Business growth generally boils down to two things: How many new customers you can acquire (customer acquisition); and How long you can keep your existing customers for (customer retention). The balance of your focus will depend largely on the stage of development of your business but the aim should be to make sure that you [...]
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- Tags: acquire new customer, Business, Business growth, consumer behaviour, Customer Acquisition, customer experience management, customer lifetime value, Customer retention, Customers, Existing customers, Marketing, new customer, programme, relationship marketing, retention, roi, Social Media
- Posted in Business growth, Customer retention, Customer service, Existing customers, Marketing | 18 comments
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photo credit: lotje Below is a twitter exchange that I had in the last couple of days with the folks across at Frog Solutions. I really like their way of describing customer service on social media or social customer care as ‘ a new type of customer service that can actually lead to change within [...]
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- Tags: business models, consumer behaviour, customer care, customer experience management, Customer service, Customers, dogs, frog solutions, Marketing, social, Social Media, tail wagging, tails, tweet
- Posted in Culture, Customer service, Social Media, Uncategorized | 12 comments
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photo credit: hunter.gatherer A few days ago across at Marketing Pilgrim, Cynthia Boris wrote 70 Percent of Consumers Won’t Buy from a Company They Don’t Like. The source of the statement was from a new report from Weber Shandwick, a global PR agency, called “The Company behind the Brand: In Reputation We Trust.” According to [...]
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- Tags: advertising, Brand, Branding, Communication, Customers, executive, executives, gap, influence, influences, insight, Marketing, perception, pr, reputation, reputation management, senior executive, trust, weber shandwick
- Posted in Branding, Leadership, Marketing, Social Media | 8 comments
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