What does it mean to have exceptional customer service? Automated phone systems? Chatbots? Help guides? These ease your customer support teams’ workload, but they don’t always cater to the needs of your customers—especially if they have a unique or urgent issue. When they’re facing a problem, customers don’t want to click through a series of … Read more
![How AI Can Improve Your Customer Experience [New Data + Tips]](https://nicheplrnewsletter.com/news/wp-content/uploads/2023/12/ai-customer-experience.pngkeepProtocol.png "How AI Can Improve Your Customer Experience [New Data +")
62% of business leaders across industries have invested in AI to help their employees. Of those, 71% have seen a positive ROI, and 72% report increased employee productivity. But how does AI stack up when it comes to customer experience specifically? Keep reading to learn how to leverage AI-driven customer experiences — and why you … Read more
If a business is an orchestra, then every department is its own instrument. When teams work in isolation, the result is simply noise. However, when everyone unites around shared goals, beautiful music is made. And there’s no sweeter harmony than what’s created through collaboration between customer service and marketing. Looking for proof? Look no further … Read more
Growing your customer base without draining your budget can be tough, especially in today’s dynamic market. With constant search engine updates and ever-evolving user behaviors, how do you drive revenue for your business while keeping your customer acquisition costs low? How do you know where to focus your ad spend for maximum ROI? If you’re … Read more
Step 1. Fully Understand The User’s Search Intent It’s easy to just take whatever keywords you like from a keyword research tool and put them onto your site. But if you suspect that that strategy is a bad idea, you are correct. Finding the right keywords requires planning. The key is to put some thought … Read more
There are two very big considerations when taking on a new PPC client: Will you make money by helping this client, and will you enjoy working with them? Both of these questions factor into SQLing (sales qualified lead-ing) a prospective client. Yet they should be asked of existing clients, too. Scope creep (being asked to … Read more
![What is a customer journey map and how to make your own [examples included]](https://nicheplrnewsletter.com/news/wp-content/uploads/2023/11/What-is-a-customer-journey-map-and-how-to-make.png "What is a customer journey map and how to make")
Do you know what your customers see and do before they purchase from you? They see your ads, interact with you on social media and explore your website before they buy. All these interactions—from the first ad impression to every “Please help” DM customers send—define your customer journey. To keep up with it all and … Read more
![How to Map Your Ecommerce Customer Journey [Template Included]](https://nicheplrnewsletter.com/news/wp-content/uploads/2023/10/ecommerce-Sep-13-2023-09-08-01-7144-PM.pngkeepProtocol.png "How to Map Your Ecommerce Customer Journey [Template Included]")
We’ve discussed how the customer journey impacts sales, service, and marketers. But one segment that feels different is the ecommerce customer journey. The customer journey is different from service-based companies because it can be much quicker (buying from Amazon or an Instagram ad). However, if you work at an ecommerce company, it’s important to understand … Read more
In marketing, brand awareness is a significant focus—in fact, it’s likely one of your main goals. But it’s all too easy to get so wrapped up in reaching and acquiring new customers that your current customer base gets left in the dust. This is where customer marketing comes in. Customer marketing is one of the … Read more
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
