Tag Archives: CUSTOMER

Want to be a CX leader? Embrace more listening channels, collect and share customer feedback

User Experience

CX leaders in B2B industries routinely have a formal process in place to collect customer feedback and hold multiple departments accountable for their customer experience efforts, according to a recent report from Medallia. Amy Gesenhues on November 26, 2019  B2B businesses have as much to gain from an optimal customer experience strategy as B2C organizations, … Continue reading Want to be a CX leader? Embrace more listening channels, collect and share customer feedback →

The Customer Representative (A Preferred Product Owner Stance)

Product Management

Robbin Schuurman — November 27, 2019 What is a Customer Representative? The Customer Representative Product Owner is the go-to person for people in the organization who want to gain a understanding of what customers (and/or users) are looking for in the product or service which the Product Owner is responsible for. Product Owners who take … Continue reading The Customer Representative (A Preferred Product Owner Stance) →

Using Customer Satisfaction Metrics: NPS Best Practices

Customer Satisfaction

Mia Jacobs — November 27, 2019 There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you … Continue reading Using Customer Satisfaction Metrics: NPS Best Practices →

iPost adds Magento integration to connect customer data for more personalized email marketing

Email Marketing Optimization

The full native integration gives iPost users the ability to use Magento behavioral and transactional data to inform email personalization. Jennifer Cannon on November 21, 2019 Enterprise email and marketing automation provider iPost has announced a new integration with Adobe’s Magento commerce cloud. The integration will pass customer data stored in Magento to the iPost … Continue reading iPost adds Magento integration to connect customer data for more personalized email marketing →

How Small Businesses Can Use SMS for Customer Support

SMS Marketing

Brooklin Nash — November 16, 2019 Follow @realBrookNash People are practically glued to their smartphones — so why not take advantage of it? It’s now easier than ever before to keep in touch with your customer base. Today’s consumers also expect companies to offer easy, convenient ways to communicate. Because of the changing world of … Continue reading How Small Businesses Can Use SMS for Customer Support →

Nearly half of businesses aren’t investing in personalization technologies despite citing customer experience as a top priority

Personalization

Just 9% of DCX executives have rolled out personalization tools in their organization. Amy Gesenhues on November 15, 2019  One would think that with more than 7,000 martech tools available to create exceptional digital customer experiences, businesses would have little trouble building a marketing stack that delivers a seamless customer journey — but that doesn’t … Continue reading Nearly half of businesses aren’t investing in personalization technologies despite citing customer experience as a top priority →

To gain actionable customer insights, ask the right questions

Customer Experience

Tom Shapiro, CEO for Stratabeat, outlines the critical questions brands should be asking their customers to deliver valuable digital experiences. Amy Gesenhues on November 6, 2019 Do you know why people show up on your website? Why they are interested in your brand? Do you know why they want to talk to your company? These … Continue reading To gain actionable customer insights, ask the right questions →

Is it time to add a Journey Manager to your customer experience team?

Customer Experience

Customer experience expert Kerry Bodine says companies need to adopt a customer journey mindset to break down silos and truly serve customers. Amy Gesenhues on November 6, 2019 Product managers have long been part of product marketing teams, but Kerry Bodine, customer experience expert and coach, says it’s time for businesses to consider a new … Continue reading Is it time to add a Journey Manager to your customer experience team? →

The Framework That Will Help Craft Your Customer Engagement and Personalization Strategy

Customer Engagement

Brian Johnson — November 4, 2019 We all know that personalization makes a difference. At Christmastime, what makes you feel better, a gift from a loved one that was picked out perfectly for you or a regifted gift card? Personalization makes a difference. So it comes as no surprise that personalization makes a difference when … Continue reading The Framework That Will Help Craft Your Customer Engagement and Personalization Strategy →

The 3 Vs to Reduce Membership Site Customer Churn

Membership Business

Qhubekani Nyathi — October 31, 2019 Follow @qtnyathi A high customer churn rate is the Achilles heel of every membership site. If it’s not managed well, you lose more and more members. Profits dwindle and you may eventually shut down a once-thriving community. Studies show the average churn rate of a healthy subscription-based business is … Continue reading The 3 Vs to Reduce Membership Site Customer Churn →

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