MarketStar Blog | Articles (22)

Losing customers is more than just a revenue loss—it can negatively impact your brand’s reputation and future sales. Dissatisfied customers are more vocal than satisfied ones, with Americans sharing a poor service experience with an average of 15 people, compared to 11 people for a positive experience¹. On social media, this dissatisfaction spreads even further, damaging a company’s credibility and influencing potential buyers. 

However, there’s a silver lining—winning back lost customers can be easier and more cost-effective than acquiring new ones. According to Harvard Business Review, these customers have already shown interest in your product or service, making them better candidates than cold leads². They also recognize your brand, so there’s no need for an introduction, reducing the effort required to bring them back. 

I’ve been spending a lot of time supporting demand generation efforts for several large B2B and B2C businesses – with lead nurturing center stage. When organizations hear the value proposition behind nurturing, they can’t hold back their excitement and jump blindly into the initiative.

According to Frost & Sullivan, customer experience (CX) is set to overtake price and product as the key brand differentiator by 2020. Companies that offer personalized and seamless experiences are gaining a competitive edge, making CX a top priority for business leaders worldwide. 

Customer service is no longer just about resolving complaints—it has evolved into a powerful marketing tool. In an age where customers have instant access to reviews, social media, and comparison sites, their experiences with a brand shape its reputation more than any advertising campaign ever could¹. Today’s consumers expect exceptional service across multiple channels, and businesses that fail to meet these expectations risk losing customers and damaging their brand credibility. 

The sales landscape has evolved dramatically, shifting power to the customer. With digitization and inbound marketing, buyers now research extensively before engaging with sales teams. 89% of B2B customers use online resources to evaluate options before connecting with a company¹.

You already know that your organization is expected to be General Data Protection Regulation (GDPR) compliant by May 25, 2018. If you have not updated your organization’s website yet, here’s a guide that cuts the muck and gets straight to the point. 

Sales success today depends on a combination of strategy, skill, technology, and process. With buyers conducting 57% of their purchase research before engaging with a sales rep¹, traditional sales tactics are no longer enough. A well-structured sales playbook is an essential tool that streamlines processes, enhances productivity, and aligns teams for success. 

Many organizations experience friction between sales and customer support teams. Sales teams are often under pressure to meet aggressive targets, sometimes pushing leads that aren't the right fit. When these deals close, the burden shifts to customer support, which must manage customer expectations and resolve issues that could have been avoided¹. 

This disconnect creates internal distrust and diminishes customer satisfaction, leading to higher churn rates and lost revenue. The solution? Aligning sales and customer support to create a collaborative, customer-focused dynamic. 

Here’s why integrating these two teams is crucial for business success.

The contact center plays a critical role in shaping customer experience (CX) in today’s always-on, digital-first world. Over the years, contact center technology has evolved significantly, with new innovations constantly enhancing customer interactions.

In today’s competitive landscape, customer expectations are reshaping how businesses operate. While product-centric companies focus on innovation and technical capabilities, customer-centric organizations prioritize solving real customer problems. This shift is driven by the realization that long-term success depends not just on selling products but on building relationships and delivering exceptional experiences. Companies that place the customer at the core of their strategy are outperforming their competitors, driving loyalty, and ensuring sustainable growth.