Poor customer support costs businesses $1.6 trillion in lost opportunities, according to an Accenture estimate. While most articles on customer support focus on companies that serve consumers directly, customer churn affects companies that serve other businesses too. Business people are also consumers. They develop expectations about customer service based on their experience as consumers, and …

Social media usage has been rapidly increasing every year. It has become a substantial medium for a lot of people to express and vent their feelings, and this trend does not look to be changing any time soon. Within any organization, 9 out of 10 people are likely to have a personal social media account. …

You’ve probably noticed that ‘Buy one get one free’ and ‘2 for 1’ deals seem to be disappearing from high-street stores. Well, you’re not imagining it.  Market research firm IRI recently revealed there’s been a 25% decrease in the number of special offer products available in store. The average number of grocery lines on promotion …

Marketing organizations have long been seen as cost centers by the C-suite. Although marketers have made many strides to overcome this challenging internal position, many CEOs, investors and other key stakeholders who view the world in terms of return on investment (ROI) just can’t see marketing as an investment with positive returns, sometimes rendering marketing …

Texas rivers had barely begun to rise when almost 800 WalMart trucks loaded with emergency supplies hit the highway. Brewing giants Anheuser-Busch and Miller-Coors suspended regular operations in key facilities to begin canning fresh water instead. Home Depot mobilized its standing army of Team Depot volunteers to deliver materials and manpower for recovery efforts. These …

According to PwC’s “2016 Global Innovation 1000” report, between 2010 – 2015, total R&D investment by the world’s biggest-spending public companies grew by 35% and reached a record high of $680 billion in 2016. But against a backdrop of shortening product lifecycles, the need to get products to market more quickly, and demand for continuous …

Marketing is about so much more than turning a prospect into a sale: it is about getting inside the mind of the consumer, and turning an indifferent, disinterested person into a loyal, long-term customer who is passionate about your brand. Incentives are one of the most effective ways of doing this – but only when …

Business Dictionary details the Silo Mentality as a mindset present when certain departments or sectors do not wish to share information with others in the same company. This mentality will reduce the efficiency of the overall operation, reduce morale and could potentially contribute to the demise of a productive company culture. Let us consider the …

During any periods of economic uncertainty, it is often the retail sector that is hit the hardest, particularly the high-end brands, as cost-conscious consumers become more reluctant to invest in luxury items. While genuine products at discounted prices can indeed be found on the Internet, consumers can often find themselves unknowingly caught out by counterfeit …

Content Marketing is here to stay.  There is a broad and compelling consensus that content is the key to unlocking thought leadership, brand leadership, market leadership, and effective demand generation programs. In most B2B marketing approaches, this means blogs, e-books, white papers, case studies and compelling email and demand generation programs built around these. However …