Put Infolink’s experience and expertise in planning, designing, implementing, training and maintaining cloud-based customer support technology to work for you

,

Customer Loyalty on the Cloud is priceless

Sales and marketing gurus love to focus on how to create more awareness, generate more leads, and close more sales. It’s what’s “sexy” in the blogging world.

But the old refrain, “It’s easier to sell to existing customers than to new ones,” is truer now than ever before.

In our infographic on Customer Loyalty In The Cloud” we share some of the key business benefits of loyalty for cloud vendors:

Loyalty tips

  • Communicate with your customers
  • Provide great customer service and support
  • Optimize your customer’s experience
  • Build employee loyalty

Why is Loyalty Imperative

  • It costs 5 times more to acquire a new customer than it does to keep an existing one
  • 80% of revenue for most companies comes from 20% of their customers
  • It’s easier to sell a new product to your existing customer base than to new customers
  • 91% of dissatisfied customers who switch to another company will never come back
Customer loyalty on the cloud

Customer loyalty on the cloud [infographic]

,

Infolink EXP Blog: One of the Best Customer Experience Blogs to Follow

Companies today are prioritizing the creation of amazing customer experiences. They know that excellence in sales and marketing is not enough – they must also delight their customers throughout the customer journey, both before the sale and after the sale.

Belgian Big Data company NG Data recently researched the top blogs in the industry dedicated to helping companies design, execute and support excellent customer experiences. They came up with the definitive list of the top 50 customer experience blogs, and we were pleasantly surprised to find that Infolink’s blog was included in the list.

They listed our blog along with such industry heavyweights as Conversation Agent by Valeria Maltoni, Customer Experience Matters by Bruce Temkin, and the Forrester Blog for Customer Experience Professionals.

They also listed their favorite Infolink blog posts:

  • The Customer Experience is Key to Growth and Profitability on the Cloud
  • Customer Experience Management through service…beyond operational metrics
  • (Customer) Experience Matters

Read the full write-up by NG Data on the top 50 customer experience blogs.

Our Biggest Takeaways from the NG Data Post

Creating a customer-centric culture is essential

The folks at NG Data believe companies that create amazing customer experiences will excel at business. In fact they stated: “…businesses that knock it out of the park with customer experience management that lead the pack in their respective industries.”

The importance of Big Data for delivering an awesome customer experience

It’s not surprising that a company with the name “NG Data” would talk about the important of Big Data. But we agree, which is why we launched Zahoree, a Big Data Analytics as a Service company to help companies accelerate their time to insights without the large cost outlays of typical Big Data companies.

In their post, NG Data says that Big Data allows marketers to create enriched experiences to improve the effectiveness of their lead generation, nurturing and conversion.

The importance of the customer experience throughout the customer journey

NG Data believes what we believe: companies must deliver an excellent experience through all phases of the customer journey: from awareness, to acquisition, product usage and finally to repeat use and loyalty.

It’s no longer enough to provide a great sales experience. In order to survive – and thrive – in today’s business climate, you have to take care of the complete customer journey.

,

Customer Experience Management through service…beyond operational metrics

We all like graphs! It’s something that comes natural, especially in the customer support business. We all want to know where we stand when it comes to response times, ticket volumes, resolution times, top issues, CSAT, NPS, etc. And all of that is more than ok to measure, as it helps us improve our customer support operations and services.

Reports, whether dynamically generated or periodic, help us to have a clear understanding of how we are doing, so we can diagnose issues, implement actions/changes and then measure again, to hopefully confirm a positive impact.

Design, monitor and measure in alignment with Ideal Customer Experience

But how do we measure our customer’s experience with our product or brand? How do we perform customer experience management when it comes to support and service. That is not something that is easily achieved, and operational metrics like CSAT do not tell the whole story. We must come up with ways to LISTEN to the Voice of the Customer (VOC) along all the key touchpoints in our customer’s journey. Many of those, we know, happen as the customer interacts with our support and service teams. Whatever we measure needs to be aligned with the “ideal” customer experience we’d like for our product or brand to deliver. For example, what is a given customer (or persona) willing to do and not willing to do in order to contact us for a solution (e.g. yes to calling on the phone, but no to self-searching our KB)?, and what does the data tell us about how we’re complying with those wishes?

Monitoring our adherence to the right “hows” of delivering the ideal customer experience is an art, not a science, and must start with mapping the customer journey so that we know what those key touchpoints and moments-of-truth are in the first place. Then comes the creative process of deciding how we’re going to deliver (talent, channels, coverage, policies, etc) and what we must pay attention to on the back end. That will will most certainly need a combination of operational metrics and our observation of customer behavior and feedback any way that makes sense.