Marketing Resources: Customer Experience

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Results for Customer Experience

Want to Better Manage Web Content? Five Questions for Your IT Staff by Ryan Stocker
Well-run marketing campaigns must be supported by well-run websites to deliver rapid return on investment. By posing these five simple questions to IT staff, marketers can take on a more active role in ensuring a positive Web experience for visitors—delivering ...
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Grow Your Opt-in Email List: A Five-Step Guide by Kimberly Smith
Consistently expanding your opt-in list is one means of further increasing your email returns. The following five-step program is aimed at helping you achieve that goal.
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The Customer Lens: An Approach to Customer Touch-Point Analysis by Barre Blake
Few marketers would dispute the statement that it is the sum of all customers' interactions with a company, over time, that ultimately creates or destroys that company’s brand value. Yet few companies take the time to look at their own ...
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Case Story: Boosting Email-Subscriber Satisfaction by Stephanie Miller
Sometimes doing a little more for your email subscribers can make a huge difference. Tafford Uniforms of North Wales, Pa., faced a challenge to engage email subscribers because of two common but seemingly incongruent realities.
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To Sell During a Recession, Shop a Mile in Their Shoes by Jenny Schade
Harnessing the power of customer insights throughout your organization produces a powerful, ongoing interactive connection with key constituents that competitors can't duplicate. Beyond the clever words and attention-getting visuals, the connection with the customer truly engages. When the product has ...
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Five Reasons to Change Your Registration Page (and Boost Conversions) by Amy Gesenhues
Want to improve your online conversion rates? Reconsider your registration page. Whether your conversion process includes registering for a demo, signing up for an e-newsletter, or making a purchase, there are particular rules you should follow.
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GM's Biggest Strategic Blunder by David A. Aaker
GM's CEO, Rick Wagoner, has opined that the automaker's biggest blunder was to walk away from the electric car. But GM's biggest strategic blunder might have been its failure to view Saturn strategically—and as a consequence not allowing it to fulfill ...
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Customer Success Stories Speed the Sale by Barbara Bix
Would your prospects be more likely to buy if they knew how others have benefited from your services? If so, maybe it's time to tell them. Better yet, let your current clients do the talking. But make it easy for them ...
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How Packaging Your Offering Enhances Your Brand by Anthony Cirillo
Is your company packaging experiences? Are they sought—or are they sold? And, drilling the concept down one more level: have you ever looked at yourself and considered the package that you offer and the experience you provide? In the current downturn, ...
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Seven Ways to Woo the 'Aspirational' Luxury Customer by Suzanne Hader
Ongoing economic uncertainty has made aspirational luxury customers more selective about what they purchase than ever. "Aspirationals" are aggressively prioritizing discretionary spending, purchasing a select few emotionally charged luxury items but buying everything else at mass or "masstige" outlets. Companies that want ...
More articles on Targeting
Extending and Enhancing Closed-Loop Marketing via the Mobile Channel by Stephan Dietrich
While mobile marketing can be invasive on its own, integration with the larger marketing campaign mix and proper tracking of customer response can ensure that customers are drawn in, rather than turned off, by mobile messages. The mobile medium has achieved ...
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Navigating the Seven Cs to Relevance by Claire Ratushny
Think of it: There are many businesses that offer similar products or services. Prospective customers can purchase goods or services from any competitor, literally anywhere in the world if they choose to, thanks to the Internet. Net result: effectively marketing a ...
More articles on Marketing Smarter
Three Ways to Improve Your Lead-Nurturing Strategy by Kathy Rizzo
Although more than 80% of high-tech marketers say they have a lead-nurturing strategy, 64% say their strategy needs improvement, according to a February 2008 survey by TeleNet Marketing Solutions. As for which areas of overall lead-generation strategy tech marketers would like ...
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Clearing the Air About Word-of-Mouth by Deborah Eastman
Michael Antman's recent article, "Six Reasons Word-of-Mouth Doesn't Work," struck a chord. He raises reasonable points about the limitations of WOM; after all, it can't completely replace other forms of marketing communications. However, we can't ignore the impact of WOM. What's ...
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A Six-Step Web-Branding Blueprint for the Experience Economy by Jerry Bader
Change is inevitable: As an economy matures, ages, and ultimately evolves into something new, adjustments must be made to our business development, marketing, and branding. Failure to adapt to new realities results in potentially unwanted and dramatic consequences. We are all aware ...
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Case Study: The Attraction Advantage—How Mexican Mangos Ripened Sales 13% in Four Months by Jenny Schade
It's a marketer's dream. Customers are so passionate about your product they actually crave it. In fact, outside of the US, your product is the number-one consumed fruit. However, here's where the dream hits reality. You're in the US, where two-thirds ...
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Four Lessons for Fostering Employee Brand Ambassadors by Elaine Fogel
Marketers spend gazillions on branding. But what is often missing is a focus on the people who carry the brand around every day: The front line folks who answer phones, sales reps who follow leads, the custodians.... Every word they ...
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How to Avoid TMI in Email: When Less Is More by Josh Nason
It starts simply. You're setting up fields for your email signup form and instead of grabbing just the basics for information, you start to wander: What if I got all the information I want up front? So then it begins: ...
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The Myth of Differentiation by Mike Schultz
The "need" for differentiation is so well accepted, it's considered simplistic to even make the case for differentiation. Why make a case for something everyone already knows? I disagree. Put some further thought in it. Most everything I've read and heard ...
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Brand New Thinking: Put It in Cultural Context by Ted Mininni
As marketing managers seek to keep their brands fresh and relevant, many are tempted to jump on the latest trends and fads. You know: online and major media advertising with new imagery... new slogans and taglines... new product packaging... all ...
More articles on Customer Experience

See all 274 marketing articles related to Customer Experience

Don't Hate the Playa
Companies in the high-end service industry often do much more than turn a blind eye to the extramarital escapades of their guests. "[T]he owners and managers of the world's most ...
More articles on Small Business
Sorry Seems to Be the Hardest Word
"AT&T customers have been complaining for months about dropped calls, spotty service, delayed text and voice messages and slow download speeds for the iPhone," says Jackie Huba in a post ...
More articles on YouTube
Prepare to Face a Brave New World
When dealing with the fallout from an economic downturn, we may try to find comfort in the idea that everything will go back to normal come the upturn. But what ...
More articles on Recession
Small Is Dutiful
"Ask most people what they like about working with [small B2B companies]," says Steve Adams in an article at MarketingProfs, "and you'll hear answers such as 'their personal approach' or ...
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It's Not You, It's Them
According to Ian Lurie, what you don't know about your customers can lead to ineffective website design and, consequently, lost sales. In a post at ...
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Fist-Bump Your Card-Stack Into Oblivion
The sun is setting on the tyranny of business cards—that stack of stiffs that seems important as you add to it again and again, but which you never really get the ...
More articles on Twitter
The Funnel Sprung a Leak
"Many senior sales executives are still looking for a predictable flow of leads at the end of a lead acquisition and nurturing 'funnel,'" says Francois Gossieaux in a post at ...
More articles on Small Business
I'm Sold, but I Still Don't Get It
Even if you use the product or service you sell, that doesn't mean you know what it's like to be a customer. The reason, argues Rohit Bhargava in a post ...
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Avoid Back Alleys at All Cost
"Imagine if a customer in one of your stores asked a rep where to find a particular product and that rep directed [her] to a door that led to the ...
More articles on Landing Pages
Consumer Confidence Bounces Back in August
The Conference Board Consumer Confidence Index, which had retreated in July, rebounded in August and now stands at 54.1 (1985=100), up from 47.4 in July, The Conference Board reported.
More articles on Surveys
Webinar Invitation Success: Less Is More
When it comes to webinar campaigns, less is usually more. Relying on a "spray and pray" approach may drive attendance numbers initially—but often leads to higher drop-off rates and fewer ...
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How's This for Passing the Buck?
One year ago, Lynda Partner wrote—but did not publish—a blog post that eviscerated a software company for taking liberties with her email address, and then treating her complaint with stunning ...
More articles on Spam
Thanks for Nothing
In a post at the Marketing Interactions blog, Ardath Albee tells the story of a phone call from a favorite charity, and an inarticulate young man who explained that he ...
More articles on Writing
Fake It at Your Own Risk
Let's say you visit a site like Yelp.com and discover scathingly negative reviews of your product or service. Making matters worse, only a few of your happy customers have balanced ...
More articles on Testimonials
Book Soup for the Soul
At Book Soup on West Hollywood's Sunset Strip, you'll pay full retail for the latest bestseller, and you won't find an exhaustive midlist inventory. But the small, independent bookseller competes ...
More articles on Marketing Inspiration
Keep Your WOM Roots Healthy
The dreaded phrase "word-of-mouth" keeps a lot of company execs awake at night. It's that feeling of helplessness: How can any company apply quality assurance to something that is so ...
More articles on Word of Mouth
Barry Schwartz: Practical Wisdom as a Business Tool
At the MarketingProfs B2B Forum earlier this month, keynote Barry Schwartz, a psychologist and author, explained the concept of Practical Wisdom: the idea that individuals can (and should) hone their ...
More articles on YouTube
Sign Me Up!
If you want to improve your online-conversion rate, says Amy Gesenhues in an article at MarketingProfs, you should probably take a look at your registration page. There are several reasons ...
More articles on Website Design
The Three Rs of Recession Marketing
"There are three 'R' words—retention, repurchase and referral—that can help your company survive and thrive during the 'R' word that's plaguing our economy, the recession," says Deborah Eastman in a ...
More articles on Referrals
The Two-Edged Sword of the Testimonial
Holly Buchanan opens a post at the FutureNow blog with a pair of seemingly contradictory ideas: that testimonials work very well and that they don't work at all. Both are ...
More articles on Word of Mouth

See all 45 marketing Daily Posts related to Customer Experience

Customer Experience case studies, deconstructing real life examples and illustrating lessons learned

How to Spark Fanatical Engagement and Advocacy by Heroically Tapping Into User Interestsby Cisco Systems
CASE STUDY: Forget the norms. For Cisco Systems, reinvigorating its security line and authenticating its leadership spot meant something truly heroic.
More case studies on Targeting
Tips From Microsoft on Cultivating Customer Satisfaction & Loyalty on a Global Scaleby Microsoft Corporation
CASE STUDY: With millions of customers in more than 90 countries, Microsoft has its hands full keeping customers satisfied and loyal. But it has found a way to do so—by using Web-monitoring tools, social-media analytics, and the energy of influencers. Read on for valuable insights.
More case studies on Word of Mouth
How a Company's Word-of-Mouth Strategies and Customer Focus Helped Grow Its User Base 150%by FreshBooks
CASE STUDY: Small businesses need all the TLC they can get. Billing and invoicing online-solution provider FreshBooks knows that better than most. Its customer-centric focus is so fresh and refreshing, word-of-mouth has spread far and wide—and helped grow its user base 150%.
More case studies on Word of Mouth
How MyFax Upped Customer Engagement, Achieved a 79% NetPromoter Scoreby MyFax
Internt fax service provider MyFax wanted to tap into the power of word-of-mouth referrals by improving the customer experience and maintaining highly personalized customer interactions. But as an online company, it faced the issue of how to individually engage customers to ensure long-term relationships. Here's what it did.
More case studies on Word of Mouth
How a Rental Car Firm Upped New York Revenue 24%, Improved Customer Serviceby Dollar Thrifty Automotive Group
In late 2006, Dollar's business was slowing at New York's LaGuardia airport. With some outside help, the local marketing manager developed an email survey, then used the answers to pinpoint Dollar's weaknesses. The resulting efficiencies helped Dollar grow its parking-related business by 24%.
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How a Web Services Firm Used 'Fanatical' Customer Care to Increase Sales 60% Year Over Yearby Rackspace
With Web hosting fast becoming a commodity, Web hosting firm Rackspace realized it needed to stand out from the pack. Its founders decided they would stake a claim to "fanatical" commitment to customer service. Rackspace wove the concept into its very business structure, even trademarking the term "Fanatical Support." And it worked: Revenues grew more than 60% from 2005 to 2006, and the number of employees more than doubled.
More case studies on Sales