Archive for 'Customer Communications'
Posted on 23. Feb, 2011 by Guest Blogger Yvonne Summers.
EVERYONE seems to be talking about its importance for 2011 (and beyond…)
Harry Kline expects that in 2011 the Age of the Customer will continue to gain momentum, whilst the financial impact of poor service is driving voice of the customer programs and better customer experience can be worth millions in annual revenue, according to Forrester. The ‘Business [...]
Posted on 04. Jan, 2011 by Guest Blogger Jonathan Dunn.
Jonathan Dunn, Manager, Mobile Marketing Solutions at Digital Cement
We know that Smartphone use is on the rise and with it comes more people reading emails on their mobile. Market research firm Nielsen condensed all time spent on the mobile internet into one hour and found nearly half of it was spent on email. This is [...]
Posted on 21. Dec, 2010 by Guest Blogger Donna Prestwood.
The idea of “customer intimacy” is not a new one. In fact, it headlined a Harvard Business Review article back in 1993. Yet this term is now seeing resurgence across the blogosphere. So, what exactly is “customer intimacy”? Why is it important now? And how does one achieve true intimacy with one’s customers?
What is “customer [...]
Posted on 16. Dec, 2010 by Jeffrey Nicholson.
If you read my initial post on customer onboarding, you got a sense of the top five potential pitfalls companies often encounter in creating an onboarding strategy and campaign. There are some true best practices out there as well. They are helping companies improve their onboarding process and turn more of first-time purchasers into loyal [...]
Posted on 14. Dec, 2010 by Jeffrey Nicholson.
Onboarding is arguably the most important period in the entire customer lifecycle. It is the time when the foundation for a long-term, mutually beneficial relationship is set – or not. How it’s managed often determines whether customers decide to stay or go – and how strong the relationship will become.
Creating an outstanding onboarding experience is [...]
Posted on 23. Nov, 2010 by Cynthia Williams.
A few days ago Aaron Leibtag from Priszm LP sent me an interesting perspective on Marketing ROI that I found extremely informative and insightful. It focuses on the accuracy of customer address data. Sure, there are other ways companies communicate with their customers, but it remains a fact that when it comes to important customer [...]
Posted on 15. Nov, 2010 by Scott Bounty.
Given the events of the last few years, you have to concede that in terms of public relations, banks have taken a big hit. But in a different kind of public relations, some financial institutions have reported much more positive results during the rough patch. These are the banks that have implemented new ways of [...]
Posted on 11. Nov, 2010 by Scott Bounty.
Reading an article on BtoB magazine’s site got me thinking about lead generation. It’s a great article, and I suggest anyone who uses e-mail as a marketing tool to read it.
Among the great points of the article is one about “micromarketing,” or segmenting your target audience as much as possible. Right or wrong, e-mail marketing [...]
Posted on 09. Nov, 2010 by Scott Bounty.
At Pitney Bowes, the most important thing we can know is our customers’ needs. That’s why we regularly post poll questions about a variety of subjects. Our most recent round of questions has just ended, with questions regarding media usage, customer communications and social media. Let’s have a look at the results.
In our latest [...]
Posted on 08. Oct, 2010 by Scott Bounty.
I’m heading out to the DMA conference in San Francisco this weekend. I’m looking forward to hearing the latest industry news, learning more about new digital marketing channels, and gaining a firm grasp of the customer communication management (CCM) process.
In a new Pitney Bowes video Bernie Gracy details five steps in developing an effective customer [...]