Inward Blog

Viewing entries tagged with 'customer experience'

Proper alignment of employee and customer enagagement contribute to a brand culture

 

Creating a large pool of loyal customers is extremely important to the sustainability of a business, but it is the employees that are the enabler of the products and innovations.  Having loyal employees and loyal customers allow companies to sell products more successfully than average. Great products and excellent employee service are crucial to creating loyal customers and growing a business.

Posted by Allan Steinmetz at 12:00am

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2017 Engagement Predictions From Inward

The other day I read a blog post by my good friend and former colleague David Sable, CEO of Young and Rubicam, entitled “My 7 Predictions for 2017 From A Cloudy Crystal Ball”. As usual it was an interesting read and stimulated a great deal of thought.

Posted by Allan Steinmetz at 11:00am

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Put A Face on Your Customer Experience Programs to Avoid Failure

It is both logical and common knowledge that there is a direct correlation between high customer experiences with high levels of employee customer experiences.  When aligned properly, it provides incremental revenue and customer satisfaction. There have been numerous studies cited by the NRF and Gallup, which substantiates this finding.  Yet, all too often I see external customer experience programs falter and fail. They start out with a lot of enthusiasm and support and after about six months, new initiatives and priorities come into play and the customer experience program wanes while the focus shifts somewhere else. Ultimately management loses interest or doesn’t see the benefit/value. The programs get canceled and get the bad rap of being ineffective. I often hear clients say, “we’ve tried that before and it failed.”

Posted by Allan Steinmetz at 11:00am

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The Brand Value of Putting your Customers First

We have heard it over and over again, communication is no longer a one-way street between your brand and your customers. In fact, more often than not, your brand reputation lies in the hands of internet-savvy consumers who will advocate for or against your brand outside the realm of the traditional marketing mix.  Marketers must consistently engage these advocates with flexibility and understanding. 

Posted by Allan Steinmetz at 11:00am

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Successful Product Placements in Hollywood Films

Hollywood creates amazing opportunities for brands to assimilate their products into American culture. Sometimes it is an unpaid product placement, other times it’s an investment made by companies. However, the data has shown that if the product is well integrated into the film, the results can be impressive. Here are five brands that benefited from placing their product in a Hollywood film.

Posted by Allan Steinmetz at 11:00am

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INFOGRAPHIC: One Approach to Customer Loyalty

One of the biggest challenge for marketers, aside from acquiring new customers, is finding a way to maintain customer loyalty.  The more loyal customers your business can maintain, the more likely it is that you will save costs and increase revenue.  There are many ways to build a strong base of loyal customers, including improving customer experience, speedy responses to solutions, interactive social media, and more.  One quick and easy way to improve customer loyalty is by instating a loyalty program that includes benefits for your customers.  This infographic from Ciceron provides important statistics on how beneficial a customer loyalty program can be for your business.  Just a quick note, though, that this is not a complete solution to customer loyalty, but just one of many ideas that your business can implement to increase loyalty.  Take the time to see if a loyalty program is something that could work for your business!

Posted by Allan Steinmetz at 9:00am

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Employee Loyalty and the Emotional Gap

As a leader, it can be difficult to understand what your employees really want from their jobs. Trying to deliver “happiness” is too vague and intangible, especially when each person’s definition of happiness is different. Marketing Metrix published some interesting research on employee satisfaction in the hospitality industry. The results are quite staggering.

Posted by Allan Steinmetz at 9:49am

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5 Tips to Keep Customers Coming Back For More

Creating a large pool of loyal customers is extremely important to the sustainability of a business. Having loyal customers allows you to up-sell your products at a more successful rate. Great products and excellent customer service are key to creating loyal customers. No matter what industry you are in, issues always arise; it is how you deal with these issues that can really make or break your relationship with your customers. Customers want to find that one brand they can really trust. Once that trust is built, they’ll continue to come back for more! Check out these 5 tips on building customer loyalty for your business:

Posted by Allan Steinmetz at 6:44pm

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Is Your Brand Ready for the Next Level of Customer Commitment?

By Taylor King, Associate Account Manager. Follow Taylor on Twitter @TaylorKing_479

Posted by Allan Steinmetz at 2:53pm

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Understanding the Technique Behind Successful Brands

When prompted, we can all provide a list of brands we love, or hate. As we progress throughout our day as consumers, we make choices that signal preference for one brand over another. Some of our choices are purely transactional; others however, are the result of specific brand preferences cultivated over time. David Brier shared an infographic in a recent Fast Company blog post that explains why we love some brands, and hate others. Take a look at the image above. 

Posted by Allan Steinmetz at 1:53am

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