customer experience | Randall Reilly
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Article Marketing & Sales

How to anticipate customer needs

Whether by curating the most relevant product and content recommendations or offering a robust FAQ section, being proactive to anticipate and meet customer needs means more marketing personalization and a better relationship with your customers. In fact, 91% of customers are more likely to shop with a brand that provides relevant content, offers and recommendations. […]

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Article Marketing & Sales

3 ways you can really satisfy customers

You finally made that sale you’ve been working on. Your customer purchased the equipment, signed the contract or subscribed to your software service. They chose you out of all your competition, so surely you’re on your way to a five-star rating, right? But what if your customer needs more than a completed purchase to be […]

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Article Marketing & Sales

3 steps to respond to negative customer reviews

Negative reviews can feel daunting, but ignoring them isn’t the answer. In fact, you can turn a negative review into a positive by addressing the comments quickly and offering a courteous resolution to the issue. This signals your brand can handle criticism and is committed to making things right for your customers.  Fifty-three percent of […]

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Article Marketing & Sales

3 ways to cultivate brand advocates for positive word-of-mouth marketing

Who does more for your brand than a highly satisfied customer? The answer: a passionate customer. Brand advocates are customers who enthusiastically share your company with others based solely on their own positive experiences. By leveraging their passion, you reach more customers and convert more leads than with traditional marketing alone. Brand advocates bring nearly […]

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Article Marketing & Sales

4 reasons loyal customers leave

Retaining your customers should be as high a priority as generating leads and converting prospects, especially when you consider just how valuable a loyal customer is to a brand. It can cost five times as much to attract a new customer than to retain one. The probability of selling to an existing customer is 60-70%. […]

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Article Marketing & Sales

How to increase customer satisfaction by finding out their pain points

You may think you know what your customers think about your company, but you don’t really know until you directly ask. Finding your company’s net promoter score is a good start in determining your customer’s pain points and what you can do to address them. Businesses need to be aware of the pain points that […]

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Article Marketing & Sales

The Case for Customer Experience

One of the most important processes that a marketer has to understand is how to effectively use the Sales Lifecycle. It looks like this. You need to know how to target, connect, engage, convert, and retarget customers to keep your current customers and prospects engaged and converting. But, though effective for a customer’s journey to […]

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Article Marketing & Sales

The Marketer’s Guide to Troubleshooting Client Experience

Hopefully your worst experience with a company isn’t anything like this guy’s. But the fact that things like this happen—even with very large and established companies—makes you wonder how they could have gotten the whole client experience thing so wrong (and whether your company is as susceptible). To explore client experience, let’s do a thought […]

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Article Case Studies Marketing & Sales

Domino’s Pizza: A Case Study in Customer Feedback

At some point in time, we’ve all dealt with a customer who was unhappy. It’s natural. They’re promised a certain deliverable, feature, or service, and something breaks down. Some customers call you up, but others will express their disappointment to their colleagues, to their social media followers, and anybody else who will listen. Sometimes you […]