Tag Archives: CUSTOMER

Female CMOs Lead In Brands Delivering Customer Experience

Female CMOs Lead In Brands Delivering Customer Experience by Laurie Sullivan , Staff Writer @lauriesullivan, September 12, 2018 Seven of the top 20 brands in the fourth annual Brand Relevance Index (BRI) released Wednesday have female CMOs or heads of marketing. Netflix at No. 4, Google at No. 6, Samsung at No. 7, LEGO at No. … Continue reading Female CMOs Lead In Brands Delivering Customer Experience →

Connecting Employee Experience and Customer Experience

Customer Experience

Jana Barrett — September 12, 2018 Follow @_janabarr — September 12, 2018 haydenweal / Pixabay Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience … Continue reading Connecting Employee Experience and Customer Experience →

Is Customer Service Part of Your Marketing Strategy?

Customer Service

Liz Papagni — August 31, 2018 Follow @mrktgworx — August 31, 2018 If you’ve never really considered customer service an important step in your marketing strategy, then now’s the time to start. You’re already aware of the buyer’s journey and how to tailor your marketing to reach those customers wherever they are on the path … Continue reading Is Customer Service Part of Your Marketing Strategy? →

Nordstrom’s Evan Barocas On Targeting The Post-Channel Customer

Marketing Guide

Nordstrom’s Evan Barocas On Targeting The Post-Channel Customer by Nina Lentini , Staff Writer @Nina_Lentini, August 24, 2018 Consumers don’t think in channels. They just know how they want to shop. Nordstrom has re-engineered both its in-house programmatic buying and creative teams around maximizing retail and ecommerce options for different regions and individual customers. Evan Barocas … Continue reading Nordstrom’s Evan Barocas On Targeting The Post-Channel Customer →

How Conversational Commerce is Transforming Customer Service – and Payments

Customer Service

Jared Ronski — August 15, 2018 Follow @jaredronski — August 15, 2018 The stats on e-commerce are telling a promising story. According to a recent survey by Square and Mercury Analytics, 51 percent of Americans prefer to shop online. In fact, 67 percent of Millennials like to shop online over in-store, and both Millennials and … Continue reading How Conversational Commerce is Transforming Customer Service – and Payments →

How to Agree on Labels and Definitions of Customer Acquisition

Acquisition Guide

Colby Renton — August 15, 2018 — August 15, 2018 After Marketing and Sales come to an agreement on what makes a sales qualified lead (stage 1 of lead management), it is now time to seek agreement on the labels and definitions of customer acquisition and retention statuses (stage 2). This enables lead funnel management, … Continue reading How to Agree on Labels and Definitions of Customer Acquisition →

5 key characteristics that enable companies to cultivate customer advocates

Customer Satisfaction

What makes a company compelling enough to win advocates? Contributor Matt Zilli lists the things a brand needs to inspire loyalty and passion. Matt Zilli on August 7, 2018 Most articles about driving customer advocacy focus on how to run successful advocacy initiatives or influencer marketing programs. This is not one of those articles. … Continue reading 5 key characteristics that enable companies to cultivate customer advocates →

Creating a Consistent Customer Experience with Centralized Email Template Management

Email Strategy

Matt Harris — August 6, 2018 Follow @mrmch— August 6, 2018 When marketers talk about omnichannel marketing, a key component of that is making sure that every time a customer encounters your brand, they have not only a positive experience, but a consistent one as well. Too often that isn’t the case. Email in particular, … Continue reading Creating a Consistent Customer Experience with Centralized Email Template Management →

Improving the customer experience means getting search right

Customer Experience

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 →

7 Ways to Increase the Profit of Your Business Without Getting a Single New Customer

Business Development

Adam Lean — July 10, 2018 — July 10, 2018 As a small business owner, you rely on one simple equation to run your business. Profit = Revenues – Expenses In order to make money, your revenues (or sales) have to be higher than your expenses (or costs). That sounds fine and dandy, but we … Continue reading 7 Ways to Increase the Profit of Your Business Without Getting a Single New Customer →