Mia Jacobs — December 9, 2019 Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. Equipped with insight into customer activity and an understanding of how to prevent churn, they … Continue reading The Top 5 Customer Success Manager Best Practices
Emily Genge — December 5, 2019 If you own or manage an e-commerce business, then you’re aware that a solid customer experience (CX) strategy is vital to success. But before you consider tackling CX, it’s important to understand what it is and what it can do for your business. What does customer experience mean? In … Continue reading 5 Ways to Enhance Customer Experience in E-commerce
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
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)
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
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
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
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
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
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?
