The supply chain crisis isn’t going anywhere just yet, but The Brooks Group has advice for sales, marketing and customer success teams on how to navigate it. Kim Davis on May 19, 2022 The supply chain crisis continues, partly caused by COVID-19, partly exacerbated by war in Europe, and beyond the capacity of marketers to … Continue reading 5 tips for building customer trust during the supply chain crisis
Tag Archives: CUSTOMER
Using search and email to recognize customer intent
Browsing is no longer a strong indicator of intent. Search tells you more. Ryan Phelan on May 12, 2022 I have COVID-19. Luckily I’m vaxxed and boosted, so the effects have been mild. But in the brain fog that inevitably accompanies COVID, my thoughts have naturally turned to email marketing. Why would I think of … Continue reading Using search and email to recognize customer intent
How connecting customer data drives personalized experiences
Without a full view of customer data, marketers will have a hard time improving brand experiences. Corey Patterson on May 5, 2022 Karen Naves, SVP of global demand generation at Tealium, recently gave a presentation on the benefits — and necessity — of connecting customer data to marketing initiatives. This process can help brands gain … Continue reading How connecting customer data drives personalized experiences
DISQO Acquires Feedback Loop, Accelerates Understanding Of Customer Experience
DISQO Acquires Feedback Loop, Accelerates Understanding Of Customer Experience by Laurie Sullivan @lauriesullivan, May 5, 2022 DISQO, a customer experience platform, on Thursday announced the acquisition of a software-as-a-service technology company that enables marketers to learn what consumers really think and feel about their brand’s products and services. The acquisition of Feedback Loop accelerates DISQO’s … Continue reading DISQO Acquires Feedback Loop, Accelerates Understanding Of Customer Experience
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
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
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
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
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
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
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