Customer Experience: How-to articles covering the latest marketing tactics, tips, and strategies.

• Five Steps to Successful Experience-Driven CommerceLoni Stark
  Competing on price is not a sustainable strategy for most businesses. So, instead of asking "how low can I go?" ask "how high can I set the bar to deliver ...
  B2C, Community, Content, Customer Acquisition, Customer Experience, Customer Relationships, E-Commerce, Integrated Marketing, Mobile Marketing, Retail Marketing
• Four Outside-the-Box Ideas to Better Understand Customer ExperienceLinda Ireland
  In the show "Undercover Boss," senior execs go undercover as frontline employees to see how the company is really doing and what customers experience. CMOs should try that, too—with these ...
  Chief Marketing Officer, Customer Experience, Customer Insight, Customer Relationships, Management
• Mobile Innovation (Part 6): Innovating Value Propositions Through MobileChristina "CK" Kerley
  Value propositions are the heart, soul, and epicenter of a business. They reflect its market positioning while communicating the core promises it makes to its customers. Let's look at three ...
  B2C, Brand Positioning, Content, Customer Experience, Customer Relationships, Digital Theory, Inbound Marketing, Marketing Strategy, Mobile Marketing, Positioning
• Mobile Innovation (Part 5): Innovating Customer Experiences Through MobileChristina "CK" Kerley
  Mobile is a boon to the customer experience, because mobile provides myriad ways for marketers to delight customers and improve their experiences in ways previously unavailable.
  Content, Customer Behavior, Customer Engagement, Customer Experience, Customer Relationships, Digital Theory, Marketing Strategy, Mobile Marketing
• Five Steps to Improve Your Marketing to Generation-YJoeri Van den Bergh
  Millennials grew up with the Internet, and they are used to having everything at their fingertips. After interviews with 21 global marketing executives, we defined a five-step plan for improving ...
  Advertising, B2C, Brand Loyalty, Brand Positioning, Community, Customer Behavior, Customer Engagement, Customer Experience, Customer Insight, Customer Relationships
• Mobile Innovation (Part 3): Innovating Sales Channels Through MobileChristina "CK" Kerley
  As any marketer knows, sales are mission-critical to the success and survival of all companies. But what many a marketer doesn't yet fully understand is how many ways mobile can ...
  Customer Acquisition, Customer Experience, Digital Marketing, Digital Theory, E-Commerce, Gamification, Interactive Marketing, Marketing Strategy, Mobile Marketing, Retail Marketing
• Six Reasons Your Website Will FailOllie Bigler
  Although the dawn of the Web was nearly two decades ago, many small and midsize businesses (SMBs) still have a limited, ineffective online presence. Let's examine the top reasons SMBs ...
  Content, Customer Experience, E-Commerce, Mobile Marketing, SEO, Small Business, Social Media, Web Content, Website Design
• Want to Slash 50% Off Your Marketing Budget? Try Being Nice...Peter Shankman
  In the '80s, in the days of Michael Milken and Gordon Gekko, the rule on the street was "eat your young." Nice guys finish last. Hold your information. Keep the ...
  Customer Acquisition, Customer Experience, Customer Relationships, Customer Satisfaction, Customer Service, Management
• Omnichannel Loyalty: The New Customer Connection [Infographic]Verónica Maria Jarski
  With omnichannel loyalty, companies engage customers with personalized messages at each touchpoint across various channels; businesses also offer rewards for customers' loyalty, which often results in lifelong brand loyalty.
  Brand Loyalty, Brand Management, Customer Experience, Customer Loyalty, Customer Relationships, Relationship Marketing, Sales, Social Media
• The Evolution of Modern Marketing Automation [Infographic]Verónica Maria Jarski
  To illustrate the technological advancements that changed the course of marketing, Marketo put together the following infographic based on The Definitive Guide to Marketing Automation.
  Customer Behavior, Customer Experience, Email Marketing, Inbound Marketing, Marketing Automation

Customer Experience: Podcasts containing in-depth interviews with smart marketers from all walks of life.

• What's the Future of Business? Author Brian Solis Talks to Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
  Providing the best product won't be enough to carry your business into the future: You need to create experiences your customers want to share. Author Brian Solis discusses the need for innovative leadership, the new generation of consumerism, and his ...
  Customer Behavior, Customer Communications, Customer Engagement, Customer Experience, Marketing Smarts, Social Media, Thought Leadership
• Three Customer Service Lessons From Dave 'United Breaks Guitars' Carroll on Marketing Smarts [Podcast]by Matthew Grant
  Dave Carroll is the man whose guitar United broke. He joined us to discuss his book, titled United Breaks Guitars, about the experiences that led up to his now famous music video, lessons he learned along the way about social ...
  Content, Content Marketing, Customer Experience, Customer Retention, Customer Satisfaction, Customer Service, Marketing Smarts, Social Media
• Have You Sat Down with Your Customer Lately? Patrick Schaber and Joe Sorge on Marketing Smartsby Matthew Grant
  Whether you are selling complex technical systems or burgers with fried pickles on them—like my guests in this week's Marketing Smarts—you need to understand your customers and interact with them face-to-face.
  Customer Engagement, Customer Experience, Customer Satisfaction, Local Marketing, Marketing Smarts, Social Media, Voice of the Customer

Customer Experience: Online seminar broadcasts from the best minds in marketing

• MarketingProfs University: Developing an Email Strategy That Keeps People ConnectedBroadcast on 3/15/2012 with Morgan Stewart
  This PRO seminar and first class of MarketingProfs University's Email Marketing Master Course will identify the critical strategic elements for successful email programs, tie those elements to your specific business objectives, and demonstrate how to continually optimize your email program based on customer feedback.
  B2B Marketing, Customer-Centric, Customer Experience, Customer Relationships, Email, Email Campaigns, Email Marketing, Feedback, Marketing Strategy
• MarketingProfs University: Presentations that Resonate With Me! How to Persuade Any AudienceBroadcast on 11/18/2011 with Nancy Duarte
  Join us for this special PRO seminar with Nancy Duarte and learn a new way of structuring a presentation and connecting with an audience.
  Branding, Content Marketing, Customer Experience, Public Speaking, Thought Leadership
• MarketingProfs University: Winning the Video RevolutionBroadcast on 10/13/2011 with Steve Stockman
  During this PRO seminar you'll learn how to rethink your approach to video and create videos that don't suck. Uncover the 10 critical elements of an effective video, including why audiences watch videos and how to make your story a success.
  Brand Awareness, Creativity, Customer Experience, Videos, Web Content
• How to Strengthen Customer Experience on Four Social Media PlatformsBroadcast on 7/28/2011 with Linda Ireland
  Linda Ireland leads this PRO seminar covering what customers expect from businesses on four social platforms, and how to create platform-specific strategies to get the most out of these online interactions.
  Brand Awareness, Customer Experience, Customer Service, Relationship Marketing, Social Media
• MarketingProfs University: Getting Your Website Strategy RightBroadcast on 7/14/2011 with Gerry McGovern
  You don't need a website strategy; you need a task strategy. Manage the customer task, and measure website success based on task completion.
  Content, Customer Engagement, Customer Experience, Marketing Strategy, Web Content, Web Copy, Websites
• Content Development for the Real WorldBroadcast on 7/22/2010 with Kristina Halvorson
  Content strategies can cause some of the biggest pain points for our organizations and projects. In this session, you'll discover several ways you can start taking advantage of content strategy's core tools and processes right now to see immediate, measurable results.
  Content Marketing, Creativity, Customer Experience, Marketing Challenges, Writing
• Corporateblahbidiblah Detox: Grow Your Business by Communicating in HumanBroadcast on 4/1/2010 with Harry Gottlieb
  It's time to say "Hell, no!" to the demons of boring marketing communications and get REAL with every customer interaction.
  Content Marketing, Customer Engagement, Customer Experience, Interactive Marketing, Marketing Tips, Writing
• Leading Them by the Nose: How Web Visitors Follow the Scent of InformationBroadcast on 3/4/2010 with Jared Spool
  Got Web content? Are visitors successful finding it, or do they give up and hit the Back button?
  Case Studies, Customer Experience, Marketing Smarter, Web Content, Website Design, Websites
• Customer Experience Intensive: What CEM Means for Your Brand and Your MarketingBroadcast on 4/30/2009 with Leigh Duncan-Durst
  Get past the hype and take a pragmatic look at customer experience management.
  Branding, CRM, Customer-Centric, Customer Experience, Marketing Strategy, Marketing Tips
• Proven Ways to Create Engaging Online Customer ExperiencesBroadcast on 8/21/2008 with Denise Shiffman
  It isn't a blog or wiki that will set your company apart from the competition and engage loyal and passionate customers. Nor is it a quality product or value-added service, although that’s a good start. This is the Age of Engage...
  Customer Behavior, Customer Engagement, Customer Experience, Customer Retention, New Media, Online Marketing

Customer Experience: Tutorials — tactical marketing know-how in just 10 minutes from subject matter experts

• Take 10: How to Deal With Negative Comments on FacebookReleased on 8/19/2011 with Paul Chaney
  During this 10-minute tactical webcast, you'll learn how to manage comments from your Facebook Page's admin panel, filter out certain words or phrases, and set permissions on what fans can and cannot post.
  Community, Customer Experience, Facebook, Public Relations, Reputation Management, Social Media, Take 10