customer satisfaction

71% of Consumers Prefer Buying from Companies Aligned with Their Values

Seventy one percent of consumers prefer buying from brands that align to their values. This statistic was unveiled by 5W Public Relations’ 2020 Consumer Culture Report . Brand Values Alignment Millennials find buying from companies that share their values even more important. In fact, 83% of this demographic stress the importance of value alignment. And …

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Free Book Excerpt: Ignore Your Customers (And They’ll Go Away)

  Businesses all agree: you must serve customers well. But in today’s always-on digital ecosystem, this has been ramped up to the umpteenth degree. If you ignore your customers on the many different channels in which they communicate, they might just go away — for good. Micah Solomon’s book, Ignore Your Customers (And They’ll Go …

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Dan Miller of Opus Research: The Customer Engagement Model is Becoming a Conversation

Conversations eat apps’ lunch.  Twilio founder and CEO Jeff Lawson made this statement. It happened at the company’s annual user conference, Signal.  The statement stayed with me for a while. A few other remarks from his talk stuck with me too. And eventually led to an article I wrote . It served as part of …

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93% of Professionals Find Customer Retention Just as Important or More than Acquisition

In order to retain the customers, you currently have you first had to acquire them. So, once you have your customers, how important is customer retention? According to a new survey and report from Brightback, 93% of professionals in subscription businesses think it is just as or more important than the acquisition. The value of …

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10 Tactics for Managing New Clients’ Expectations Early in a Business Relationship

When you get a new client, they are usually all over the place when it comes to their expectations of what you can do for them. Managing their expectations is one of the most important things you need to do early on. If you underpromise too much, you risk driving the client away. On the …

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10 Business Apology Letter Examples

Pretty much every business will have to apologize for something at some point. However, many companies don’t do this effectively. Mastering the art of the apology can help you keep customers’ business, secure future business, and improve customer loyalty, and avoid negative buzz that could harm your reputation going forward. Business apology letters are essential …

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Why Having Too Many Apps Running Your Business Will Hurt You

  Service-based business owners face a new generation of customers. In the age of social media and online shopping, customers expect businesses to deliver an unprecedented high-level of service online and offline. You must stay available around the clock. And create a personalized experience for every customer. As a result, many owners try to conquer …

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Commentary: Your supply chain is part of your consumer experience

As news about the struggles Rent The Runway is experiencing began appearing in the press over the past week, I have been reminded of a blog post I wrote in 2014, Why Tech Startups Can Gain Competitive Advantage from Operations .  Rent The Runway is not alone. A few weeks ago, Popeye’s Louisiana Kitchen learned …

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