Five key ways to revitalize your marketing team

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When you have a new marketing team, the team begins with a high energy level and members are excited about the challenge being given to them. Generally speaking, after the first year, the team can experience a slump that could stall progress on the team's marketing initiative or put an end to its future achievements. I guess after the freshness of being a part of a team has worn off, team members begin to raise the inescapable what's-in-it-for me question. In the beginning, the chance to have more input in decisions might be adequate to keep the marketing team motivated. As the team moves further along acknowledgement of individual and group contribution might be sufficient to keep member interest high. But as a team's efforts begin to show an impact on the…
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Top 10 tips to empower your sales force for greater customer retention that drives loyalty

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To remain competitive in a dynamic and increasingly multifaceted global setting, you need to create an environment in which your customers are at the center of every decision. The idea of having a customer-centric approach is the essential element for generating customer loyalty and retention. It is known fact that a 5% increase in customer retention has been shown to increase profitability from 25% to 85%. Hence, here are the top 10 tips to empower your sales force for greater customer retention that drives loyalty: (more…)
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Six ways for building customer value to enhance the relationship

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Beyond short-term outcomes, beyond even immediate results, successful long-term relationships are key to determining operational as well as financial success for your business. Below are my six indicators which can/should be used to understand the customer relationships and how to add value: Satisfaction.  Do tangible and intangible benefits outweigh the costs?  Satisfaction gauges how positively the customer feels toward the other due to the underpinning of positive expectations. Quality is an element of satisfaction. (more…)
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Is Loyalty a type of customer behaviour?

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It is a known fact that having a loyal customer base helps an organization in several ways, such as reduction in costs and an increase in profits. It’s true that a customer’s average consumption increases over time, hence bringing in more sales revenue. Also, a loyal customer base enables the organisation to cost reductions through reducing sales cycles, fast-tracking order processing, and increasing customer referrals. But, the question is, is Loyalty a type of customer behaviour? I am of the view that loyalty is a customer behaviour which is influenced by many different factors that cannot be easily identified or captured in a single satisfaction survey. For example, loyalty can be driven by: (more…)
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Eight ways social engagement can transform your engagement strategy

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SOCIAL media platforms and concepts are all interdependent and can combine to change the way small and medium business create and harness customer loyalty. 1. Totally wired What happens when everyone in your target audience has full, fast internet access? Or, maybe more interesting, what about when your prospects/customers are actually making their purchase decision? The increasing bandwidth and greater availability of mobile computing make these questions increasingly relevant. To take advantage of this ease of access to information, business (especially SMEs) will need to change their prospect and customer engagement to emphasise synthesis and other higher order activities. (more…)
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Back on the deck… well almost!

Back on the deck… well almost!

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I haven't been blogging or writing on this website lately. Time has just flown. I am back from hibernation, lots to do before I feel in control again. Work, vacation, and toddler duties kept me in hibernation for the last 125 days… phew! Hope to keep the flow of material on this site going. Regards, Chintan
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How to increase customer engagement in a B2B space

How to increase customer engagement in a B2B space

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Customer Engagement can be achieved by utilizing online conversation to reach customers without even talking to them. You can take advantage by providing meaningful and relevant information through whichever technology and online locations preferred by your customer be it mobile, sms, chat, social media and so on. I believe that customer engagement is an integral part of marketing, especially complimenting to traditional approaches like billboards, ads and email. For me customer engagement is the making of a long term relationship between your brand and your customer, by constant flow of two way communications. In other words, it’s the actions you take for making a customer believe in your product/service; moving away from the transaction based approach to focus on building long term loyalty. Some points to ponder: Engagement affects loyalty,…
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Nine golden ways to increase referrals

Nine golden ways to increase referrals

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There may have been several advances in the tactics used for marketing a product or a service. But none is as effective as the most ancient one – marketing by referral, which breaks all marketing barriers even in this advanced day and age. Wondering how? Referring from one person to another, without the involvement of advertisers, outside the arena of sales people, referrals recommendations can be quite convincing to potential customers (more…)
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The idea of customer recognition

The idea of customer recognition

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  If you have a loyalty program you probably have different levels where members belong, this is the idea of recognition – Platinum customers get preferential treatment. I strongly believe that customers like this recognition and feel proud about their association. After all, all it signifies is that "Hey, you are important to us." If you don’t believe me, just look at any airline frequent flyer program. I have come across many members who like state that they are “gold” and “platinum” members. I believe that at every level of your loyalty program there should be increased customer recognition. The recognition you give should be noticeable e.g. extra points, or intangible e.g. special entry or invitation to VIP nights. (more…)
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Marketing specialisation segments

Marketing specialisation segments

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Last week while having a drink I asked an acquaintance as what she was doing, she replied “marketing”. Intrigued as I am, this forced me to ask further two questions “what do you mean and what sort of areas you specialise in”. Well, she started outlining her entire PD! I believe that in today’s world it’s very important to know what the main marketing segments are and where you have your skill set/s. The list below will help you identify your area of expertise: (more…)
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