If you’re not on Instagram, Twitter, Facebook, or other social media sites —and believe it or not, many people are not!—you may be missing out on some very important conversations. Some of these conversations may be about you!
When we worked with a client recently, we did some quick online research, and they were shocked to find how many discussions about their product, relative to their competitors’ products, were taking place.
Some were good, some were not. Continue reading “Your Customers are Talking About You. Do You Know What They’re Saying?”
A while ago my husband went to the movie theatre to buy some tickets that we were going to give to some people who had helped us out with a project. He wanted 8 tickets. The theatre said “No, sorry – we only 
Too often when marketers think about increasing customer engagement, they tend to err on the side of selecting promotional options. That, though, is often premature and can result in a lot of money spent unnecessarily. Worse, in some cases, their efforts can also work against them. 
Sometimes it can be the smallest of things that leads to a lost opportunity from a marketing or sales perspective. Small things that can, I think, be easily corrected.
There’s an old saying in customer service that a customer who has a good experience with your business might tell a single friend while a customer who has a bad experience will tell ten. Unfortunately, those numbers might be drastically out of date in the age of social media. In an era where any individual has the chance to communicate with millions of people around the world, even a single incidence of poor customer service can have significant impacts for businesses of any kind. 
Amazon has proven time and again to be particularly adept at figuring out what its customers want and giving it to them. Whether it’s shopping suggestions based on previous orders, on-demand media content or same-day delivery, the retail giant answers the demands of the people whose purchases are lining its pockets.
No company retains every customer they do business with. There is a natural ebb and flow of customers over time, whether your company provides a product or a service. Understanding that ebb and flow is important. Calculating the lifetime value of your customers, anticipating potential losses and determining how much time and effort to spend on prospecting for new customers are all very important elements of running any business.