by KC Claveria Follow @kcclaveriaOctober 21, 2016 An increasing number of companies are transforming product development by embracing a design method that puts the customer first. Instead of relying on people’s gut instincts, this new design framework cultivates empathy for users, emphasizes iteration and prototyping, and promotes tests throughout the process. It’s called design thinking, … Continue reading How the Design Thinking Process Improves Innovation and Customer Experience
by Laurie Sullivan, Staff Writer @lauriesullivan, September 14, 2016 A bad customer experience (CX) triggers negative emotions toward a brand, even in search advertising and marketing. It’s about eliminating the friction from the experience and making the journey with the brand more enjoyable. Most marketers are paying more attention to CX. In fact, Forrester … Continue reading Making The Customer Experience Work In Search Advertising
by Lindsay SmithAugust 30, 2016 When many professionals think about building client relationships and creating trust, they usually default to thinking about their organization’s Customer Success department(s). But what about other teams at your company, such as sales, marketing, and product management? What role do each play in cultivating trust and facilitating client relationships? Establishing … Continue reading Building Customer Trust Alongside Your Entire Organization
A Salesforce exec points out how the Demandware acquisition and all those clouds can fit together. Barry Levine on August 19, 2016 When it was founded in 1999, Salesforce was known largely as the company for customer relationship management. CRM has remained its center of gravity as it has added tools for marketing, sales … Continue reading Next stop in Salesforce’s evolution: Becoming the platform for customer experience
by Kevin Garcia August 2, 2016August 2, 2016 Few things are more troubling for a business than losing a new customer because of a bad onboarding experience. If you identify that a customer is unhappy with their onboarding process, it is important to move quickly to turn the experience around and prevent early churn. Before … Continue reading 3 Ways to Correct a Bad Customer Onboarding Experience
by Paul Philp July 28, 2016 Follow @pphilpJuly 28, 2016 If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. This is often a delicate … Continue reading 5 Investment Considerations for Customer Success
by Paul Philp July 21, 2016 Follow @pphilpJuly 21, 2016 You’ve probably read your fair share of information online about Customer Success. Specifically — and especially — if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Daniella Degrace, … Continue reading The Why, What and How of Customer Success
by Angela Hausman, PhD July 16, 2016 Follow @MarketingLetterJuly 16, 2016 Ever wonder about the process of customer decision-making? Or, why you should care? In today’s post, we’ll discuss the psychology of customer decision-making and how knowing how to use it can dramatically improve market performance. So, let’s dive in, shall we? The psychology of … Continue reading The Psychology of Customer Decision-Making
In the age of the aggregator, the brand is irrelevant. Columnist Blaise Lucey says it’s all about the customer experience and creating compelling content that’s relevant to your audience. Blaise Lucey on June 23, 2016 at 10:45 am There I was, stuck in the middle seat of an airplane. As I wrenched the seatbelt out … Continue reading Customer experience in the age of disloyalty
by Madeline Boehmer May 18, 2016 Follow @madelineboehmerMay 18, 2016 Every day, acts of retail fraud are committed at retail locations across the country, and while it may seem like one missing piece of candy or sweatshirt won’t break the bank, think again. Each year, billions of stolen dollars fall into the hands of criminals, … Continue reading Top 7 Types of Retail Fraud and What You Should Do To Avoid It
