As consumers search from more places than ever before, it’s vital that marketers deliver experiences that perform. Contributor Jim Yu shares tips on how to deliver a great experience at every search touch point. Jim Yu on July 13, 2018 The role of search is expanding and diversifying at an accelerating pace. In the … Continue reading Improving the customer experience means getting search right
Adobe takes top ranking for platforms that combine testing, behavioral targeting and recommendation engines. Barry Levine on June 28, 2018 “Experience optimization” is one of those terms that seems to cover almost everything. Since everyone agrees that customer experience is the key to a brand’s success these days, wouldn’t optimizing that involve every marketing … Continue reading Forrester issues first Wave report on Experience Optimization
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
JoAnn Corley — February 4, 2018 Follow @joann corley — February 4, 2018 Have you ever been around a person for a bit or walked into a room and said, “Boy I just feel some bad vibes.” Or, you spend time with someone and walk away thinking, “I feel so good when I’m around them.” … Continue reading Can You Read Human Behavior Like the Beach Boys?
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
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
Marketers are keen to deliver better customer experiences, but it takes time and a smart strategy. Columnist Dayle Hall shares four things you can do to make it happen. Dayle Hall on November 10, 2017 Marketers have a lot of different priorities these days. One thing that many of us have in common, … Continue reading Delivering great customer experiences doesn’t happen overnight
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?
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
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