Annette Franz — November 28, 2018 Follow @annettefranz — November 28, 2018 Did you know that journey maps are more than a tool? I’ve written previously about 11 myths and mistakes about journey mapping: 5 Myths of Journey Mapping6 Bonus Myths of Journey Mapping I should add one more myth, which is really the umbrella … Continue reading 6 Steps From Journey Maps to Outcomes
Online and offline brand conversations occur in two vastly different ecosystems. Greg Sterling on July 13, 2018 The conventional thinking is that social media conversations about brands are representative of broader consumer sentiment in the overall market. However, new research from Engagement Labs finds online discussions and sentiment are not necessarily predictive of offline … Continue reading Report: Social media sentiment not predictive of offline brand outcomes
Burke Alder — March 6, 2018 — March 6, 2018 Customer success isn’t limited to a single department. Every single person at an organization touches the customer lifecycle, whether it’s marketing at the pre-buying stage or product in the adoption stage. While it can be easy to onboard a customer and keep them stuck in … Continue reading The Outcome Customer Journey: Defining Customer Handoffs, Success Metrics, and Outcomes Between Departments
Eleanor Telling — August 22, 2017 — August 22, 2017 15299 / Pixabay In today’s world, receiving customer experience feedback surveys seems part of almost every transaction. From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket. There is no doubt that companies are … Continue reading 6 Ways to Move from Measuring Scores to Measuring Outcomes
by Michael Bird November 24, 2015November 24, 2015 Whether you want to increase awareness about your brand, product or service or reach out to new customers, your business goals should motivate how you use Facebook. Some B2B marketers believe that running a few ads will be enough to meet these goals. But the truth is, … Continue reading How to Link Facebook Posts to Business Outcomes
