At INBOUND 2023, HubSpot CEO Yamini Rangan introduced changes to the customer journey driven by the recent surge of AI technology. Where people spend their time, how they buy, how they share information, and how they expect to receive customer service is all changing. What’s not changing, however, is the importance of connection. The advent … Read more
According to the wisdom of this episode’s guest, Pam Didner, the customer journey is best approached by B2B marketers not from the customer’s perspective but from consideration of the touchpoints they, the marketers, have control over. Otherwise, she says, it’s easy to become overwhelmed and confused. “All of us have thousands of paths or options … Read more
Gone are the days when you had full authority over your brand reputation. Today, customers are in the driving seat, and all this is happening on social media. So, if your brand doesn’t have a solid social monitoring and listening strategy, you’re missing out on the most valuable data and insights to build your business—but … Read more
In today’s fast-paced business realm, the digital landscape has bestowed upon us an invaluable treasure trove: customer data. With each click, purchase, and interaction, customers leave behind breadcrumbs of insight. Something that, when skillfully harnessed, can pave the way to unparalleled customer service experiences. Personalized interactions reign supreme, so, the art of customer service has … Read more
“[Privacy] matters in so many ways. It has never been easier to start a business, to disrupt an incumbent in a business, to build a business. Because of that, consumers and prospects are just overwhelmed with options, which makes trust so much more scarce,” says HubSpot CMO Kipp Bodnar. On this episode of the Marketing … Read more
![Research Finds Customer Loyalty Isn't What It Used to Be [2023 Data]](https://nicheplrnewsletter.com/news/wp-content/uploads/2023/08/good-introduction-sentence-1.pngkeepProtocol.png "Research Finds Customer Loyalty Isn't What It Used to Be")
It’s a reality we can’t ignore: Customers are increasingly exploring different brands and shopping options. Product unavailability and depleted inventory shelve coupled with rising prices have made even the most loyal customers inclined to venture beyond their go-to brands. Does that mean brand loyalty is dead? Our new research report at 84.51°, “The loyalty shift … Read more
Customer service teams are constantly under pressure. While customers expect them to respond immediately and know all the answers, siloed teams, opaque workflows and fragmented customer data across channels add to the challenges support teams face on an ongoing basis. They need the right tools to make swift, efficient decisions and provide the kind of … Read more
Customer relationships have always been important in the world of business, but the management of these relationships has changed in a big way over the past couple of decades. Understanding more about just how far we have come in this regard means that you will then be able to make the most of modern tech … Read more
Enhanced customer satisfaction, high customer engagement, and increased revenue are good reasons to develop an omnichannel customer experience. Still, it takes more than integrating multiple channels to build a successful one. It takes a strategic approach, continuous optimization, a customer-centric mindset and a well-planned omnichannel strategy to make it all possible. This guide introduces the … Read more
We all dread dealing with customer service. From long hold times to unanswered emails, it can create an unpleasant experience. Traditionally, customers call a toll-free support number or send an email to the help desk. Now there’s a third option: social media. More customers are turning to social media for their customer service, which creates … Read more
Building and optimizing your tech stack with the best B2B marketing integrations improves the customer experience and streamlines operations. Marketing teams are doing more with less, and they have fuller plates than ever. Companies are implementing AI tools in every element of business operations, and scrambling to make sure internal teams are taking advantage of … Read more
A customer doesn’t just mindlessly purchase a product or service. They go through an entire journey, from discovering your brand, to purchasing your product or service, to sometimes recommending it to someone else. To make sense of your customer’s journey, you’ll need to leverage customer journey analytics. Every business, startup or enterprise — in any … Read more
If you are reading this article, chances are that you know something about Ryan Deiss and his Customer Value Journey. Ryan literally built a marketing education empire on the concept of this framework. It’s so important to the DigitalMarketer community that he even has the original napkin version framed like a relic to be viewed … Read more
Imagine having a bunch of puzzle pieces scattered in different places — that’s not very helpful. If you put them together, they tell a more cohesive story. Customer Data Platforms (CDPs) serve the same purpose — they gather customer data from different sources and store that data in a central place. Because this data helps … Read more
To be competitive as a brand, it’s essential to constantly offer value to your customers. Customer value is what makes the wheels of commerce go around. It’s what makes your customers buy from you, engage with you, follow your accounts, give you positive reviews, and recommend you to their friends. If you’re familiar with our … Read more
Voice of customer (VoC) data is a collection of your customers’ feedback based on their experience with your brand during the customer journey. Digital and social media have changed the way consumers interact with a brand. This has resulted in tons of feedback in the form of social media comments, reviews, posts and videos. Analyzing … Read more
Marketing can be a tricky game to master, and psychographics can be your manual. Consumers are perpetually bombarded with advertisements demanding their attention. From emails to billboards to social media, constant noise from an infinite number of brands is leaving marketers in a bit of a pickle. Demographic marketing is not enough to truly reach … Read more
If you’re listening to a coach, professor, or sales dude explain the ins and outs of selling a product, at some point, they’re going to tell you to make a buyer persona. But, another figure in the selling sanctum of knowledge might tell you to make a customer persona. Or a customer profile. Maybe a … Read more
