Blog Posts

2020 Customer Behaviour Trends & Predictions From Shep Hyken

Shep Hyken giving a speech on customer service

What is customer experience?  Customer experience is about how a customer feels during and after interacting with your brand.  Hubspot defines customer experience as the following:  The best way to define customer experience is as the impression you leave with your customer, resulting in how they think of your brand, across every stage of the customer journey.  Multiple touch points factor into the customer experience, and these touchpoints occur on a cross-functional basis. Year by year, customer experience has become

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4 Reasons Why Your Small Business Could Use A Loyalty Program (+Ideas)

two boys chatting in a small hostel

Most small business owners think they do not need a loyalty program.  They often say things like,  “We do not have the budget” “We can’t do this, it’s too difficult”  “We’re only a small business. Not sure if this is something we need”  Small or big business, the goal is the same: to get more customers and make more money.  To get new customers, you’d invest in some form of marketing and advertising.  To convert those new customers into recurring

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Avoid These 7 Fatal Mistakes In Your Loyalty Program

customer frustrated at a loyalty program

Having a customer loyalty program can be very rewarding for your business. It can drive new sales and bring back loyal customers to drive repeat sales.  A study by Bain & Company, along with Earl Sasser of Harvard Business School found that increasing customer retention rates by 5% increases profits from 25% to 95%.  However, despite having points raining down on your customers, they are not returning to your store or redeeming any gifts. You do not see the numbers

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What Is Automation And How It Can Make Life Easier For You

man on laptop sending out personalised email using automation on Eber

Customers are the core of your business – we all agree on that.  As a business owner or manager, you priority is to give your customers the best service and experience. So much so that they will voluntarily tell people about your brand, post about it on social media, and leaving excellent reviews on your website.  Customer service alone is not enough to achieve that. Moving into 2020, you also need to be providing your customers with top-notch customer experience.

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Why The Conversion Funnel Is Dead In 2020

customers on their phone checking reviews

TLDR: Don’t just try to ‘close’ your customers. Instead, solve their problems and foster a relationship with them.  Yes, the funnel is dead. Stop using it  We all know the adage that customers are always right. But much more than that, it’s important to put customers first – before anything else.  There was a time when sales and marketing revolved around a vertical funnel. Commonly known as the purchase funnel, it is also referred to as “customer funnel”, “marketing funnel”,

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Omnichannel vs Multichannel: What’s The Difference? (With Diagrams & Examples)

omnichannel marketing experience

You may have seen the word omnichannel marketing being thrown around by marketers. It’s almost like the new cool word.  But what does omnichannel marketing mean? And more importantly, how is it different from multichannel marketing?  According to Core DNA, it’s not uncommon to see the words omnichannel and multichannel marketing being used interchangeably. Both words seem to be carrying a similar meaning – except that they’re not.  So without further ado, let’s take a look at the differences between

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5 Loyalty Program Ideas For Any Business

loyalty program for any business

You want to start a loyalty program for your regular customers. But you’re not sure where or how to start.  Starting a rewards program for your customers isn’t as difficult as you think. But first, you need to answer a few questions. Do you want to try and do it by yourself, or would you rather have tools to automate the process?  Are you going to have a one-size-fits-all program or do you want to customise and personalise your messages? 

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The Ultimate Guide To Losing Customers (And How You Can Fix It)

man bad at customer service

Good customer service isn’t just about smiling, taking orders, and delivering the product. It goes way beyond that.  It’s in those little things that you do for your customers that make them like you and want to come back to you.  When customers like you and keep coming back to you, it means you make more money and have a good reputation in the block.  If you are losing customers, then you’re probably making some critical mistakes and don’t realise

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4 Reasons Gift Cards Are The Perfect Holiday Gifts (+ Gift Card Ideas!)

Eber Gift Card

The holiday season is here!  Which means it’s time for gift exchanges among family and friends. If you’re feeling bogged down with parties and can’t decide on a gift – we got you.  This holiday season, we’re going to save you a huge amount of time and stress by recommending the one gift that works for pretty much anybody on the planet – gift cards.  What are gift cards and how do they work Gift cards are cards from a

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Launch Your Gamification In 5 Minutes With This ‘Lucky Wheel’ App

Lucky Wheel 'Spin and Win' App

Have you ever won a lucky draw?  How did it feel?  We bet you felt pretty amazing – even though you only won a thumb drive.  How about the time when you bought a phone holder and the guy at the cashier threw in a USB cable for free? You probably felt a surge of endorphins, dopamine and serotonin.  If any of the above happened to you, you were gamified!  What is gamification?  Gamification is essentially incorporating game-like elements in

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