>Now CVS Pharmacy has demonstrated how to follow this strategy by …

Customer Retention

The 20 emotions that drive or destroy value in customer experience

Emotions are a huge part of the customer experience. Emotions drive or destroy value for a business, and often in hidden ways. Emotions influence our …

Customer Service