Tag Archives: CUSTOMER

Customer Engagement Lessons From the Holiday Season

Manish Grover — January 13, 2017 Follow @manishgrover— January 13, 2017 Let’s start with some cool statistics to set the stage for customer engagement. The numbers are hard hitting. Online sales clearly exceeded offline sales as nicely explained here. 25% more people did not stand in early morning lines. Obviously the availability of blockbuster deals … Continue reading Customer Engagement Lessons From the Holiday Season →

3 ways to thrive in the year of customer experience

Customer Experience

Columnist Mike Sands predicts that 2017 will be the year customer experience becomes a No. 1 priority for marketers and offers three tips to help your brand stay a step ahead. Mike Sands on January 11, 2017 2016 was a whirlwind year for marketers. The battle for consumer share-of-wallet intensified as Amazon continued to … Continue reading 3 ways to thrive in the year of customer experience →

The evolution of the customer journey in 2017: Optimizing moments that matter

Performance Optimization

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 →

Customer questions every CMO should be ready to answer in 2017

Customer Engagement

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 →

Understanding The Customer Beats Lowering Prices

Customer Experience

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 →

[Case Study] How Finding Your Customer LTV Increases Your ROI

Customer Engagement

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 →

How to Turn Customer Support Calls into Revenue

Call To Action

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 →

Customer Experience in FinTech: Where Users’ Needs Come First

Customer Experience

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 →