Catalyst Insights!

How Insurance Customers Experience the Claims Process

by Catalyst Insights!

Smart insurance firms know that it’s absolutely imperative to provide a uniformly positive customer experience during the claims process. This is the primary reason why so many companies have dedicated additional resources toward improving their claims systems in recent years. Without a customer-friendly claims process, insurers cede a powerful competitive advantage to their rivals. To help minimize […]

How to Create a Winning Acquisition Strategy

by Catalyst Insights!

Let’s face it – no matter how great your product, how knowledgeable your staff or how exceptional your customer service – from time to time, you are going to lose customers. They may move, go to a competitor, outgrow the product, become unhappy with your service … there are dozens of reasons why customers attrite. […]

The Importance of Knowing Your Customer Base

by Catalyst Insights!

This might sound obvious, but it’s worth repeating: To be successful in the automotive industry (or, frankly, any industry), you must understand your customer base and be able to deliver an experience that speaks to them in a positive way. I recently caught a news story about a woman named Patrice Banks, owner of Girls […]

Six Ways Brick-And-Mortar Stores Can Combat Online Competition – Part 2

by Catalyst Insights!

Last week, we discussed adding in-store Wi-Fi, shipping options and in-store pickup and how they can help you combat showrooming and drive more online customers to your brick-and-mortar store. This week, we’ll explore three more strategies and tactics to help you compete more effectively for the always-on digital shoppers. 4. Mobile wallets The question is […]

Six Ways Brick-And-Mortar Stores Can Combat Online Competition – Part 1

by Catalyst Insights!

Online and mobile channels have created extremely connected consumers. Consumers now demand more from retailers who want to earn and keep their loyalty, no matter the channel or touch point. They want convenience, flexibility and assurance, all at a good price. They have a wealth of information at their fingertips and can easily research their […]

Finding the Gaps in the Retail Banking Customer Experience

by Catalyst Insights!

Corporate projects tend to focus on individual touch points, technologies or features without taking into account the total customer experience. And that prevents the company from viewing its customers holistically. What is more, over half the marketers cite not having a consolidated customer view across channels as the biggest roadblock to a successful cross-channel experience. In this guide, […]

Using Paid Search to Drive Retail Customers In-Store – Part 3

by Catalyst Insights!

Part 1: Focus on metrics that matter  Part 2: Realize that not all sales and conversions are equal  After you’ve established a paid search program that aligns with your business goals and you’ve assigned different values to different sales in your customer mix, it’s time to test. Stay ahead of the pack by testing How […]

Finding the Gaps in Your Customer Experience

by Catalyst Insights!

Corporate projects tend to focus on individual touch points, technologies or features without taking into account the total customer experience. And that prevents the company from viewing its customers holistically. What is more, over half the marketers cite not having a consolidated customer view across channels as the biggest roadblock to a successful cross-channel experience. In this guide, […]

More Effective Omnichannel Marketing for Retailers

by Catalyst Insights!

Retailers are struggling to implement omnichannel strategies. Only 21% are more confident than they were a year ago that they are delivering omnichannel experiences. Nearly half say progress is not happening fast enough. Although it can be easy to measure marketing efforts in specific channels—for example, digital—it is far more difficult to determine what is […]

Using Paid Search to Drive Retail Customers In-Store – Part 2

by Catalyst Insights!

Using Paid Search to Drive Retail Customers In-Store – Part 1  Last week, we discussed using search metrics that really matter: conversion to sales. This week, let’s dive deeper into conversions and which factors to consider when determining the value of each conversion. Realize that not all conversions (and sales) are equal You don’t just […]

7 Ways to Make Your B2B Lead Management Program Fail

by Catalyst Insights!

B2B companies often invest a great deal of time and money developing a sophisticated lead management program. Unfortunately, too many make the same basic mistakes, resulting in a program that is doomed to fail. In this paper, we’ll talk about some of those mistakes and show you how to fix them. The post 7 Ways […]

Using Paid Search to Drive Retail Customers In-Store – Part 1

by Catalyst Insights!

In the retail industry, paid search is one of the best ways to acquire new customers and keep current customers coming back — even if your main goal is to drive traffic to your brick-and-mortar store. There is an abundance of search data to help marketers measure and optimize their campaigns. But how do you […]

Tara Litchfield Is Catalyst’s New Director of Experience Design

by Catalyst Insights!

Litchfield to head Catalyst’s Rochester, New York experience design practice Rochester, New York, February 2 – Catalyst has hired Tara Litchfield to lead its experience design practice. As Director of Experience Design, Litchfield will develop effective customer experiences that will translate into more profitable customer relationships for Catalyst’s clients. Litchfield holds an MA in visual […]

How to Make Your B2B Lead Management Program Fail – Part 7

by Catalyst Insights!

Mistake #1: You set the wrong business goals Mistake #2: Your content does not reflect an understanding of the buyer’s journey Mistake #3: You treat all inquiries alike   Mistake #4: You’re not getting sales force buy-in Mistake #5: You let the existing infrastructure compromise your process  Mistake #6: You fail to establish a marketing […]

How to Make Your B2B Lead Management Program Fail – Part 6

by Catalyst Insights!

Mistake #1: You set the wrong business goals Mistake #2: Your content does not reflect an understanding of the buyer’s journey Mistake #3: You treat all inquiries alike   Mistake #4: You’re not getting sales force buy-in Mistake #5: You let the existing infrastructure compromise your process  News flash: CEOs don’t care about marketing metrics. […]

How to Make Your B2B Lead Management Program Fail — Part 5

by Catalyst Insights!

Mistake #1: You set the wrong business goals Mistake #2: Your content does not reflect an understanding of the buyer’s journey Mistake #3: You treat all inquiries alike  Mistake #4:  You’re not getting sales force buy-in In a B2B setting, your goal is to build interest and credibility with your target audience. That isn’t accomplished […]

How to Make Your B2B Lead Management Program Fail – Part 4

by Catalyst Insights!

Mistake #1: You set the wrong business goals Mistake #2: Your content does not reflect an understanding of the buyer’s journey Mistake #3: You treat all inquiries alike In the old days, Sales fought with Marketing and Marketing fought with Sales. Sales chased the low-hanging fruit and complained that Marketing didn’t provide qualified leads. Marketing […]

What We Should Learn From the Wells Fargo Scandal

by Catalyst Insights!

The Wells Fargo sales scandal was a disaster on multiple fronts. The financial services behemoth agreed to pay a $185 million fine after being caught opening more than two million accounts, without customer knowledge, in order to reach sales goals. Recently, Wells Fargo executives announced that they expected to spend tens of millions more navigating […]

How to Make Your B2B Lead Management Program Fail – Part 3

by Catalyst Insights!

Mistake #1: You set the wrong business goals Mistake #2: Your content does not reflect an understanding of the buyer’s journey This week, we’re going to discuss inquiries. Not all inquiries are created equal. Or, to paraphrase George Orwell in Animal Farm, some inquiries are more equal than others. Mistake #3: You treat all inquiries […]

How to Make Your B2B Lead Management Program Fail – Part 2

by Catalyst Insights!

Last week, I discussed how setting the wrong business goals [hyperlink to Part 1 blog] can be a stumbling block in a smart lead management program. This week, we’re going to take a look at content development, which brings me to Mistake #2. Mistake #2: Your content does not reflect an understanding of the buyer’s […]