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Have you seen How To SELL Anything?

This incredible sales handbook distils an expert's lifetime of sales and marketing experience and hands it to you on a platter, in a simple, easy-to-follow format. With existing customers being the most valuable source of income for any business, this book will teach you how to increase your return business and make more profit from your most loyal customers - and even how to reduce the costs of dealing with your least profitable customers.

Get it on Amazon (Kindle/Print)
 

Brands far too confident in CX 'improvements'

And they blame customers for their CX failings

A study from cloud-based experience intelligence firm InMoment has identified a number of practical opportunities for brands to step up when it comes to customer experience (CX). In fact, study noted some concerning - and in some cases utterly shocking - attitudes that are infecting some companies' whole approach to customer relationships.

The study found a 78% gap between the number of brands that say they are "definitely" doing a better job of delivering excellent experiences and what customers report. And when asked how much responsibility customers have in creating better experiences, 40% of brands said that customers are very responsible, with an unbelievable 12% claiming customers are solely responsible. Customers on the other hand, see improvement as a shared endeavor.

The 2019 CX Trends Report surveyed both consumers and brands in the United States and revealed five troublesome trends, as well as important takeaways, to help brands move beyond the mistakes and realize the massive potential of well-executed customer experience.

The trends include:

  1. Lurking versus Listening
    Brands prioritize mining digital data, social posts, and reviews over having direct conversations. However, most customers (70%) say asking them directly is the best way to get to the most important insights.
  2. Dismissing the Human Factor
    Customers say the most important thing brands can do to improve their experience is provide better service through their employees. Brands underestimate this by points.
  3. Pathetic Personalization
    Personalization efforts aren't creating better customer experiences. Only 21% of consumers said they felt cared for.
  4. Neglecting Non-buyers
    Seventy-two percent of customers who leave a website without buying are there to browse, compare, or research, but that isn't even the bad news. Most brands aren't even thinking about how to create experiences to engage them for the long-term.
  5. Definition of Loyalty Diverges
    Customers say one of the most important ways they show loyalty is by providing both positive and negative feedback. Not a single brand mentioned (or likely value) constructive criticism as an indicator of positive engagement.


Sources: InMoment /
The Marketing Factbook.
Copyright © 2019 - 2025 The Marketing Factbook.

    Categorised as:

  • Customer Experience
  • Customer Loyalty
  • Knowing The Customer
  • Marketing Know-How
  • Marketing Technology

Have you seen How To SELL Anything?

This incredible sales handbook distils an expert's lifetime of sales and marketing experience and hands it to you on a platter, in a simple, easy-to-follow format.

With existing customers being the most valuable source of income for any business, this book will teach you how to increase your return business and make more profit from your most loyal customers - and even how to reduce the costs of dealing with your least profitable customers.

You'll learn to sell yourself, sell your products, and sell your brand on the internet, writing high-conversion landing pages, social media posts, and more. You'll start attracting customers you didn’t even know existed, and learn the top trade secrets for customer retention.

You'll become a lean, mean selling machine. See how the experts do it and learn to adapt what they've done for your own profit. You'll learn to write strong, powerful, effective sales copy, whether it's for a sales script, sales letter, flyer, insert, advert or just about anything else.

You'll learn how to sell whether you're selling by telephone, by mail, or even meeting prospects face-to-face. You'll find out how to size them up, present yourself, nail down their true needs, close the sale, and learn to tackle the tricky ones.

You'll discover the biggest secrets of successful direct mail sellers, sales letter writers, and how to segment and choose the right prospects for each campaign.

Get it on Amazon (Kindle/Print)
 
Copyright © 2001-2025 Peter J. Clark