Tag Archives: CUSTOMER

How to plan for problems with proactive customer service

45% of responses require additional resources and can harm customer trust in the business. Constantine von Hoffman on April 11, 2022 Proactive customer service is generally very popular with consumers, one study by InContact found it had an 87% approval rate. This makes it very popular among marketers, who find it useful for increasing sales … Continue reading How to plan for problems with proactive customer service →

Get started on achieving real-time customer engagement at scale

Customer Engagement

In this webinar, learn the steps Shutterfly took toward real-time CX. Cynthia Ramsaran on April 5, 2022 It’s never been a more critical time to put your customers first. Delivering timely and relevant customer experiences separates your brand from the competition. But a CMO Council survey found that only 7% of marketers say they can … Continue reading Get started on achieving real-time customer engagement at scale →

Marketing attribution: What it is, and how it identifies vital customer touchpoints

Marketing Attribution

Here’s why marketers need to know which channels and events contribute most to the bottom line. Jacqueline Dooley on April 5, 2022 Marketing attribution is an umbrella term describing the departments, people, and technology responsible for determining what marketing tactics and channels are contributing to sales, conversions, and leads. The responsibilities inherent in marketing attribution … Continue reading Marketing attribution: What it is, and how it identifies vital customer touchpoints →

Breaking down the digital transformation of today’s customer journeys

Digital Transformation

Buyers are on “the customer journey of a lifetime” coming off of a two-year period where digital became dominant and relationships were forged behind screens. Chris Wood on March 29, 2022 Editorial director Kim Davis kicks off MarTech with his keynote address. Image: Third Door Media. “It’s been necessary at one time or another … Continue reading Breaking down the digital transformation of today’s customer journeys →

Intercom introduces new customer service and insights products

Customer Service

New Intercom Surveys and Switch aim at expanding the omnichannel service experience. Chris Wood on March 24, 2022 Today, customer engagement software company Intercom launched two new products – Surveys, a real-time insights tool, and Switch, a tool that transfers customers from a phone queue to Intercom’s Messenger support. They also announced a redesign of … Continue reading Intercom introduces new customer service and insights products →

Easy returns can enhance the customer experience

Customer Experience

Timely delivery contributes to positive customer experience, but so does ease of return. Kim Davis on March 23, 2022 Spencer Kieboom is a man in love with what he does. “Reverse logistics is something I love — it’s so neglected,” he told us. “‘Return free in 90 days’ is a policy, not a solution, and … Continue reading Easy returns can enhance the customer experience →

Using Predictive Analytics to Improve Customer Experience Through Personalization

Customer Experience

Using Predictive Analytics to Improve Customer Experience Through Personalization Henry Bell / 09 Mar 2022 The development of smartphone and computer technologies, and the internet in general, have influenced customers’ default behavior and expectations when it comes to customer experience. More and more shopping is moving online, which is a very different environment, especially … Continue reading Using Predictive Analytics to Improve Customer Experience Through Personalization →

Lending Tree’s new marketing chief says customer experience is king

Customer Experience

“It’s not just about the transactional value, but having an uplifting experience contributes to us having an affinity for an organization,” says Shiv Singh, chief marketing and customer experience officer for LendingTree. Chris Wood on March 11, 2022 In January, LendingTree appointed Shiv Singh as their first Chief Marketing and Customer Experience Officer. Singh came … Continue reading Lending Tree’s new marketing chief says customer experience is king →

Matching email content to customer needs

Email Marketing Strategy

Personalizing email beyond “Dear X” is an extraordinary challenge, especially when it needs to be done at enterprise scale. Kim Davis on March 9, 2022 A personalized email will rise above the noise and engage the reader’s attention. That seems like a no-brainer. “To this day, no-one has really cracked the code,” John Hendricks told … Continue reading Matching email content to customer needs →

19 questions to ask customer journey analytics vendors during the demo

Customer Analytics

More marketers are evaluating these tools to help to navigate and better understand increasingly complex customer journeys. Pamela Parker on March 4, 2022 Given that customers’ journeys to purchase and beyond are growing increasingly complex due to a seemingly ever-increasing number of devices, channels and options, businesses are seeking customer journey analytics platforms to help … Continue reading 19 questions to ask customer journey analytics vendors during the demo →