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The Current State of Online Communities for Customer Support

Demand Metric, in partnership with Vanilla Forums, set out to learn what the customer support landscape looks like and how effective crowd based, self-service support channels are working.

Free
Free

Join Demand Metric Chief Analyst Jerry Rackley as he shares 10 key success factors and a 3 step action plan for implementing a customer lifecycle marketing strategy.

Read this How-To Guide outlines to learn what Data Enhancement is and how Data Enhancement can benefit your organization.

Customer Lifetime Value Calculator

You need to determine your company's customer lifetime value (CLV).

Calculating Customer Lifetime Value

This guide will help you learn what customer lifetime value (CLV) is, and how to calculate it in order to benefit your organization.

Customer Experience Management Assessment

Use this tool to analyze customer experience management (CEM) maturity in your organization.

Free
turning customers into brand loyalists

This eWorkshop will explore what Brand Loyalty is, how to measure it and how to put a plan in place to turn more of your customers into Brand Loyalists.

Brand Loyalty Dashboard

Use this tool to define, track, and report on your key brand loyalty metrics.

Read this guide to learn how to increase your brands awareness and how to ensure your customers stay loyal to your business.

Customer Satisfaction Survey

A survey template to help you benchmark current levels of satisfaction.

Jesse Hopps's picture
Rockstar
Jesse Hopps
Rockstar

We have partnered up with Diane Magers, a customer experience management (CEM) expert to build a new methodology and tool-kit for our members. If you have any ideas, insights, or advice for contributing to this new resource, post a comment below.

Beulah Els's picture
Contributor
Beulah Els
Contributor

Customer Journey Mapping has become my recent obesession and rightly so as we move into 2015 and I realize day after day how just how competitive the loyalty and reward arena has become.

Companies have to re-align their strategies to ensure they are aware of the Customer Journey, the relevant touch points and social interactions (if any) that contribute towards the overall experience.

Lauren Follett's picture
Rockstar
Lauren Follett
Rockstar

Marketing success has universally rested on a single principle: “Know Thy Customer.” But, without a unified and current customer profile, critical marketing campaigns like demand generation, lead management, scoring and nurturing are woefully inadequate. 

To succeed in today’s multifaceted communication environment, modern marketers need to embrace a new paradigm for creating and managing customer profiles: Customer Profile Management. 

Lauren Follett's picture
Rockstar
Lauren Follett
Rockstar

Bottom line: exceptional customer experiences make your reputation a good one. Here are five ways to accomplish this, and build a great business reputation:

Develop CredibilityAlways deliver what you promise at minimum.  The best way to do this is to under-promise and then over-deliver.  You’ll hurt your reputation if you make promises you don’t keep.

Lauren Follett's picture
Rockstar
Lauren Follett
Rockstar

You may want to learn about the value of employee engagement first. 

Look closely at any company that has earned a “best place to work” award, or one that regularly wins accolades from customers and you’ll discover a common thread: highly engaged employees. 

Compared to companies with lower levels of engagement, companies with higher levels report higher levels of benefits in several key areas:

Jesse Hopps's picture
Rockstar
Jesse Hopps
Rockstar

Over the years, I have heard a lot of customers asking about how to calculate customer lifetime value.  We are considering building an interactive tool to help you calculate customer lifetime value (CLV), but would like to get some feedback from members before we start.  Has anyone out there built a customer lifetime value calculator in the past?  Would you find value in a customer lifetime value calculator tool?  

Vote on this idea to let us know!

UPDATE:  this tool has been produced along with a How-To Guide to provide additional information:

Lauren Follett's picture
Rockstar
Lauren Follett
Rockstar

Many companies don’t give enough of their time and money to customer service, which I think is a huge mistake. In my opinion, good customer service is one of the major deciding factors when it comes to a purchase decision, and customer loyalty.

Considering the popularity of social media and the amount of blogs, micro-blogs & forums that are out there, bad news about your company can spread like wildfire. That being said, the same is true about positive reviews.