Underrated growth tactic: customer education. OK, maybe it’s not underrated. It’s just hard. Most marketers lack the patience. It’s the same with most marketing tactics that don’t lead to an immediate bell curve in the revenue graph. But here are some examples of brands that have used education to create better customer relationships, brand positioning, …
Your customers are a treasure trove of information. It’s why many brands often conduct interviews with existing customers to gather valuable insights and identify ways they can improve. But, as Samantha Leal points out in her useful Twitter thread, to get insightful answers, you have to ask insightful questions. I’ve run more than 200 customer …
The Blueprint to Goal-Driven Engagement focuses on intelligence. Payers know that ROI is tied to their members’ consumer experience (CX) with their plan. This can make it tempting for payers to rush to find digital CX tools and make sure their members have 24/7 access to portals and apps. But, the foundation of successful CX …
In a fiercely competitive world, creating genuine brand loyalty has never been more important. Key to earning that loyalty is giving customers a great experience at each and every stage of their journey with you. Learn about the growing demand for delivering contextually relevant customer support experiences. And, how ‘intelligent content’ and management of support …
The more digitalized our lives become, the more we risk losing the ability to maintain genuine human connections. The proliferation of robotic and remote online interactions makes the capacity to form human relationships an essential business skill. This book summary explains how businesses can forge an impregnable competitive advantage by putting relationships at the center …
Know how sometimes it’s easier to give advice than it is to take it? Well, today’s topic is all about Names. In an ideal world, I’d use your own first name throughout this post to illustrate a point. After doing the research for today’s topic, I’ll be changing that pronto. But I don’t have a …
Even as the effects of the pandemic subside, many grocery retailers are still tempted to halt or cut back on marketing. At some level, the rationale behind that impulse is understandable. At the beginning of 2022, continuing supply chain challenges, harsh winter storms, and a surge of omicron infections translated into empty grocery store shelves. …
The adoption of online shopping accelerated during the pandemic, which is placing increased pressure on grocery retailers to drive traffic into their brick-and-mortar locations and create synergies between their digital and physical offerings. In fact, online grocery shopping, including delivery and store pickup, totaled about $98 billion in 2021, growing about 2% as a share …
How to seamlessly provide both customers and agents with the right experience during unexpected busy periods and shopping surges. A Quick Checklist for Meeting Expected and Unexpected Surges in Customer Support. With the number of digital buyers growing every year, it is important that businesses can maintain a great customer experience (CX) where customers continue …
Why customer wait times matter: How automating curbside and BOPIS can supercharge your business. Maximizing staff efficiency — Key benchmark data on wait times for restaurants, grocery, and retail. Research shows that even when COVID-19 shopping restrictions are permanently lifted, consumers will continue to buy online and collect their purchases in-store or at the curb. …
