How to Win Back Customers

One of the most important things for a new or established business is ensuring they have consistent income. No matter what business you’re in, returning customers is an excellent way to establish a stable revenue. A natural part of this however, is that customers will be lost over time to churn. To offset a loss in churn, business can do two things: Acquire new customers Deploy strategies to win back old ones. While both are

How to Keep Your Users Happy When Releasing a Major Update to Your Application

There’s an inherent tension in product development between improvement and stability. On the one hand, users expect new features, functionality and maybe even a new look; on the other hand, changes can backfire when familiar interfaces suddenly disappear. This tension is greatest when a product is changed in a dramatic way – so much that it could even be called a new product. At CaseFleet we learned some of these lessons the hard way, albeit

6 Key Performance Metrics for Customer Satisfaction

Years ago, I worked for a company that tracked their call volume in customer service. If their call volume increased and the time per call was reduced, they’d celebrate their success. The problem was that they weren’t successful at all. The customer service representatives simply rushed every call to keep management off their backs. The result was some very angry customers who had to repeatedly call back in order to find a resolution. If you

The Top 5 Metrics and Investments Marketers are Making in 2015

For the second time, Salesforce surveyed over 5,000 marketers globally to understand top priorities for 2015 across all digital channels. Here’s an overview of the full report which you can download at Salesforce.com. While the most pressing business challenges are new business development, quality of leads, and keeping pace with technology, how marketers use budgets and track progress is really intriguing: Top 5 Areas for Increased Marketing Investment Social Media Advertising Social Media Marketing Social

The 7 Keys to Small Business Sales and Marketing

While we assist large businesses with their sales and marketing efforts, we’re a small business ourself. That means that we have limited resources and as clients leave, it’s essential that we have other clients that take their place. This enables us to regulate our cashflow and keep the lights on! It’s a tough situation, though. We often only have a month or two to prepare for the departure of one client and onboarding of the

How to Generate Value from Digital Marketing

Just this week I was interviewed about the optimization work we do and one of the problems we find central to many of our prospect and clients’ marketing efforts is that they want they don’t build the sites for their prospects and clients – they build it for themselves. Don’t bet me wrong, of course your company wants to love your site and even use it as a resource… but it the hierarchy, platform, and