Call 314-692-2200 or go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses five ways to create customer loyalty. It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. The concept of repeat business, and ultimately customer loyalty is huge. A small increase in loyalty, just as little as one or two percent, can have a dramatic positive impact to your top and bottom line numbers. So, with that in mind, here are five ideas, a few of them revisited from the past, as well as some new ones, that will help you create that coveted loyal customer. 1. Don’t Confuse a Loyalty Program with a Marketing Program: The first thing that pops into my head when I’m asked about loyalty program is the mistake that many companies make when designing a loyalty program. Some companies think they have a loyalty program, but it is actually a marketing program, and there’s a big difference. If when you take away the perks and the rewards, you may lose the customer, then what you really have is a marketing program. The best companies have loyal customers because of the overall experience, not the perks and rewards. 2. Create an Emotional Connection: There is a big difference between satisfied customers and loyal customers. Satisfactory is a rating. Loyalty is an emotion. Find out a way to connect with your customers. Make them feel special. Thank them for their business. Treat them like they want to be treated. 3. Personalization and Customization: The concept of the personalized experience is a hot topic these days. With all of the data we are able to gather on individual customers, there is no reason we can’t give a customer a personalized and tailored experience. 4. Create Confidence: The old saying goes that people want to do business with people they know, like, and trust. The knowing and liking is easy. The trust is the hard part. Earn the customer’s trust by creating a consistent and predictable above average experience – all of the time. Customers want to know what to expect. No surprises. Consistency is key. When they trust you, they will continue to do business with you. 5. Break Down Customer Loyalty into Bite Size Chunks: Most people think customer loyalty is about a lifetime. Well, it’s not. The goal is about a lifetime, and a lifetime is a long time. How do we get a customer to be loyal to us for a lifetime? That’s huge. Let’s make it easier. Rather than a lifetime, focus on the next time. Every time. So, ask yourself what I call the Customer Loyalty Question: What are you doing right now to make sure the customer will come back the next time he or she needs what I sell? Think next time, every time, and it just may turn into a lifetime. To wrap this up, the value of customer loyalty is obvious. Loyal customers not only do more business with the companies they are loyal to, they will also spend more each time they do business. And, when they are loyal, they talk. Word-of-mouth marketing is the best marketing there is. Combine the value of the lifetime customer with the value of their recommendations and the payoff to your customer service and experience efforts are huge. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 This video will answer: How to get loyal customers. How do I create customer loyalty? How can I connect with my customers on a personal level? ShepTV is another Shepard Presentation (www.ShepTV.com)
Views: 10322 Shep Hyken
Building Brand Loyalty Having a loyal following of customers is a vital component behind business success. In order to attain loyalty from your users, you need to establish and encourage trust amongst a community of fans. This can be achieved in a number of ways, which we’ll briefly address below, and the video above will expand upon in more detail: Storytelling Creating a story for your business can help keep your brand voice, and messages, consistent, clear and relatable. Reed Hastings, CEO and co-founder of Netflix, utilises this tactic extremely well when discussing the origins of his business: "I had a big late fee for 'Apollo 13.' It was six weeks late and I owed the video store $40. I had misplaced the cassette… Later, on my way to the gym, I realized they had a much better business model. You could pay $30 or $40 a month and work out as little or as much as you wanted.” (Source: The New York Times) This simple tale turns a multi-million dollar business into a relatable idea. Make Connections Social media gives businesses the opportunity to connect and interact with users like never before. Businesses can use social platforms to assess who their audience are, and how they feel about the brand. They can then use this information to personalise their responses, and grow trust in their users by addressing them directly. As well as social media, you can also use surveys, focus groups, and customer analysis to better understand your audience. Personalisation Use the data you collect on your audience, such as purchase history, to personalise your marketing and make individual users feel valued. Offer exclusive, tailored rewards to showcase that you both know, and care about your user base. Reward Loyalty Remember to reward your original customers, especially those who've been there with you from the beginning. If people trusted enough to put their faith in your brand at the beginning, don't forget about them once you get bigger. Use loyalty schemes, and exclusive user discounts and offers, to showcase that you remember those who helped make your brand. These are just a few tips and tricks for building brand loyalty, but be sure to watch the video above for more information, or find out more about our online branding services here: http://www.koozai.com/brand/ Feel free to check out our other useful Digital Marketing posts at: http://www.koozai.com/blog/ https://www.facebook.com/koozai https://twitter.com/koozai
Views: 1460 Koozai
http://PeteCanalichio.com. When consumers and businesses get into the habit of buying certain brands, they automatically buy them again. Brands usually pass through successive stages of brand loyalty, which is the customers’ allegiance to a particular brand. Whether you're considering to increase business revenue or increase your product lines, these concepts are food for thought. Grab Valuable Resources from Brand Licensing Experts for 100% Free Today. Are you interested in extending your brand’s influence, strengthening consumer relationships, and generating unlimited revenue from guaranteed royalty payments? Get Your FREE Membership Today. Visit: http://PeteCanalichio.com/fast-track.
Views: 60 Pete Canalichio
Get Affiliate Marketing Training + Mentorship Here (FREE) - http://bit.ly/Free_Webinar_2019 + Download (FREE) The 5-Step Formula to Earning $10,000/month Online - http://bit.ly/2Bikk9n Your basic sales funnel The basic sales funnel principle still applies as much now as it did five years ago. Don’t let people try to make it sound more complex than it is. Yes, there are considerably more interaction points – both online and offline – between brands and consumers, but the stages buyers go through are essentially the same. For the sake of explanation, simplicity rules – and this funnel diagram published on Liz Willits’ AWeber blog is a great visualisation: These are the key stages that matter most. You can call them what you like, but every successful consumer journey goes through the first three of these stages. As for the other two, you want every possible customer to reach these stages of the buying cycle. Awareness: The moment a user first discovers your brand, product, offer, ect. Consideration: They’re interested but not ready to buy now – perhaps comparing you against the competition or waiting for a special offer. Conversion: When a user finally makes the choice to buy (hopefully with you). Loyalty: Users who regularly buy from you and find it difficult to go elsewhere. Advocacy: Users who actively recommend you to potential buyers. The key thing here is that your marketing funnel doesn’t end with the purchase. There is plenty more work to be done at this stage. You can add as many stages into this funnel as you deem necessary to your brand but, again, it’s up to you how complex your marketing funnel should be. You can also expand it with time as your strategy becomes more efficient and new opportunities arise. First, though, you want to map out all the potential interactions users can have with your brand and assign them to the most relevant stage of our marketing funnel. For example, a first-time visitor on your site will fit into the “awareness” category while someone who has repeatedly visited the same product page probably fits in the “consideration” stage. By mapping out these interactions and assigning them to each stage of your marketing funnel, you can then target each user – based on their previous actions – with marketing messages designed to move them closer to the purchase. More on this later.
Views: 110 Millionaire Mindset
The first P in the marketing mix is explained in this video .It illustrates the stages of developing a product and the importance of branding and brand loyalty .It also explains the different stages and features of Product life cycle and extension strategies.
Views: 4049 Mazen Nasr
http://bit.ly/2R4VIKh | Learn a helpful framework to quantify, measure, and grow engagement with your leads and customers in this free self-paced course. “To me, brand engagement is an emotional connection with a message. And I use that fairly high-level, because a message can be something internally with your colleagues, and it also can be externally with marketing. Generally, I will be speaking about marketing with this experience, but this idea of brand engagement can actually apply to every part of your life, including your own personal brand, with your relationships, with your boss, as well as with your audience. One thing I also would say with brand engagement is, people are really overusing the word engagement. Again, this idea of the personal connection, the emotional connection, really being able to inspire an individual to take some type of action in their own lives, that to me is what brand engagement involves.” - Amanda Slavin Amanda Slavin CEO & Founder, CatalystCreativ With a Masters of Curriculum and Instruction from NEAG School of Education at UCONN along with a rich history in the nightlife and entertainment industries, Amanda now fuses her diverse expertise to help brands achieve deep and meaningful engagement with customers which goes far beyond superficial “likes” and shares on social media. With clients as diverse as Coca Cola, The Raiders, Google, The Nature Conservancy and the New York City Ballet, Amanda is passionate about using her marketing prowess to help brands do good for the world without sacrificing their bottom line. Amanda has adapted a proprietary method for quantifying and scaling engagement for internal and external customers, known as the Seventh Level Engagement Framework, which she has utilized in building expertise around marketing to Millennials, Gen Z and what she has coined as the "Millennial Minded" demographic. CatalystCreativ is funded by Zappos CEO and venture capitalist Tony Hsieh as part of the Downtown Project.
Views: 385 HubSpot Academy
Satisfaction is a mathematical equation. Customer perception minus their expectation. What are customer value, satisfaction, and loyalty, and how can companies deliver them? What is the lifetime value of customers, and how can marketers maximize it? How can companies attract and retain the right customers and cultivate strong customer relationships? What are the pros and cons of database marketing? Chapter 5 Marketing Management Kotler Killer
Views: 1906 Dr. Sharaf Alkibsi
What is BRAND? What does BRAND mean? BRAND meaning - BRAND definition - BRAND explanation. Source: Wikipedia.org article, adapted under https://creativecommons.org/licenses/by-sa/3.0/ license. A brand (or marque for car model) is a name, term, design, symbol, or other feature that distinguishes one seller’s product from those of others. Brands are used in business, marketing, and advertising. A brand is any name, design, style, words or symbols used singularly or in combination that distinguish one product from another in the eyes of the customer Initially, livestock branding was adopted to differentiate one person’s cattle from another's by means of a distinctive symbol burned into the animal’s skin with a hot branding iron. However, the term has been extended to mean a strategic personality for a product or company, so that ‘brand’ now suggests the values and promises that a consumer may perceive and buy into. Branding is a set of marketing and communication methods that help to distinguish a company from competitors and create a lasting impression in the minds of customers. The key components that form a brand's toolbox include a brand’s identity, brand communication (such as by logos and trademarks), brand awareness, brand loyalty, and various branding (brand management) strategies. Brand equity is the measurable totality of a brand's worth and is validated by assessing the effectiveness of these branding components. In a fleeting market where traditional linear models of business are being replaced by more radical interconnected models, brand equity is one marketing technique that remains firmly rooted in prosperity. To reach such an invaluable brand prestige requires a commitment to a particular way of doing business. A corporation who exhibits a strong brand culture is dedicated on producing intangible outputs such as customer satisfaction, reduced price sensitivity and customer loyalty. A brand is in essence a promise to its customers that they can expect long-term security, a competitive frame of reference and consistent delivery of functional as well as emotional benefits. When a customer is familiar with a brand or favours it incomparably to its competitors, this is when a corporation has reached a high level of brand equity. Many companies are beginning to understand that there is often little to differentiate between products in the 21st century. Branding remains the last bastion for differentiation. In accounting, a brand defined as an intangible asset is often the most valuable asset on a corporation’s balance sheet. Brand owners manage their brands carefully to create shareholder value, and brand valuation is an important management technique that ascribes a money value to a brand, and allows marketing investment to be managed (e.g.: prioritized across a portfolio of brands) to maximize shareholder value. Although only acquired brands appear on a company's balance sheet, the notion of putting a value on a brand forces marketing leaders to be focused on long term stewardship of the brand and managing for value. The word ‘brand’ is often used as a metonym referring to the company that is strongly identified with a brand. Marque or make are often used to denote a brand of motor vehicle, which may be distinguished from a car model. A concept brand is a brand that is associated with an abstract concept, like breast cancer awareness or environmentalism, rather than a specific product, service, or business. A commodity brand is a brand associated with a commodity. Effective branding can result in higher sales of not only one product, but of other products associated with that brand. If a customer loves Pillsbury biscuits and trusts the brand, he or she is more likely to try other products offered by the company - such as chocolate-chip cookies, for example. Brand development, often the task of a design team, takes time to produce. Brand is the personality that identifies a product, service or company (name, term, sign, symbol, or design, or combination of them) and how it relates to key constituencies: customers, staff, partners, investors, etc....
Views: 2231 The Audiopedia
Source: https://www.podbean.com/media/share/pb-unycb-7d9c9e This week, we're talking about increasing your customer loyalty by using your brand as an entire experience! Think about the 5 stages for your brand.What does your audience desire?How exactly can you help them with that desire?What is your brand sensory experience? How do you want to make your audience feel?What’s your brand personality and values? How can you communicate with your audience effectively?Is your brand always the first one that comes to mind? content report: Miles Beckler - https://www.milesbeckler.com/one-year-video-marketing/ How To Be A Productivity Ninja - Graham Allcott
Views: 5 Sell your service
Consumers have hundreds of loyalty programs to choose from, yet they adopt to meaningfully engage only with programs that are relevant to their life stages, lifestyles and needs. Despite more than 3.8 billion individual loyalty memberships in North America, active participation in those programs falls significantly short with more and more consumers not interacting with the programs for which they’ve signed up. Melissa Fruend, LoyaltyOne Global Solutions partner and COLLOQUY Census author shares insights uncovered in the Census Report along with advice for creating more personalized and better experiences for your customers. You'll learn how to: - Go beyond transaction-based rewards to make your loyalty program an extension of your company’s brand promise. - Make reward redemption more appealing by making the redemption itself an experience. - Use your loyalty program to eliminate friction in the customer journey and make it better by keeping up with and anticipating consumers’ needs and demands.
Views: 362 LoyaltyOne
Welcome to Buzzmetrics, the most comprehensive Social Listening Solution in Vietnam. This video introduces to you a unique and proprietary research framework and function in Buzzmetrics social listening platform called Brand (Consumer Decision) Journey Analysis. Through our experience working with the most sophisticated brands, we realize that there is only a small portion of social media discussions that are actually insightful and actionable, and these discussions belong to the Brand Journey. So what is Brand Journey? CDJ is a journey that a customer shares their experience with a brand, broken into 5 stages: Consideration, Didn’t buy, Purchased, Advocate, and Disatisfied. • For example, when someone wants to buy a Samsung Galaxy Note 4, they will go on social network and read about it. This is Consideration or Purchase Intent stage. Analysing their enquiries understand what are they are concerned with. • If the customer decides not to buy the Note 4 or choose Iphone 6 due to certain reasons, these are Barriers to purchase. • After buying the Note 4, the customer will give feedback about it, we know their Drivers to purchase • If the customer recommends Note 4 to others, their mentions will be classified as Advocacy • On the contrary, if the customer is dissatisfied with the Note 4 after usage, their mention is classified in Disastisfaction stage and we know their reasons for brand defection. At Buzzmetrics, our system colllects every mention of a brand and our human aided computer natural language processing technology classifies each mention by the 5 stages of the consumer decision journey and the reason why. Analyzing the Brand Journey allows the brand to know the key factors that affect the purchase journey of their customers, in order to adjust and improve their product or marketing campaign messaging to drive a better bottom line. Contact Buzzmetrics Client Service team NOW for Consumer Insight about your industry or visit our website at www.buzzmetrics.com for a demonstration.
Views: 1907 Buzzmetrics
Willem Wijnen, CMO of multi-national fashion retailer The Sting, talks about how data underpins the company’s ambitions to reward its customers for their loyalty. What’s the next step for a fully integrated, omni-channel retailer? In the case of multi-national fashion retail brand The Sting, it’s loyalty and personalisation, all underpinned by data. Speaking to CMO.com after the Adobe Digital Marketing Symposium in Amsterdam in November last year, Willem Wijnen, CMO of The Sting, explained the next stages on the company’s roadmap (Adobe is CMO.com’s parent company). “We have very loyal customers but we don’t know everything about them yet. We know a lot about our online customers, but not about our store customers,” he explained. “We’re building a mobile app that will bring online and offline together at a customer level, so that we can follow them through all the channels and reward them for their loyalty.” Wijnen pointed out that data is crucial to The Sting’s ambitions in personalisation and loyalty. The company is currently bringing all its data together and developing a single customer view. “We want to make it actionable to communicate the right message to every customer at the right time. Or, possibly more importantly, not the wrong message or at the wrong time. It’s easier to kill things than to build them, so it’s very important to only have relevant communications with customers, and that’s all data-driven.”
Views: 1374 Adobe Experience Cloud
Why does brand matter for startups? There are many things that startups must consider in the early stages of development: where the next funding round is coming from, what the next product release will be, whom to hire, and how to scale. Understandably, brand might seem like something to consider downstream. But in a crowded marketplace, brand might be the difference between one startup receiving funding over another. A strong brand can secure higher valuations from venture capital firms, attract the attention of otherwise apathetic influencers, and most importantly, for a business that is finding its way, it can become a valuable decision-making tool. A strong brand can also help create a better product experience for the user. It can grow awareness, which in turn creates brand loyalty. A powerful brand exemplifies a startup’s unique company culture, one that attracts great talent while reinvigorating existing employees. Your brand is your identity. Brand is not just a value-add to a business; it is at the epicenter of the business. For several decades, the world’s leading companies have realized the value of their brands in terms of customer loyalty and have attributed a real economic value to them. By actively defining and shaping your brand, you are starting on the path of being able to realize this value too. The reality is, the decisions you make every day are already forming your brand, whether you realize it or not. Read on to understand how you can take control of your brand and ensure it’s pointing your business on the path to success. Five principles that make great brands: 1. Great brands are driven by purpose 2. Great brands are built through coherent interactions 3. Great brands are clear and simple to understand 4. Great brands are uniquely identifiable and recognizable in their simpleness 5. Great brands reflect the unique culture of the business Read The Full Steps On Startup Branding https://1businessworld.com/1navigator/why-startups-should-spend-on-brand/
Views: 3 1BusinessWorld
Meet Jane. A real fan and loyal member of CUBE brand! As you can see, Jane's path to purchase contains many stages and a lot more opportunities to engage with & delight her. Learn more: https://www.qivos.com/
Views: 38 QIVOS
Katherine Bouglai, founder and CEO of Brand With Courage talks about the 3 stages of brand development. So many people out there are confused about what brand design or brand development is. Let's make it easy by breaking down this process into 3 simple stages. Katherine Bouglai has been coaching entrepreneurs and building their brands for over 5 years. With her degree in computer graphics as well as her certification and experience of an empowerment coach, she can help you develop powerful, authentic and irresistible brand for you and your business. For your complimentary CD, "What You Need To Know About Branding" visit http://www.BrandWithCourage.com
Views: 82 Katherine Bouglai
Click here to subscribe: https://bit.ly/2HxjQRa Click here to work with me: https://bit.ly/2FY2vzF Marketing Funnels are one of the hottest topics in the world of business and marketing right now and for good reason. But what exactly is a marketing funnel, and more importantly, how can you harness the power of this incredible tool in your business to generate more leads and sales? So What exactly Is A Marketing Funnel? Well, A marketing funnel sometimes called a sales funnel, conversion funnel, or just plain old funnel, is a system that allows you to track the customer journey from having no idea who you are right through to becoming a lifelong loyal customer, and every step in-between. # The Elevation Marketing Process My suggestion is to use something along the lines of The Elevation Marketing Process which goes: Traffic – Conversion – Ascension – Elevation 1. Traffic Step 1 is to identify where your prospective customers (let’s call them leads) are coming from. Are they finding you through social media, a search engine, or a paid ad you’re running. Once you’ve identified your traffic sources you can start to compare and pit them against one another. And may the strongest traffic source win! As a side note, these leads who have never heard about you or your business before are called “cold” 2. Conversion Once your lead has arrived at your website, store front, or landing page, the next step is to get them to make a micro-commitment and take some form of action. If you’re selling a low priced item (like a pack of gum) than that action could be a sale. If you’re selling a higher priced item (like a car) than that micro-commitment could be a smaller action (like going for a test drive). The point here is that you want to encourage them to take the next logical step in the relationship, whether it’s exchanging their contact information like their name, email, or phone number, or even agreeing to a follow up meeting. At this stage your lead is now “warm” 3. Ascension Alright, at this point in the funnel you’re going to be working with fewer leads than you started with. But that’s ok! Because those that are still with you are a higher quality lead, and are more interested in what you have to offer. They’ve also taken some form of action or micro-commitment and are a lot more open to what you have to offer next. It’s at this stage that you want to begin the follow-up process and really bring the value. Continue to nurture your leads by providing more valuable and helpful information but at the same time, don’t be afraid to ask for the sale. If you’ve done a good job at guiding them along their journey up until this point the next logical step should be your core offer, product, or service. When your “warm” lead buys and exchanges their money for your product or service they become “hot”. 4. Elevation It’s now time to really bring on the value and elevate your relationship with your customers. Following up with your recent buyers is one of the fastest ways to solidify your position as a business that truly cares. Buyers remorse is very real, and is alive and well across all markets and industries, so the first 24-48 hours after making a purchase is a critical time to calm any anxieties and affirm your new customers decision to do business with your company. It’s also unexpected. Which makes it an even nicer surprise, and part of the system to turn elevate your customers into brand evangelists who tell their friends, family, coworkers, and sometimes even strangers, about just how great your business is. #LINKS Website: http://adamerhart.com Twitter: http://twitter.com/adamerhart Facebook: http://facebook.com/officialadamerhart Instagram: http://instagram.com/adamerhart Snapchat: snapadamerhart
Views: 20412 Adam Erhart
On Udemy: https://www.udemy.com/user/365careers/ On Facebook: https://www.facebook.com/365careers/ On the web: http://www.365careers.com/ On Twitter: https://twitter.com/365careers Subscribe to our channel: https://www.youtube.com/365careers This lesson on Marketing strategy introduces the notion of promoting a product. Watch more at https://www.udemy.com/mba-in-a-box-business-lessons-from-a-ceo . This video is part of a series of short lessons about Business Strategy. The complete module can be found on Udemy, as a core part of the MBA in a Box course by CEO Valentina Bogdanova and 365 Careers. The course provides a complete Business Education: Business Strategy, Management, Marketing, Accounting, Decision Making & Negotiation in just under 10 hours. -------------------------------------------------- Marketing module table of contents: Marketing: An Introduction Introduction to Marketing What is Marketing's role? Who works in Marketing? Marketing's key processes Marketing: Building a Marketing Strategy What is a marketing plan? The psychology of customers - needs, wants, and demands Conducting marketing research The different stages of marketing research Collecting Primary Data for Marketing Research Performing client segmentation Choosing a target customer group Marketing: How to set up an effective Marketing Mix The four Ps of Marketing and their importance Marketing: How to set up an effective Marketing Mix - Product decisions The product concept Classifying a firm's products The typical product lifecycle Product branding Product packaging Marketing: How to set up an effective Marketing Mix - Pricing decisions The variables influencing product pricing The demand curve Performing break-even calculations Marketing: How to set up an effective Marketing Mix - Place decisions Setting up product distribution Types of distribution channels The advent of e-commerce Marketing: How to set up an effective Marketing Mix - Promotion decisions The essence of marketing promotion Creating a marketing campaign The importance of social media Marketing: How to set up an effective Marketing Mix - A dynamic concept The four Ps of Marketing - A dynamic concept Marketing: Marketing strategy in the long run Allocating the funds available for Marketing - The budgeting exercise Using KPIs to improve decision-making Short-term vs. Long-term marketing goals Interpreting and calculating the Customer-Lifetime-Value formula -------------------------------- Promotion is essentially the art of communicating a product’s benefits to customers and convincing them to acquire the product once, or ideally, a repeated number of times. There are three degrees of brand loyalty: Awareness Preference And Insistence Marketing communication revolves around the three. Customers must know a product exists. Once they do, we need to convince them it is better than competitor products so they can develop a preference. In the best-case scenario, customers who prefer the product will understand its features well, which will develop informational awareness, and that will make them able to explain its benefits to other customers. Continued purchasing of a product, brand insistence, is the goal of promotional communication. It occurs when customers link a product with their own lifestyle. The feeling of personal connection turns repeated customers into raving fans.
Views: 11031 365 Careers
In this book the author takes a different view about customer loyalty altogether and considers it as a 'product' for exchange. This means it requires us to commoditize the concept of brand loyalty and sell it to customers. In this regard, in order to retain the customer through bonding, it requires the firm to offer something extraordinary in exchange for their long-term relationship. Such exchanges are not mere transactions and considered different to the traditional exchanges of goods and services for money. The title of the book therefore reflects the deep meaning of the concept of brand loyalty as a product. Here the author sees this as something of an affinity and bonding that comes from the bottom of the heart of customers. Loyalty therefore does not come suddenly but may takes years to build up through meaningful relationships. Loyalty as a product therefore is said to have a life-cycle with stages of growth, maturity and decline.
Views: 238 Dhananjaya Bandara
Thank you friends to support me Plz share subscribe and comment on my channel and Connect me through Instagram:- Chanchalb1996 Gmail:- [email protected] Facebook page :- https://m.facebook.com/Only-for-commerce-student-366734273750227/ Unaccademy download link :- https://unacademy.app.link/bfElTw3WcS Unaccademy profile link :- https://unacademy.com/user/chanchalb1996 Telegram link :- https://t.me/joinchat/AAAAAEu9rP9ahCScbT_mMA
Views: 12950 study with chanchal
"MARKETING MANAGEMENT MASTERCLASS" Course Link and Discount Code: https://www.udemy.com/marketing-management-masterclass/?couponCode=MARKETINGYT In this video, I have talked about Brand Equity. ................................................................................................ Web: www.marketingbyvijay.com Check out my blog: https://marketingbyvijay.wordpress.com/ Like my Facebook Page: https://www.facebook.com/marketingbyv... Please send your queries, feedback and suggestions on [email protected]
Views: 11661 Marketing by Vijay
Need help building the perfect marketing funnel? Struggling to turn leads into customers? In this video, Eric Siu explains how you can map out your marketing funnel so that potential customers move smoothly from the top to the bottom. Watch on to hear great marketing and planning tips from a total funnel nerd. —— ►Subscribe to my Channel: http://youtube.com/subscription_center?add_user=gogrowtheverywhere ———— Want to learn the SEO tactics that AirBnB, Lyft, and Heineken use to drive millions of site visits a month? Download the case study now: https://www.singlegrain.com/res/digital-marketing-agency/case-studies/ Leave some feedback: • What should I talk about next? Please let me know on Twitter - https://twitter.com/ericosiu or in the comments below. • Enjoyed this episode? Let me know your thoughts in the comments, and please be sure to subscribe. Connect with Eric Siu: • Growth Everywhere Podcast - http://www.growtheverywhere.com/ • Marketing School Podcast - https://www.singlegrain.com/marketing... • Single Grain - Digital Marketing Agency - http://www.singlegrain.com/ • Twitter https://twitter.com/ericosiu -~-~~-~~~-~~-~- Please watch: "Careers in Marketing - How to Choose a Specialty and Score the Best Salary (2019)" https://www.youtube.com/watch?v=2V6K_tGukm8 -~-~~-~~~-~~-~-
Views: 5285 Growth Everywhere
Customer Journey Best-Practices – cx/omni Experts Webinars: In this webinar we outline why customer journey mapping is critical for long term customer loyalty and success of your Company. Ninety percent of all purchasing decisions are made subconsciously and not on a logical or conscious choice. How do you understand and manage your customer’s feelings about your brand at all touchpoints? What is the difference that makes the customer pay more, stay longer and recommend your brand to a friend or colleague?
Views: 437 cx/omni Customer Experience Team
In brief, customers will compare products with their previous expectations and will be either satisfied or dissatisfied. Therefore, these stages are critical in retaining customers. This can greatly affect the decision process for similar purchases from the same company in the future, having a knock-on effect at the information search stage and evaluation of alternatives stage. If your customer is satisfied, this will result in brand loyalty, and the Information search and Evaluation of alternative stages will often be fast-tracked or skipped altogether.
Views: 768 Sama Kadi
Special Guest Jerry Wise, Relationship Expert, Life Coach brings 35 years of professional therapy explaining different types of marriages. In this video he explains the 'loyal-but-loveless-marriage' experiences by many couples today. In this marriage one partner is super loyal and a good person, the other partner is unhappy with simple loyalty and goodness and a lack of intimacy and passion. Jerry Wise offers the tools and guidance each will need to create a more initmate and love-filled marriage. For more help call 317-919-6264; Skype and Facetime marital help is also available for those outside the Indianapolis area. For more about Jerry Wise check out www.familytreecounseling.com
Views: 58031 Family Tree Brand Life Coaches
Does your 2015 Content Strategy Include Buying Guides and How-to Content? See our latest findings, best-in-class examples and actionable tips to boost customer retention and loyalty by employing very specific content strategies using buying guides and how-to content. When it comes to engaging with your customer or promotion loyalty, a buying guide or how-to content can be an extremely valuable asset. In this webinar you'll learn : The primary benefits of buying guides & knowledge centers. Examples of great buying guides, and what not to do. Best approach to creating buying guide content to support each customer stage.
Views: 61 eZdia
In this Dr Vivek Bindra Talks about 7 Crucial steps for Hiring/Recruitment of employees. To Attend a 4 hour Power Packed “Extreme Motivation & Peak Performance” Seminar of BOUNCE BACK SERIES, Call at +919310144443 or Visit https://bouncebackseries.com/ To attend upcoming LEADERSHIP FUNNEL PROGRAM, Call at +919810544443 or Visit https://vivekbindra.com/upcoming-programs/leadership-funnel-by-vivek-bindra.php Watch the Leadership Funnel Program Testimonial Video, here at https://youtu.be/xNUysc5b0uI Follow our Official Facebook Page at https://facebook.com/DailyMotivationByVivekBindra/ and get updates of recent happenings, events, seminars, blog articles and daily motivation.
Views: 342719 Dr. Vivek Bindra: Motivational Speaker
WSI Digital Marketing Video: Developing an engaging mobile ready website that converts visitors into leads and leads into buyers, will provide an effective hub for your digital marketing campaigns - and will lay the foundation for your online success. Here are seven key steps for achieving website success. Step 1: Discovery - Understand What You Need Your website may have many marketing objectives, but it’s important to focus on what your customers and potential customers want. Using buyer personas is an ideal starting point to guide you in the right direction. Step 2: Budget – Think Investment, Not Cost A website is no longer a static shop window – it’s an interactive platform that will keep your customers engaged and create brand loyalty. Your digital marketing budget should reflect this. Step 3: Planning – Crucial to Your Success In addition to planning your website, you will need a complete marketing plan that includes other online strategies that will attract visitors to your site. Only then are you ready to start constructing a full digital marketing campaign Step 4: Design and Build If the discovery and planning stages are successful, the design and development strategy for your website will be become obvious, as your online objectives will guide the construction. Step 5: Test and Debug This step is often rushed, but is vital for delivering a great customer experience. Make sure you allocate enough time for all the necessary QA and UE checks to be completed thoroughly. Step 6: Pre and Post Launch Activities It’s important to capitalize on the marketing opportunities your new website will provide when launched. Incorporate and maximize your social media coverage, search engine exposure and data capture. Step 7: Analyze and Improve Regular measurement and analysis of the data your website can provide will allow you to continually tweak and improve to ensure you achieve a generous return on your website investment. If you would like help to improve your online presence, get in touch with your local WSI Digital Marketing Consultant today: http://www.wsiworld.com/get-in-touch-with-an-expert
Views: 333 WSIWorld
So, you have decided you want to do it. You really want to breathe life into a brand. You want to help set your chosen brand apart from its competitors and do your bit to coax customers into loyalty. You may even be hoping to get some credit for doing so – not always easy in a world of self-promoting bosses and colleagues who love to take credit for others’ successes. Not impossible if you follow our ideas for developing “brand me” - but that is another set of classes for another day. So. right now you have decided to put copy strategies to work. How do you set about it, then? How do you get going? Hold back a moment. Let’s first do a bit of planning. I know, we granddads always put brakes on youthful enthusiasm and urge you to plan before hurtling – Avenger like - into action - but it is a sad fact for the impetuous – and we are all impetuous or we couldn’t be proper marketers - he or she who plans, tends to win. And we all want to win – indeed being a loser is just not an option. So, what are our objectives for our brand copy strategy? We’ve discussed our long-term objectives over and over again. To coax customers – each and every customer - into loyalty to our brand. That’s the end goal. The outcome. But that isn’t going to happen overnight. Few customers are already loyal – you can count on that. When you think of loyalty you should think of a ladder. Brand loyalty sits at the top of the ladder. Lack of brand awareness sits at the bottom. There are many rungs on the ladder and to complicate matters, your customers are all sitting peacefully on different steps. In this scenario our objectives pretty much write themselves – to take each group of customers from the step they are on now to the next step up the loyalty ladder. So, what are these steps on the ladder to brand loyalty? In our next class we look in some detail at two ways of mapping the steps to brand loyalty. The best and most practical is DAGMAR – acronym for Defined Advertising Goals for Measured Advertising Response It maps a journey from the lowest rung – no brand awareness - where hopefully few of your customers sit – in stages up to the top rung of brand loyalty, visiting on the way brand awareness, brand knowledge, brand attitude, purchase intention and satisfaction. To use it make an educated guess as to which rung is currently home to each group of your customers and set the immediate objective of moving them up at least one rung on the ladder. The second model called the customer-based brand equity model is less precise and less detailed. But it too takes the customer from awareness to loyalty. Take a look at these models in part 9 and stay with us to part 10 as we get down to the business of putting brand copy strategies to work.
Keeping customers the importance of loyalty knowing your customer. Importance of customer relationship management (crm). Customer satisfaction is important (6 reasons). Why customers are important customer focus business studies and businesscasestudies. How can you achieve this? One way is by knowing your customer 16 jul 2015 on average, it takes up to three years for a become loyal business. It is therefore important for companies to not only hear what the seeing how customer service and satisfaction essential, importance of great engagement also vital your success. Why customers are important customer focus business studies and why satisfaction is (6 reasons)chron. Customer loyalty why it's important. Considering customer importance at all stages of the marketing process helps your company to ensure greater satisfaction and increase its long term goal repeat service handles issues in stores, over phone even by email. But why customer success is important? Customer a today, customers are not only listening, they also talking back and amongst themselves. Wordpress hosting by customer satisfaction is a crucial business metric why success important software the importance of interaction wipro. Companies that produce highly technical products, such as software or 18 nov 2016 learn the customer service skills you should be using for improved it is important to provide good service; To all types of this part tutorial on managing customers looks at what are considered who most valued marketing company 25 sep 2015 any business. Let's find 18 mar 2015 customers should be at the heart of a business and it's vital to remember that keeping existing is just as important getting new why customer retention so important? By maximizercustomer retention, how keep we are in tough times. Html url? Q webcache. It is a belief that more the keeping customers makes good business sense but it's not always easy. Googleusercontent search. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage improve their businesses one of the primary goals any marketing strategy should be identify meet needs consumer. You've 12 aug 2015 the most successful businesses have a customer first mentality. Keep these five things in mind so that you understand how important it is to your 18 nov 2016 we always talk about make great customer service but rarely wonder why an organization. If they do not develop customer loyalty and satisfaction, could lose their customers 20 jan 2014 satisfaction is a marketing term that measures how products or services supplied by company meet surpass customer's expectation. What does engaging the if you maintain level of customer service and quality that it takes to achieve brand loyalty in first place, your customers will be willing forgive when. Customers are the most important people for any organisation. Why is customer service important to an organization? What good service? The import
Views: 16 Charline Hollar Tipz 2
What are the 5 stages of client loyalty? And why is it essential to move your clients up the loyalty ladder fast? Watch the whole powerful series here: https://www.youtube.com/playlist?list=PLEmTTOfet46MC8fyNaiM6bpiF8fut8HMd Watch this video until the end to see some examples of how Dan move his clients up the loyalty ladder. ★☆★BONUS FOR A LIMITED TIME★☆★ You can download Dan Lok's best-selling book F.U. Money for FREE: http://loyaltyladder.danlok.link ★☆★ SUBSCRIBE TO DAN'S YOUTUBE CHANNEL NOW ★☆★ https://www.youtube.com/user/vanentrepreneurgroup?sub_confirmation=1 Check out these Top Trending Playlist: 1.) How to Sell High Ticket Products & Services: https://www.youtube.com/playlist?list=PLEmTTOfet46PlgDZSSo-gxM8ahZ9RtNQE 2.) The Art of High Ticket Sales - https://www.youtube.com/playlist?list=PLEmTTOfet46NufVkPfYhpUJAD1OBoQEEd 3.) Millionaire Mindset - https://www.youtube.com/playlist?list=PLEmTTOfet46O591glMGzRMoHaIJB-bQiq Dan Lok, a.k.a. The King of High-Ticket Sales is one of the highest-paid and most respected consultants in the luxury and “high-ticket” space. Dan is the creator of High-Ticket Millions Methodology™, the world's most advanced system for getting high-end clients and commanding high fees with no resistance. Dan works exclusively with coaches, consultants, thought leaders and other service professionals who want a more sustainable, leveraged lifestyle and business through High-Ticket programs and Equity Income. Dan is one of the rare keynote speakers and business consultants that actually owns a portfolio of highly profitable business ventures. Not only he is a two times TEDx opening speaker, he's also an international best-selling author of over 12 books and the host of Shoulders of Titans show. Dan's availability is extremely limited. As such, he's very selective and he is expensive (although it will be FAR less expensive than staying where you are). Many of his clients are seeing a positive return on their investments in days, not months. But if you think your business might benefit from one-on-one interaction with Dan, visit http://danlok.com Or consider becoming a member of his high-level mastermind for experts: http://www.danlokinnercircle.com ★☆★ WANT TO OWN DAN'S BOOKS? ★☆★ http://www.amazon.com/Dan-Lok/e/B002BLXW1K ★☆★ NEED SOLID ADVICE? ★☆★ Request a call with Dan: https://clarity.fm/danlok ★☆★ JOIN DAN'S PRIVATE FB GROUP FOR CONSULTANTS & COACHES ★☆★ Apply here: https://www.facebook.com/groups/highticketconsulting/ Dan hangs out there quite a bit. ★☆★ CONNECT WITH DAN ON SOCIAL MEDIA ★☆★ Blog: http://www.danlok.com/blog/ Podcast: http://www.shouldersoftitans.com/ FB Group: https://www.facebook.com/groups/highticketconsulting/ Twitter: https://twitter.com/danthemanlok Instagram: https://www.instagram.com/danlok/ YouTube: https://www.youtube.com/user/vanentrepreneurgroup Linkedin: https://www.linkedin.com/in/danlok Meetup: http://www.meetup.com/Vancouver-Entrepreneurs-Group-Business-Network/ Amazon: http://www.amazon.com/Dan-Lok/e/B002BLXW1K This Video is about: The Loyalty Ladder - How To Use It To Harness The Power of Referrals - Get More Referrals Ep. 7 https://youtu.be/XAMP6wb7WuA https://youtu.be/XAMP6wb7WuA
Views: 16002 Dan Lok
Buy my book today! http://bit.ly/bestbrandingbook Check out my Podcast: https://anchor.fm/caffeinated-content Contact me: http://www.edwindearborn.com/contact/ Connect with me on LinkedIn: https://www.linkedin.com/in/edwindearborn/ My Social Media Customer Engagement Strategy | Questions for Consumer Engagement o succeed in the era of social media, mobile first, and the internet of things, brands need to evolve and engage their customers in a way that fosters customer loyalty and advocacy on a human level, not just as a brand... but also as a friend. According to Bloomberg, only two out of every ten small businesses started by entrepreneurs remain alive after 18 months. The other eight crash and burn. Having true customer engagement, both online and offline, is a priority that must be addressed at the early stages of your brand persona. The earlier you foster this customer engagement, the more likely it is your business will succeed. In a classical sense, you will always have a need for passive marketing in addition to active marketing efforts, but customer engagement is a completely different ballgame. Having a website, installing good signage, and designing awesome business cards are all basic and necessary for your business to exist, but those things can only go so far. It is only when you engage in a relational way that takes into account the needs of your customers, as well as their very primal emotional response, that you will be able to stay ahead of the game. You are best qualified to communicate to your customer, so try to do it as directly as possible. Connect with them on the most relevant platform for your business, whatever it may be. Email is a well known common denominator for high-engagement customer feedback. Utilizing a mailing list and email strategy is a great way to ensure you are covering all your bases. Email campaigns are very economical and can be quite successful if you commit to sending information that is relevant, valuable, and personal. Social platforms are not going away, and making sure that your customers can connect with you socially is essential to your success. Not only do you need to have a Facebook or Twitter account, but you also need to make sure you are constantly and proactively engaging with your customers. A dormant Facebook profile is worse than not having one. Build a rapport with followers: When you use social media, you can build a rapport with audiences, which is something you cannot do with traditional advertising. In short, you put faces to names and reinforce your company image when you are able to connect with your audience on a more personal level. You can make your followers feel special: Social media is a great way to make your audience feel special by offering special deals and promotions. For instance, if you run a payday loans company, you can offer a special rate for a limited time to followers. This can even help you win more followers as well as make the existing ones feel that you are giving them exclusive benefits. Engage with audiences: The key benefit of social media is that you can engage with your audience. By ensuring your posts are of a high caliber and are relevant, you can get a positive reaction from your audience and in turn, engage with them. This can work wonders for your business image, as it makes customer realize that you are more than just a name or logo. Improve communication: Efficient and effective communication with customers is extremely important for your business.
Views: 25 Edwin Dearborn
What is CUSTOMER ENGAGEMENT? What does CUSTOMER ENGAGEMENT mean? CUSTOMER ENGAGEMENT meaning - CUSTOMER ENGAGEMENT definition - CUSTOMER ENGAGEMENT explanation. Source: Wikipedia.org article, adapted under https://creativecommons.org/licenses/by-sa/3.0/ license. SUBSCRIBE to our Google Earth flights channel - https://www.youtube.com/channel/UC6UuCPh7GrXznZi0Hz2YQnQ Customer engagement is a business communication connection between an external stakeholder (consumer) and an organization (company or brand) through various channels of correspondence. This connection can be a reaction, interaction, effect or overall customer experience, which takes place online and offline. The term can also be used to define customer-to-customer correspondence regarding a communication, product, service or brand. However, the latter dissemination originates from a business-to-consumer interaction resonated at a subconscious level. Online customer engagement is qualitatively different from offline engagement as the nature of the customer’s interactions with a brand, company and other customers differ on the internet. Discussion forums or blogs, for example, are spaces where people can communicate and socialise in ways that cannot be replicated by any offline interactive medium. Online customer engagement is a social phenomenon that became mainstream with the wide adoption of the internet in the late 1990s, which has expanded the technical developments in broadband speed, connectivity and social media. These factors enable customer behaviour to regularly engage in online communities revolving, directly or indirectly, around product categories and other consumption topics. This process leads to a customer’s positive engagement with the company or offering, as well as the behaviours associated with different degrees of customer engagement. Marketing practices aim to create, stimulate or influence customer behaviour, which places conversions into a more strategic context and is premised on the understanding that a focus on maximising conversions can, in some circumstances, decrease the likelihood of repeat conversions. Although customer advocacy has always been a goal for marketers, the rise of online user generated content has directly influenced levels of advocacy. Customer engagement targets long-term interactions, encouraging customer loyalty and advocacy through word-of-mouth. Although customer engagement marketing is consistent both online and offline, the internet is the basis for marketing efforts. Leveraging customer contributions is an important source of competitive advantage – whether through advertising, user generated product reviews, customer service FAQs, forums where consumers can socialise with one another or contribute to product development. In store, or offline customer engagement is best leveraged by associates’ extensive brand and product knowledge, and the digital access that supports it. Equipped with a tablet that also delivers store and sales training, educated on-floor associates become brand ambassadors who can show consumers high-definition product imagery and video to help cross-sell, up-sell, grow relationships and foster loyalty.
Views: 4358 The Audiopedia
Katheryn has finally admitted to Jim that she shot the DA. Still, she thinks they should try to pin the murder on Veronica. For more on #HAHN, visit http://bit.ly/TQXy0p Find OWN on TV at http://www.oprah.com/FindOWN #OWNTV #HAHN #TikaSumpter SUBSCRIBE: http://bit.ly/1vqD1PN Download the Watch OWN App: http://bit.ly/2hr1nX2 Download the OWN Bold Moves App: http://bit.ly/2hglOIa About Tyler Perry’s The Haves and the Have Nots: Tyler Perry's “The Haves and the Have Nots” is a television drama from the prolific writer, director and producer Tyler Perry. The show follows the complicated dynamic between the rich and powerful Cryer family and the hired help who work in their opulent Savannah, Georgia mansion. About OWN: Oprah Winfrey Network is the first and only network named for, and inspired by, a single iconic leader. Oprah Winfrey's heart and creative instincts inform the brand -- and the magnetism of the channel. Winfrey provides leadership in programming and attracts superstar talent to join her in primetime, building a global community of like-minded viewers and leading that community to connect on social media and beyond. OWN is a singular destination on cable. Depth with edge. Heart. Star power. Connection. And endless possibilities. Discover OWN TV: Find OWN on your TV!: http://bit.ly/1wJ0ugI Our Fantastic Lineup: http://bit.ly/1qMi2jE Connect with OWN Online: Visit the OWN WEBSITE: http://bit.ly/1qMi2jE Like OWN on FACEBOOK: http://on.fb.me/1AXYujp Follow OWN on TWITTER: http://bit.ly/1sJin8Y Follow OWN on INSTAGRAM: http://bit.ly/LnqzMz Follow OWN on PINTEREST: http://bit.ly/2dvfPeN Big Mistake: Jim Questions Veronica's Loyalty | Tyler Perry’s The Haves and the Have Nots | OWN http://www.youtube.com/user/OWN
Views: 68216 OWN
Customer loyalty expert and best-selling author, Jackie Huba, argues that Lady Gaga didn’t become the success she is today based solely on her talent. She did so by engendering immense loyalty from her fans – not just through her music – but through the message she inspires and the community she has built around that message.
Views: 449 Greenleaf Book Group
Will Jeffery turn in Benny to save his own skin? For more on #HAHN, visit http://bit.ly/TQXy0p Find OWN on TV at http://www.oprah.com/FindOWN #OWNTV #HAHN #TikaSumpter SUBSCRIBE: http://bit.ly/1vqD1PN Download the Watch OWN App: http://bit.ly/2hr1nX2 Download the OWN Bold Moves App: http://bit.ly/2hglOIa About Tyler Perry’s The Haves and the Have Nots: Tyler Perry's “The Haves and the Have Nots” is a television drama from the prolific writer, director and producer Tyler Perry. The show follows the complicated dynamic between the rich and powerful Cryer family and the hired help who work in their opulent Savannah, Georgia mansion. About OWN: Oprah Winfrey Network is the first and only network named for, and inspired by, a single iconic leader. Oprah Winfrey's heart and creative instincts inform the brand -- and the magnetism of the channel. Winfrey provides leadership in programming and attracts superstar talent to join her in primetime, building a global community of like-minded viewers and leading that community to connect on social media and beyond. OWN is a singular destination on cable. Depth with edge. Heart. Star power. Connection. And endless possibilities. Discover OWN TV: Find OWN on your TV!: http://bit.ly/1wJ0ugI Our Fantastic Lineup: http://bit.ly/1qMi2jE Connect with OWN Online: Visit the OWN WEBSITE: http://bit.ly/1qMi2jE Like OWN on FACEBOOK: http://on.fb.me/1AXYujp Follow OWN on TWITTER: http://bit.ly/1sJin8Y Follow OWN on INSTAGRAM: http://bit.ly/LnqzMz Follow OWN on PINTEREST: http://bit.ly/2dvfPeN Veronica Stages Her Plan to Ruin Benny's Life | Tyler Perry’s The Haves and the Have Nots | OWN http://www.youtube.com/user/OWN
Views: 129631 OWN
The mission of this channel is to teach help business owners get Facebook and YouTube to build a strong business brand. We apply monthly plan and strategy to Facebook and YouTube campaign to have a sustainable development in businesses. To see more details visit our website: www.videotubeacademy.org SUBSCRIBE to learn how to grow your YouTube channel! https://goo.gl/3qvw7u See our facebook page: https://business.facebook.com/videotubeForYouTube See Facebook Ads Service plan :http://www.videotubeacademy.org/facebook-plan/ See our Video service plan: http://www.videotubeacademy.org/facebook-video-ads-plan/ Access our online courses: http://www.videotubeacademy.org/ visit our twitter page: https://twitter.com/debazitdatta For more call us at 01717691120
Views: 156 VideoTube
In commerce, customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship.This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual's experience during all points of contact matches the individual's expectations. Wharton's Professor of Marketing Barbara E. Kahn has established an evolutional approach to customer experience as the third of four stages of any company in terms of its customer centricity maturity. These progressive phases are: Product orientation: Companies just manufacture goods and offer them the best way possible. Market orientation: Some consideration on customer needs and segmentation arises, developing different marketing mix bundles for each one. Customer experience: Adding to the other two factors some recognition of the importance of providing an emotionally positive experience to customers. Authenticity: This is the top maturity stage of companies. Products and service emerge from real soul of brand and connect naturally and on long term sustainable basis with clients and other stakeholders. When considering how to improve customer experience, keep these eight all-important aspects of the consummate customer experience in mind: 1. Value - Product availability, functionality, and an acceptable price point. 2. Help to create positive emotions - Positive emotions are shown to broaden customer attention, adding the potential for extended sales beyond the intended purchase. A customer with a positive viewpoint will possess a more global view of the possibilities offered rather than a limited local view. In-store retailers can use sensory perception to induce positive emotions. Online retailers use visual and auditory inducements. 3. Physical dynamics of the transaction - Appropriate initial contact and good first impression including proper sales rep demeanor, politeness, and helpfulness. Layout, appearance and engaging presentation. Ease of purchase and smooth, efficient transaction. 4. Promptness - Response time, and prompt problem resolution. 5. Full transparency - Information readily available and offered in a clear and concise manner. Information to include discounts, shipping and handling, product information, reviews, refund and return policy. 6. Communication - Online support, live chat, personal interactions, and questions always answered. 7. Post-sale customer service - Transaction updates, shipping and tracking, ensuring full satisfaction with purchase. 8. Encourage and direct customer loyalty - Be a trusted site, have the right products and services available, be dependable and responsive to the needs of the customer. According to the White House office of Consumer Affairs, customer loyalty is noted as being worth, on the average, up to 10 times the amount of the customer’s first purchase. Customer experience metrics such as the NPS, CSAT, and CES provides valuable information for companies as it is imperative to understand if, and where, there may be problems with customer experience. These metrics serve to create a benchmark from which companies can gauge their performance. The CSAT, Customer Satisfaction Score, measures the immediate satisfaction of customers surrounding a single transaction. The Net Promoter Score (NPS) provides indicators of whether or not products and services would be recommended by a consumer post-purchase using the simple question, “would you recommend this company to a friend or relative?” CES, the Customer Effort Score, is an indicator of the lifetime value of a particular customer. The question “How much effort did you personally have to put forth to handle your request?” rates responses on a scale from 1-5. An effort score of 5, the most effort, carries with it little or no chance for expected retention of that particular customer on a long-term basis. “If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.” — Jeff Bezos When all is said and done, the consumer wants value for their dollar and wants to feel valued by the companies with which they do business. Everything that goes into creating a positive customer experience serves these two simple needs. It is, however, due to advances in technology and service options, a world marketplace that is constantly in flux. This state of flux allows the needs of the consumer to evolve in ways with which companies must adapt and expand their best practices.
Views: 566 Nazmul Shahadat