Customer Experience: How-to articles covering the latest marketing tactics, tips, and strategies.
Web Forms That Convert: Five Things to A/B-TestAlexandra RecasanContact forms, request-a-quote forms, market research forms, newsletter subscription forms... so many kinds of forms! If only you had a silver bullet for easily crafting a form that perfectly converts.
Bye-Bye to These 10 Web Design TrendsScott DonaldThese 10 Web design trends are among the fading. Ditch them if you want to keep with your competition and increasingly demanding audiences.
Seven Tips for Effective Local SEOArundhati SriramanSEO might seem a Herculean task for local businesses, but it doesn't have to be. Here are seven little secrets to effective local SEO.
Experimentation as a Mindset: The Key to a Culture of OptimizationKim Ann KingTo find business truths, the experimentation mindset goes beyond testing—and applies not only to your digital marketing and analytics teams but also your product marketing, user experience, and development teams.
10 Ways to Improve Shopping Cart ConversionsJohn WieberAfter your website visitors arrive at your online shopping cart, it's simply a shame if your cart then fails you by not helping you achieve the conversion.
Is Your On-Hold Audio Irritating Customers? Three Don'ts and Five Do'sPeter LinnBeing on hold on the phone is probably one of the most attention-focused customer touchpoints there is. It can have a huge impact on how your customers feel about your ...
How to Cross the PPC Chasm Between Forms and Phone Calls [Infographic]Verónica Maria JarskiDoes your PPC budget lean toward driving online conversions and form-fills rather than inbound calls? It shouldn't. Here's why.
The Evolution of SEO? Customer Experiences as ContentJan Vels JensenYour customers' experiences with your brand have the potential to turn them into your advocates who take the message of your company and products and deliver it for you—online and ...
Experience Marketing: How to Build a Customer-Centric Marketing MachineLars Birkholm PetersenTo create more connected brand experiences for our customers, we need to go from inside-out digital marketing to outside-in, cross-channel experience marketing—which focuses on the customer's needs and intent.
Three Threats Lurking in Your Marketing Cloud—and How to Bust ThemScott MeyerA whole new marketing phenomenon has blossomed, enriching the user experience like never before: cloud technology. It's innovative... and it's threatening to turn into its own unique nightmare for companies.
Customer Experience: Podcasts containing in-depth interviews with smart marketers from all walks of life.
Brand Attachment: Larry Vincent Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneLarry Vincent, founder and executive director of The Brand Studio at United Talent Agency, discusses brand attachment, including how marketers can use it to predict buying behavior.
Customer Frustration and Business Vulnerability: Stephen Beck Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneChange expert and business consultant Stephen Beck discusses how focusing on customer frustration and business vulnerabilities can help you grow your company.
Marketing Smarts Special: Industry Stars Reveal Their No. 1 Strategy for Success [Podcast]by Mack Collier, Kerry O'Shea Gorgone16 Marketing Smarts guests from 2013 tell you which marketing tactic they would choose, if they could use only one.
Social, Mobile, and the Future of Sports Marketing: Michelle Andres of the Baltimore Ravens Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneMichelle Andres, vice-president of digital media for the Baltimore Ravens, explains how the organization rose to social media prominence in the NFL and turned its official website from a lonely afterthought into the online destination for fans.
What's the Future of Business? Author Brian Solis Talks to Marketing Smarts [Podcast]by Kerry O'Shea GorgoneProviding 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 ...
Three Customer Service Lessons From Dave 'United Breaks Guitars' Carroll on Marketing Smarts [Podcast]by Matthew GrantDave 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 ...
Have You Sat Down with Your Customer Lately? Patrick Schaber and Joe Sorge on Marketing Smartsby Matthew GrantWhether 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 Experience: Online seminar broadcasts from the best minds in marketing
- How to Deliver Results by Leveraging Individualized InsightsBroadcast on 3/24/2015 with Wes Moore, Allison PecoraJoin us for this free seminar to learn how companies are rising above silos and data barriers to provide an engaging and relevant experience for their customers, and deliver results. You'll discover that by getting marketing and technology teams on the same page to find hidden insights and act on them, you can start providing customers with the experience they expect. Sponsored by Teradata
- Brain Science and Web MarketingBroadcast on 2/26/2015 with Andy CrestodinaIn this PRO seminar, we'll reveal the secrets of marketing masters and provide you with neuromarketing tactics applicable to the relationship between the brain, behavior, and marketing on the web. We'll share research, case studies, and specific neuromarketing tactics that any brand can use to better connect with their customers—including the use of social proof, psychological anchoring, and how to tap into cognitive biases in your writing.
- Make Something People LoveBroadcast on 1/22/2015 with Alexis OhanianIn this PRO seminar, Alexis will share personal lessons learned from co-founding reddit, the world's largest platform for online communities. He'll discuss how he built hipmunk (a travel search comparison tool) in a crowded industry, and created Breadpig, a thriving community to support creatives in the age of crowdfunding—all with next to no marketing budget.
- 10 Skills Every Marketer Needs to Enhance the Customer ExperienceBroadcast on 6/5/2014 with Larry Weber, Lisa Leslie HendersonIn this PRO seminar, you'll learn how customer experience leaders are using an expanded marketing toolkit to build a competitive advantage, one interaction at a time. You'll walk away with 10 skills that will help you provide a game-changing customer experience including analytics, marketing automation, website personalization, private and public social community building, and more.
- The Audience ImperativeBroadcast on 11/14/2013 with Jeffrey K. RohrsThis PRO seminar will give you a clear understanding of the principles of proprietary audience development and a leg up on the competition who remain wholly dependent on renting audiences from others.
- MarketingProfs University: Developing an Email Strategy That Keeps People ConnectedBroadcast on 3/15/2012 with Morgan StewartThis 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.
- MarketingProfs University: Presentations That Resonate With Me! How to Persuade Any AudienceBroadcast on 11/18/2011 with Nancy DuarteJoin us for this special PRO seminar with Nancy Duarte and learn a new way of structuring a presentation and connecting with an audience.
- MarketingProfs University: Winning the Video RevolutionBroadcast on 10/13/2011 with Steve StockmanDuring 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.
- How to Strengthen Customer Experience on Four Social Media PlatformsBroadcast on 7/28/2011 with Linda IrelandLinda 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.
- MarketingProfs University: Getting Your Website Strategy RightBroadcast on 7/14/2011 with Gerry McGovernYou don't need a website strategy; you need a task strategy. Manage the customer task, and measure website success based on task completion.
Customer Experience: Tutorials — tactical marketing know-how in just 10 minutes from subject matter experts
- Take 10: How to Guide Customers Through Your ContentReleased on 12/5/2014 with Melissa BrekerIn just 10 minutes, we'll discuss the various stages of the customer journey and five considerations to help improve your conversion rate. You'll walk away with a framework to assess your current content and determine where there are opportunities to improve the customer experience.
- Take 10: Simple Tweaks to Attract More On-the-Go Mobile UsersReleased on 10/31/2014 with Christina IngeIn just 10 minutes, you'll learn design tips to optimize your mobile site and emails, and what statistics can help you create a satisfying mobile experience for your on-the-go customer. With these simple tweaks, your mobile site can be used quickly and efficiently, and will keep your customers coming back.
- Take 10: Customer Engagement—How to Turn a Negative Into a PositiveReleased on 10/24/2014 with Jeannie WaltersIn just 10 minutes, you'll learn how to handle customer experience mishaps with finesse. You'll also learn how to create a greater level of brand trust and loyalty despite the customer issue, and ultimately, how to turn an unhappy customer into a loyal one.
- Take 10: How to Deal With Negative Comments on FacebookReleased on 8/19/2011 with Paul ChaneyDuring 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.
Customer Experience: Marketing downloads for the busy professional
- Website Metrics: What to Measure and How to ImproveIn this 27-page guide, you'll learn how to focus on the website data that matters most when you're intent on getting the most from your website—specifically, that which concerns website traffic, the visitor journey, visitor engagement, and conversions. It covers the various metrics to track in order to assess your website's performance in these areas and offers actionable tips for improving those results.