In the marketing world, we are highly focused on bringing in new business. One thing we often forget, however, is that marketing spans not only people who don’t know about your brand but those who are prospects and even current customers. By definition, marketing should encompass all interactions an individual has with your brand, which includes those before and after the sale.
Not all company swag is created equal. It may seem like an obvious statement, but there are thousands of offices all over the world that are putting up with sub-par swag, usually only because whoever is ordering it doesn’t know any better. There’s a huge difference between being thoughtful with your company swag items and just throwing your company logo on the cheapest thing you can find, and the benefits of doing the former go way beyond what you might think. Both internally at your company and externally, when you’re thoughtful with what you put your brand on, it’s going to pay off.
How great would it be if every single one of your first-time customers kept coming back for more? Wouldn't it be even better if they loved your company so much that they told all of their friends about you?
Before I read Never Lose a Customer Again by Joey Coleman (which debuted at #2 on Wall Street Journal’s Best Sellers’ List), when someone asked me to explain my role at IMPACT, I had a hard time articulating it.
As the outward face of the company, a customer service representative (CSR) is one of the most important players on your sales team. If those on the frontlines have poor judgement when it comes to working with the people that perform end-purchasing, even the most stellar business plan or innovative product can be undone. Anyone who works with customers knows a single negative interaction with a client can overshadow the effects of even dozens of positive ones.
Processes. We love to hate them, but even the best of us will have to admit, they are totally necessary. Truth be told, most of us figure that out the hard way, but we aren’t here to talk about why processes are important. We’re here to talk about identifying when it’s time to overhaul your existing processes. I’ve had the pleasure of “providing myself with an opportunity for growth,” (a.k.a: totally screwing up and falling flat on my face) when it comes to building sustainable website processes that benefit both my internal teammates and my clients.
Hey! You there. It’s me, that little box on the corner of your screen. Do you have a question? Can I help? Do you want to live chat with me? What better way to help you out than with live chat? How companies have handled customer communication is always changing, as technology improves and consumers’ expectations become increasingly demanding.
What does customer experience have to do with marketing? In the case of Atomic Reach, the answer is "everything." In this week's episode of The Inbound Success Podcast, I'm interviewing Paul Blamire, the VP of Client Experience at fast-growing SaaS company Atomic Reach. Our discussion centers around his work to understand the customer journey and solicit feedback, and how the insights he has uncovered have led to changes in the product roadmap, the company's positioning, and its overall marketing strategy.