Mike Kamo says, “For years, my business approach was this: If you make something truly remarkable, it will sell itself. I know, it’s very “Field of Dreams,” but that’s how I thought. And then I read The Challenger Sale, a book by Matthew Dixon and Brent Adamson, and it changed my perspective forever. In the book, Dixon and Adamson present the findings of a customer loyalty study. They found that the combined impact of company and brand impact, product and service delivery, and value-to-price ratio accounted for just 47% of customer loyalty to a particular company. What?... [...]

Mike Kamo says, “For years, my business approach was this: If you make something truly remarkable, it will sell itself. I know, it’s very “Field of Dreams,” but that’s how I thought. And then I read The Challenger Sale, a book by Matthew Dixon and Brent Adamson, and it changed my perspective forever. In the book, Dixon and Adamson present the findings of a customer loyalty study. They found that the combined impact of company and brand impact, product and service delivery, and value-to-price ratio accounted for just 47% of customer loyalty to a particular company. What?... [...]

Sam Kusinitz says, “Lifetime Value (LTV) is one of those metrics that keeps your CEO up a night. It’s the estimated revenue that a customer will generate during the entire span of their relationship with your company. It takes into account not only the initial purchase, but also how much a customer is likely to spend in the future as they purchase more products and services from you. By understanding how much revenue each new customer will generate, you gain valuable insight into how to properly set your marketing budget and how much you should be spending on customer acquisition... [...]

The latest Silverpop blog post is titled “3 Tips for Creating Customer Microsegments”. David Pyrzenski says, “Savvy modern marketers are on a continual quest to create programs and strategies that provide a singular, omni-connected communication string with each contact in their database. At Silverpop, we call these individual customers “audiences of one.” Reaching an audience of one starts with creating segments and content that are super-specific to each customer. By identifying a customer down to the most granular level based on explicit and implicit behaviors, marketers... [...]

The latest ‘Econsultancy’ blog post is titled “How are companies trying to increase customer lifetime value?”. Graham Charlton says, “Customer lifetime value matters, so how are companies attempting to improve retention rates?  Our recent Customer Lifetime Value: Building Loyalty and Driving Revenue in the Digital Age report (produced with the help of Sitecore) has one answer: improving customer experience. The report finds that 64% rate customer experience as the best tactic for improving CLV, followed by better use of data and personalistion“. How are... [...]

The latest ‘Econsultancy’ blog post is titled “Delivering a sweeter customer experience”. Bill Loller says, “Whether you planned a romantic evening out or ordered your sweetheart’s gift last minute, it’s clear that Valentine’s Day this year went digital. NRF reported that more than 26% of consumers planned to shop online for their loved ones. In fact, online shopping showed significant growth during the week before Valentine’s Day this year compared to last year, particularly with department stores where online sales grew 34%“. Delivering... [...]

The latest ‘Econsultancy’ blog post is titled “Nine excellent retail apps that help to foster customer loyalty”. David Moth says, “Conversion rates from mobile commerce remain extremely low when compared with desktop and tablet, as people often prefer to use smartphones for research rather than purchases. However, I’ve recently come across data which shows that smartphone apps are an exception to this rule, and in fact convert at a rate that’s closer to desktop than the mobile web. Data from mobile agency Poq Studio shows that in November and December 2013 conversion... [...]

Kevin Docherty has been working on a tool to improve communications between site visitors and site owners. Today’s visitors become irritated when they can’t get their questions answered. Making it easy for the visitor to contact you when something is unclear to them is key to building loyal clients. Docherty has just released WP Connect, the second generation of his communications plugin. With it, you can assure that your visitors are never more than one click away from contacting you. WP Connect places up to five buttons in your sidebar. You decide how many buttons and which functions... [...]

The internet marketer with offline clients has some hard challenges in keeping the business on track, and keeping up with client needs. Organize Your Business software was created just for your Customer Relationship Management (CRM) needs. This WordsPress plugin keeps all your customer contact data in a single database, including any notes you want to add about the relationship. If you find it helpful, clone a customer to create a record for a similar customer and just change field or two as needed. You can track appointments you have with each customer, along with notes of any follow-up you... [...]