Sofia Wilton — January 30, 2020 Since time immemorial, email has been of the most powerful communication channels between the company and the consumer. But with the rise in competition, there has been a dynamic shift in email marketing campaigns. Most businesses and marketers are yet implementing the age-old How, What, Who strategy wherein they … Continue reading Why Product-Centered Emails Won’t Work: 6 Hacks to Influence Customer Decisions
Being agile marketers requires us to venture outside of our comfort zones. Jennifer Cannon on January 24, 2020 Settling into habits can be the beginning of a dangerous routine that will eventually set teams behind. The rapid evolution of more sophisticated marketing technology demands attention, but organizations lacking the agility (or the willingness) to adapt … Continue reading Applying agile to deliver better customer journeys
Mia Jacobs — January 23, 2020 The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. The stronger that connection is, the more likely your … Continue reading Understanding the Customer Success Team Structure
William Yates — January 21, 2020 Video, whether designed as an explainer, a blog, or as a product presentation, is a powerful marketing tool. Recent research indicates that 65% of viewers will visit a product website and 39% will make phone contact with the video provider after viewing the video. And with video predicted to … Continue reading Why Video Powers Customer Engagement
Laura Krajewski — January 9, 2020 The ball dropped and like that, we’re in a new decade! Each new year comes with new goals. I’m not only talking about losing the 5 extra pounds we gained from eating all those Christmas cookies. And, I’m not referring to the resolution you made about watching just a … Continue reading Don’t Hold Back in the New Year: Conquer These 4 Call Center Projects and Boost your Agent and Customer Experience in 2020
The tool seeks to drive cross-functional collaboration by collecting and analyzing customer-facing employee feedback. Jennifer Cannon on January 8, 2020 Customers — especially end-users — tend to be straightforward with store and customer service staff as well as regular vendor contacts, particularly when it comes to product feedback. That feedback doesn’t always reach the product … Continue reading Collaboration solution from Qualtrics puts customer service employees at the center of customer experience
Age Of Search, AI, And How To Excel At Customer Experience: Microsoft Study by Laurie Sullivan , Staff Writer @lauriesullivan, January 7, 2020 One in three customers will stop interacting with a brand they love after one bad experience, and nearly half will completely abandon the company after several bad interactions, according to a PwC Future … Continue reading Age Of Search, AI, And How To Excel At Customer Experience: Microsoft Study
Improving the customer experience and improve your business operationally means keeping up with the many ways customers communicate with you. Adam Dorfman on January 3, 2020 Contributor and SMX speaker, Adam Dorfman, thinks the customer feedback ecosystem is going to play an even more important role in the coming year for businesses looking to … Continue reading Businesses need to think differently about customer feedback data in 2020
It’s easy to get so caught up in consumer feedback you lose sight of sound business judgment. Greg Heist on December 20, 2019 Achieving customer-centricity involves deeply understanding customer needs and fulfilling them better than anyone else. In turn, design thinking is foundational to staying in sync with customers. That said, it’s one challenge to understand … Continue reading Pro Tip: The critical and delicate relationship between design thinking and customer empathy
CMO Council Report: Without Privacy-First Data Strategy, Brands Risk Losing Customer Trust by Laurie Sullivan @lauriesullivan, December 10, 2019 As personal digital data — from financial records to facial recognition — floods corporate networks, brands must learn to keep data secure or risk losing customers. Although 57% of marketers believe that data security, privacy and … Continue reading CMO Council Report: Without Privacy-First Data Strategy, Brands Risk Losing Customer Trust
