Mike Renahan says, ““The right thing at the wrong time is the wrong thing.” – Joshua Harris Have you ever called a lead on a Tuesday morning and heard nothing, but tried that same lead two days later and they responded back almost immediately? That’s not luck — there’s some science behind why this happened. According to research from James Oldroyd and InsideSales.com, effectively reaching out to prospects comes down to one thing: timing. For example, did you know 4-5 p.m. had a 164% better connection rate than 1-2 p.m.? Or that connection rates drop by 400% if you respond... [...]

Brigg Patten says, “When it comes to reaching customers, public relations can either be a company’s best friend or its worst enemy. Building the foundation for a strong customer/business relationship comes from mutual trust and respect. The customer is the company’s lifeblood, and as such, they expect a brand’s ambassador to abide by certain rules. Below are five rules to follow when establishing good customer relations: 1. Be consistent with the release of information Consistency in delivery is something many customers seek from a company. If your public relations team can be... [...]

Shelby Dorsey says, “When Cheerios came out with its gluten-free line, social media platforms erupted with Celiac and gluten-intolerant customers celebrating. Perhaps following in the wake of the Chex cereal flavors, Cheerios listened to consumer needs and created a product line to appeal to a very specific subset of customer. Then the worst thing happened to a brand that had capitalized on being allergen-friendly — customers started getting sick. It was determined that the way Cheerios was processing its gluten-free grains did not keep them from being cross-contaminated with wheat and... [...]

Bobby Fan says, “In an advertising and content-cluttered digital landscape, how can a marketing professional cut through the noise? In my experience as the director of marketing for a global Fortune 500 company, the answer is easy to identify yet challenging to achieve: connect with the customer. Why do I include “easy” and “challenging” in the same sentence? Because the idea of focusing on the customer’s viewpoint is decidedly not new in the marketing landscape, but creating a campaign that focuses on the values of the consumer takes commitment and research. From... [...]

Courtney Eckerle says, “Mike Loveridge, Digital Marketing Manager, Humana, runs the conversion rate optimization program at Humana, which is comprised of a team of 15 testers and supporting staff. In his interview at the MarketingSherpa Email Summit 2015 Media Center, Mike explained that the team has spent the past year getting a process in place that would walk a tricky tight rope: keeping costs down, while improving the quality of the test. Locking down this process can be difficult in an enterprise-grade company, Mike said, but especially in the insurance industry with government regulations“. Learning... [...]

Aaron Agius says, “Exceptional insights create exceptional businesses. How exceptional? Let’s look at a real case study about what happens when you can read your customer’s minds: Let’s talk about Steve Jobs. Jobs knew his customers well. He could anticipate their needs, exceed their expectations and secure their loyalty. But he didn’t always have this uncanny knack for reading his customer’s minds. For 30 years, he missed the mark. Apple II, Macintosh and PowerMac all suffered low market share throughout the 1990s. Then he came upon the idea of creating a familiar product... [...]

Michelle Moorehead says, “2016 marks the year the CMO will take control of the customer experience — or risk facing significant coordination challenges (and potential headaches) with some other fledgling executive who sees the opportunity to own it. Savvy CMOs will lead the charge to convert superior experiences to growth. This includes driving change above and below the visibility line: from aligning experiences with the brand promise to transforming operations to deliver high-value, personalized experiences. Customer expectations around personalization will continue to grow in 2016, but... [...]

Jack Simpson says, “I attended the Adobe Symposium 2015 in London a couple of weeks ago and caught up with John Travis, Adobe’s VP of EMEA Marketing.  We spoke about customer experience: Its increasing importance within marketing, the way it is impacting the way we do business as a whole, and what brands can do to create a consistently positive experience for their customers. Read on to find out what we discussed, or to advance your own skills in this area book onto our creating superior customer experiences training course. What are some of the trends you’re seeing when it comes to... [...]

Rainmaker team says, “In the fifth part of the membership series on The Mainframe, hosts Tony Clark and Chris Garrett outline strategies for keeping your customers sticking around and holding their interest. Listen in to hear all the details. In this episode of The Mainframe: How your sales tactics could be costing you a great deal of money and respect The key factors that turn a buyer’s remorse situation into a long-term, loyal customer advocate What you need to implement for your members to achieve what you promised and produce fantastic case studies”. How to Earn Long-Term Customer... [...]

John Van Akkeren says, “The journey from product idea to commercialization is full of opportunities, challenges, risks and rewards. The best road to a successful, end-to-end product introduction is paved with constant customer touchpoints and a deep empathy for their wants and needs. Sounds basic, but in reality, staying in lockstep with customers is an iterative process that must be integrated into every phase—from product planning, discovery, design and development to manufacturing and delivery. Boosting The Customer’s Voice Here are 10 tips for making sure your customer’s voice comes... [...]