The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.
TUESDAY, FEBRUARY 9, 2016
4 Using Predictive Analytics to Stop Silent Customer Churn.Silent customers pose a major risk to companies. They rarely let companies know when there is a problem or when they are dissatisfied and then they unexpectedly cancel their services or simply never return to a business. Read the full post here.
What Really Makes B2B Buyers Loyal to Their Suppliers?It’s easy to forget that customer experience is a multi-faceted phenomenon that results from all the interactions that a customer or potential customer has with a company, only some of which involve marketing communications or marketing content. Read more here.
Customer Loyalty Trends in 2016.The customer loyalty landscape is changing rapidly and that pace of change is only likely to accelerate in 2016. More and more, companies are viewing their loyalty investments as an opportunity to differentiate themselves and drive positive ROI for the business, as a profit center rather than just a cost of doing business. Three of the key trends driving this change in mindset are: personalization, the omni-channel customer experience and connected devices.
The three things you can do to deliver a better customer experience.Every journey begins with a single step. When it comes to improving customer experience, the first step in your journey can be a simple one. Just ask yourself: “How can we make this experience better? There’s little doubt that the broader discipline of customer experience management is complex; it encompasses no less than every segment, function, journey and customer-facing process or technology your company employs. But at core, the process is relatively simple – anyone can do it.
Get the Most from your Voice of Customer Data.Voice of Customer (VoC) is the in-depth process of capturing a customer’s expectations, preferences and aversions. It plays a huge role in ensuring an optimum customer experience. As Steve Cannon, CEO of Mercedes-Benz USA, said recently, “Customer experience is the new marketing.” So if that’s the case, it’s important that companies get as much out of their data as they can.
Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to email@example.com
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