What really drives customer loyalty?

Apr 02, 2015

I have to admit – a recent social media post we shared caused me to do a double take. Last week, we shared an article from Harvard Business Review called “Stop trying to delight your customers.” Unsure of what the article was really about – and why we were sharing it – I took a look. And I totally got it.

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Tags: technology, customer service, MRM, marketing resource management

Why Social Media Skills Are Not Optional

Oct 23, 2013

It’s an inevitable point in the life cycle of every great advancement or leap forward: that moment when the exceptional becomes the norm. It happened with phones, televisions, automobiles – things that were revolutionary concepts when they first arrived, but eventually nearly everyone had one, and suddenly owning such items isn’t viewed as remarkable, rather as necessary.

The same holds true for business skills, and that was the focus of a book I recently read by Jay Baer called “Youtility.” New technology has always demanded new skills, but as we’ve seen time and time again, as the technology becomes more prevalent and “the norm,” so too do the skills required to operate it, and that has an impact on how businesses should look for and asses new talent.

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Tags: Blog, digital marketing, facebook, Twitter, sales, LinkedIn, marketing, human resources, customer service, social media, Retail

Four Keys to Great Client Service

Jun 13, 2013

It’s a no-brainer to say customer service matters, but some recent studies really quantify just how much it matters. In one study, respondents indicated that they stand to lose up to 21% of annual revenue as a result of not offering a positive, consistent and brand-relevant customer experience. Another study says that bad customer service stories are more likely to be shared than good customer services stories, with 62% of B2B and 42% of B2C customers purchasing more after a good experience.

It’s really important for us at DocuStar to make sure the client experience is a positive one. My goal is for the client to consider us a part of their team. After all, we practically serve as an extension of their marketing department for some projects. Whether you work B2B or B2C, reaching that level of intimacy with your clients is critical for sustained success but can be difficult to achieve. I think there are four things you can do that will put you and your client in a position to succeed:

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Tags: Blog, client retention, marketing, B2B, B2C, business-to-consumer, client service, customer service, business-to-business, marketing technology, customer experience

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