Customers are the lifeblood of every business. Yet, only a few companies can keep up with their evolving demands, leaving a huge window of opportunity for firms that are ready to invest in customer experience and improve their market share. Unsurprisingly, CX management has emerged as a top priority for business leaders who are putting away an increasing amount of resources to ace it. However, without the right technology, it isn’t possible to achieve the
The Inbound Marketing Checklist: 21 Strategies for Growth
As you can imagine, we get a lot of requests to publish infographics on Martech Zone. It’s why we share infographics every week. We also ignore requests when we find infographics that simply show that the company hasn’t made a great investment to build out an infographic of value. When I clicked through on this infographic from Brian Downard, Co-Founder of ELIV8 Business Strategies, I recognized them since we’ve shared other work they’ve done. This
How to Implement a Knowledge Base Solution
This afternoon I was assisting a client who added a certificate for SSL and retired their www from their URL. In order to properly redirect traffic, we needed to write a rule for Apache in an .htaccess file. We have a number of Apache experts that I could have contacted for the solution, but instead, I just searched a few knowledge bases online and found the appropriate solution. I didn’t have to speak to anyone,
20 Tips to Drive E-Commerce Conversions this Holiday Season
The clock is ticking, but it’s not too late for e-commerce providers to tune up their sites to drive more conversions. This infographic from the conversion optimization experts at the good lays out 17 solid optimization tips that you should be implementing immediately if you hope to capitalize on holiday purchase traffic this season. There are three key strategies that you should always be deploying that are proven to always drive additional conversions for holiday
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
Social Media’s Marked Effect on Customer Experience
When businesses first ventured into the world of social media, it was used as a platform to market their product and increase sales. In the last few years, however, social media has morphed into the favored medium of the online community — a place to interact with the brands they admire, and more importantly, seek help when they have issues. More consumers than ever are looking to communicate with brands via social media, and your
UserVoice: Feedback, Feature Request and Bug Tracking Made Simple!
The folks at UserVoice have been busy building and testing new tools to help you engage your users, get better, data-driven feedback, and provide better support than ever. Over the last couple of months they have been testing some of these tools inside their customers’ UserVoice admin consoles, including their new Satisfaction and SmartVote widgets, as well as a new, simpler contact form. Today, they’re making these new tools available to everyone! Meet the new,
10 Steps to Brilliant Social Customer Service
We’ve written about the growth of social customer service in the past, and we continue to push our clients in that direction. Social customer service is an expectation of your customers and a fantastic opportunity for your marketing efforts. What’s better than helping a customer in the public spotlight where everyone can see how great a company you are? The number of people engaging in online conversations with brands is increasing year-on-year. Almost 50% of