Most companies have a customer engagement strategy, but that strategy views customers as one type and structures the strategy accordingly. Yet your customers are very different people, they might be a part of a larger group, but there are many smaller subsets of the larger group that your company should be aware of. Let’s review […]
Research: How to Create Loyal Customers and Reduce Customer Churn Rate
Yotpo recently surveyed 2,000 American shoppers to learn their views on brands and brand loyalty. The results gave some interesting insights into brand loyalty in 2018, so I wanted to highlight some of the findings: Despite the growing importance of customer experience, product is still both the point of entry and departure for brand loyalty. 55.3% of […]
Let’s Take a Closer Look at Patagonia’s Worn Wear Road Tour
Several years ago, Patagonia started its Worn Wear program. The program was based around Patagonia’s corporate values of extending the lifespan of every garment it creates. The Worn Wear program will repair your Patagonia clothing, and if the clothing is beyond repair, it will recycle it for you. A few years ago, Patagonia decided to […]
How to Convince Your Skeptical Boss to Invest in a Brand Ambassador Program
Whenever you attempt to sell your boss on launching a new initiative, there’s a few things you need to do to improve the boss’ chances of signing off: 1 – Help the boss understand the value 2 – Help the boss understand the cost 3 – Help the boss understand the scope of the initiative […]
This is Why Social Media is Making You Scared to Talk to Your Customers
There’s that guy in your office. You know the one, the guy that always wants to talk politics. You do not like to talk politics. You also don’t like when this guy tries to talk politics with you, because inevitably, it ends up in a loud argument that attracts several of your co-workers that you […]
How to Create a World-Class Brand Ambassador Program
This post on 10 Thing to Remember When Creating a Brand Ambassador Program remains one of the most popular posts I’ve ever written. So to start off the new year, I wanted to do a deeper dive into the topic of creating and launching a successful brand ambassador program, and walk you through the process from […]
Connecting With Your Customers Should Be a Part of Your Culture, Not Part of a Publicity Stunt
You may have seen over the last few weeks how a user on Twitter spotted an odd pattern to the few people that KFC was following on Twitter: .@KFC follows 11 people. Those 11 people? 5 Spice Girls and 6 guys named Herb. 11 Herbs & Spices. I need time to process this. — Edge […]
Your Big Brand is Already Doing Influencer Marketing, Whether You Realize it or Not
Last week, I wrote about how social media isn’t hard, companies make it hard. The idea being that a lot of opportunities fall into the lap of companies every day in regards to their digital strategies, and often these opportunities aren’t capitalized on. For example, right now there’s a mad rush by brands to get […]
Five Signs Your Company is Ready For a Brand Ambassador Program
Just like not every company should be using social media, not every company should or can launch a Brand Ambassador program. There are certain conditions that need to exist within your company before you can start planning out taking the leap of launching a Brand Ambassador program. Here’s five things you should look for: 1 […]
Why You’re Not as Good at Customer Service as You Think You Are
Note from Mack: This is a guest post by my pal Jay Baer. Besides being recognized as one of the top experts in digital marketing, Jay also has a new book called Hug Your Haters (check it out on Amazon) and this post is drawn from that book. Enjoy! Whether you work for a mom-and-pop […]