Category Archives: Customer Experience

Don’t Send Customers Packing, Start Anticipating Wanderlust

Don’t Send Customers Packing, Start Anticipating Wanderlust by Jennifer Rignani , Columnist, February 14, 2018 People have high expectations of the customer experience. To say UX and content must be attuned to our every whim is an understatement. So why do so many brands get it wrong? Well, they’re not anticipating the needs of the … Continue reading Don’t Send Customers Packing, Start Anticipating Wanderlust

A new era of personalization: The hyperconnected customer experience

In the age of the hyperconnected consumer, delivering a personalized experience is key. Columnist Andy Betts shares three ways to engage and resonate with your audience. Andy Betts on January 24, 2018   We are entering a new year in martech where organizational metrics of success will increasingly be aligned with customer success metrics. In … Continue reading A new era of personalization: The hyperconnected customer experience

5 best practices for transforming the customer journey through analytics

Successful CMOs are embracing analytics to gain a competitive advantage. Columnist Nandini Rathi discusses how you can set up a sophisticated analytical framework for data-driven marketing. Nandini Rathi on November 21, 2017   In this data-driven age, marketers can no longer afford to be analytics-agnostic. Without analytical sensibility, data-driven insights are hard to come by. … Continue reading 5 best practices for transforming the customer journey through analytics

Do Customers Really Want A Frictionless Buying Experience?

Dave Brock — November 3, 2017 Follow @davidabrock— November 3, 2017 It seems to be fashionable to talk about creating “frictionless buying experiences?” I suppose the concept draws readers, perhaps it’s an extreme expression of removing barriers to the customer buying process. But does the concept make sense? Is it what customers want? And if … Continue reading Do Customers Really Want A Frictionless Buying Experience?

4 steps to enhancing the customer experience with social media

Social media marketing isn’t just about winning followers. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels. Alison Zeringue on October 24, 2017   Social media has been the “buzz” in marketing practically since its inception. And while your business should absolutely be utilizing these channels as … Continue reading 4 steps to enhancing the customer experience with social media

Use Customer Journey Maps To Craft Better Experiences

By Mandy Pennington August 17th, 2017 Today’s buyers and browsers have more ways to interact with businesses than ever. From voice search and proximity-based marketing to social media and live chat, it’s never been easier to connect with customers. But this increase in communication channels and platforms doesn’t necessarily translate to a positive customer experience. According … Continue reading Use Customer Journey Maps To Craft Better Experiences

Dig Through Your Customers’ Garbage to Learn About Them. Or, Try This Instead

Spencer X. Smith — August 8, 2017 Follow @spencerXsays — August 8, 2017 Free-Photos / Pixabay Imagine someone walking down the street wearing a t-shirt for your favorite band. You could have easily started up a conversation by saying, “That’s my favorite band! Have you seen them live?” Your shared love of that band would … Continue reading Dig Through Your Customers’ Garbage to Learn About Them. Or, Try This Instead