For some of our clients the focus seems to always be around opt-in vs. opt-out only in outbound management. But what about other categories of "no" from customers as it relates to email? Are you also tracking "abuse" complaints, spam reports, hard bounce, black-listing and quarantines?» 0 Comments
Here's a test: go to your search engine of choice and enter "CRM" as your search term. If your results are anything like mine, what you're going to find are pages and pages of offers of automated CRM solutions: CRM software, CRM tools, CRM downloads, CRM products.» 2 Comments
As technology continues to progress, customers are following suit and are more educated and savvy in terms of the technology they utilize. For this reason, many customers seek and prefer self-service options. While the enthusiasm for technology is great for business, how does this do-it-yourself (DIY) approach affect customer relationships and loyalty?» 0 Comments
No doubt you have seen the rather public missteps and head-shaking arrogance from Spirit Airlines over the last few weeks regarding a terminally ill patient and his quest for a refund. After being strongly and medically cautioned not to fly, this Spirit customer was merely looking for a refund or ticket transfer to his child to restitute his grave situation.» 0 Comments
When online marketers think about developing email campaigns, they typically focus on two areas: open rates and conversions. And the open rates, as we all know, have everything to do with subject lines.» 0 Comments
Customer engagement can take many forms, like special discounts, offers and VIP memberships, but these customer rewards must be tailored for individual business industries and clients. If you're considering the implementation of a customer reward program, also be sure you have the time and commitment necessary. You may think it's easy to quickly issue a customer discount, but customer engagement is not a one-time deal. It must be a consistent, well-planned and executed program.» 1 Comments
Big data is here! And, marketers are one of the professional groups that stand to gain the most from these new-found capabilities to analyze data that, until recently, would have been too complex to capture, store and make sense of. Behind the hype lies a golden opportunity for marketers and customer service to help their organizations get ahead of the competition. Cutting through all the noise can be a challenge, so it's important to understand what big data can achieve, what data is most useful, and how to go about using it.» 0 Comments
If you've been following the trends recently in Social Media you are no doubt watching a new revolution taking hold; brands and retailers creating customer tools using SCRAM and reaping the benefits of the data it provides.» 0 Comments
