A Case Study in Customer Delight and Brand Loyalty

Posted by Isabel Miranda-Drone

Dec 29

A Case Study in Customer Delight and Brand Loyalty

We previously took a look at the importance of integrating CRM into the entire Inbound Methodology and ways that can we delight customers.  Now we are going to dive into a real-life case of using delight to build brand loyalty and drive revenue.

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Topic Categories: Brand Awareness

Building Brand Loyalty

Posted by Isabel Miranda-Drone

Dec 29

Expanding CRM to Create a Delightful Customer Experience

The overall goal of any company is to increase revenue through growing the customer base or by selling more to the existing customers.  You may have heard discussions around organizations creating a customer-centric culture.  Then you have CRM, CX, CEM, CLTV and more alphabet soup that just seems to confuse and complicate the process.  But how can firms truly build loyal customers that promote products and services?  

The CRM Issue

CRM stands for “Customer Relationship Management” but it tends to solely focus on tools and tactics that help convert leads to a sale.  Although these tools are often essential, they tend to be narrowly focused on closing deals instead of truly developing lasting relationships with individuals.  Attempting to build a customer focused culture requires that CRM be taken out of its box as a sales transaction technology.  CRM must be woven throughout the entire customer experience and the various business operations.  Today’s customers are demanding more personalized human experiences and those companies that get it right are rewarded with brand enthusiasts that promote products and services on your behalf.  

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Topic Categories: Brand Awareness

Social Media Marketing: Business Challenges & Opportunities

Posted by Seyed Ziae Mousavi Mojab

Dec 28

Editor's note: Seyed Ziae Mousavi Mojab is a MBA Student in the Mike Ilitch School of Business at Wayne State University in Detroit, MI and currently in ISM 7505: Inbound Information Technology

These days, everyone talks about Social Media. Social Media is now the primary source of information and a key resource for communication. Facebook has more than 1 billion registered users and each day around 500 million tweets are sent out. People use Social Media not only to build inter-personal relationships, but also to learn about consumer products and to read consumer feedbacks. Many business owners, also use Social Media to attract and engage new customers. Effective use of Social Media can in fact, bring great opportunities for many businesses. Effective use of Social Media can bring great opportunities for your business.

While Social Media marketing looks easy, cheap, and effective, a wrong Social Media strategy can end up damaging your business and brand reputation in the market. The question; however, is how you should approach Social Media marketing.

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Topic Categories: Inbound Information Technology, Brand Awareness, social media marketing

Building Brand Awareness with A Billion Dollars

Posted by John H. Heinrichs

Jun 4

The Next Billion-Dollar Question

For this blog post, I wanted to integrate something I am passionate for with the material I have learned in ISM 7505: Inbound Information Technology.  Having graduated from Michigan State University, college basketball is one of my passions!  I was very fortunate in my 4 year college career to witness our basketball program at an elite level: BACK TO BACK FINAL FOURS!  The greatest thing about college basketball is March Madness.  There are plenty of people who don’t watch a game during the regular season who fill out a bracket and become a fan for those few short weeks in March and April.  According to the Atlantic, the tournament is a $2.5 billion industry; including individual game bets, future bets, and most importantly your brackets!  

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Topic Categories: Brand Awareness

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