As the customer journey becomes increasingly fragmented, columnist Jim Yu takes a look at how marketers can capitalize on the micro-moments and serve up targeted content at just the right time across multiple channels. Jim Yu on January 10, 2017 Tracking the customer’s journey through a sales funnel, website user path, or any other … Continue reading The evolution of the customer journey in 2017: Optimizing moments that matter
Your clients and prospects are going to have questions about data and technology. Are you prepared to answer them? Columnist Scott Vaughan has some food for thought. Scott Vaughan on January 10, 2017 “The customer is in charge.” “Everything revolves around your customer.” These are not just clichés. They are principles that are core to … Continue reading Customer questions every CMO should be ready to answer in 2017
by Laurie Petersen, Columnist, January 9, 2017 In their new book, The Intuitive Customer, authors Colin Shaw and Ryan Hamilton contend that companies experiencing plateaus in their Net Promoter Scores cannot combat declining customer loyalty by cutting prices and focusing on cost. “Understanding why customers do what they do allows you to predict what they will … Continue reading Understanding The Customer Beats Lowering Prices
Stacey Rudolph — January 6, 2017 — January 6, 2017 The long and short of it is that social media is the future of customer service. Facebook, WhatsAapp, Instagram and twitter have 1.5 billion, 1 billion, 400 million and 300 million users respectively. Facebook, being the most popular social network, has 70% active users who … Continue reading Why Social Media is the Future of Customer Service
David Isman — December 29, 2016 — December 29, 2016 The Idea In a perfect world, an e-commerce company could accurately attribute all of its costs and revenue across each of their paid channels. Using such data, that same company could then allocate their marketing spend more efficiently and set up their remarketing and retention … Continue reading [Case Study] How Finding Your Customer LTV Increases Your ROI
Sabrina Ferraioli — December 29, 2016 — December 29, 2016 The Focus on Customer Acquisition If you ever call a company’s customer support department and then call their sales department, you’ll likely notice a difference in the level of service you receive in each situation. Frequently, it seems you are more liable to spend time … Continue reading How to Turn Customer Support Calls into Revenue
Sandra Wrobel-Konior — December 18, 2016 Follow @sandricz— December 18, 2016 Customer experience is now becoming one of the most important factors to merchants, and this approach is going to increase. New products and services must be customer-centric, with a greater level of convenience. Otherwise, there are fewer chances to attract or retain the audience. … Continue reading Customer Experience in FinTech: Where Users’ Needs Come First
By Martin Brown December 23rd, 2016 In business, we love efficiency. We love to squeeze that extra 20% out of a process. Just like Einstein, we’d skip the socks to get a few more hours out of life, if only we could get important clients and investors to understand that a lack of socks … Continue reading How Customer Value Optimization Works
Michael Hinshaw — December 16, 2016 Follow @MichaelHinshaw— December 16, 2016 With Thanksgiving turkey a distant memory – replaced by omnipresent holiday Muzak, elves and the tinsel-laden decorations in nearly every retail storefront – the holiday season is officially in full swing. Competition has always been fierce for the holiday consumer dollar, but the success … Continue reading Where a Digital-First Customer Experience Fails: When it’s Not Designed…
by Laurie Sullivan, Staff Writer @lauriesullivan, December 13, 2016 Only 31% of marketers say they optimize the search channel to enhance the customer experience, according to a survey published this week that suggests companies will put experience at the top of their to-do list of improvements in 2017. The findings from the Econsultancy, with … Continue reading A Word About Search And Customer Experience
