Customer Experience

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• Pavlov's Dog, or How to Develop and Deliver a Consistent Brand ExperienceMichael DiFrisco
  When we hear a name, see a logo, whiff a particular scent, or encounter a sensation, we are conditioned—like Pavlov's dogs—to respond in a specific way.
  Brand Loyalty, Brand Positioning, Branding, Customer Behavior, Customer-Centric, Customer Experience, Customer Relationships, Customer Service, Positioning, Value Propositions
• #SocialSkim: Social Media Update, Weeks of December 24 and 31, 2012Angela Natividad
  Have a good holiday? This week's #SocialSkim kicks you back into gear with social stats, trends for the new year, and tips for keeping (socially) fit. And for the tomorrowhunters ...
  Advertising, Customer Engagement, Customer Experience, Facebook, Google, Social Media, SocialSkim, Television, TV, YouTube
• 2012 State of Online Video [Infographic]Verónica Jarski
  The amount of content videos and video ads viewed in 2012 reached record-breaking numbers, according to SundaySky report. To help illustrate those stats and the state of online video in ...
  Customer Behavior, Customer Engagement, Customer Experience, Email, Email Marketing, Video Blogs, Videos
• Three Steps for Stopping Checkout AbandonmentJames Duval
  Any e-commerce site owner knows the frustration resulting from the abandonment of a full shopping basket. But the most likely causes of a high rate of abandonment are few, and ...
  Customer Behavior, Customer Experience, Customer Retention, E-Commerce, Location-Based Marketing, Pricing, Website Design, Websites
• Holiday Shopper Attitudes, Channels, Tools, and Trends [Infographic]Damien Acheson
  To better understand holiday shoppers and their attitudes about online tools and channels, LivePerson conducted its 2012 Holiday E-Commerce Survey then highlighted its findings in an infographic.
  Consumer Electronics, Customer Behavior, Customer Experience, Digital Marketing, Facebook, Pinterest, Sales, Smartphones, Social Media, Twitter
• Humanizing the Web With Personalization 2.0: Three Tips to Get StartedJohn Kottcamp
  We're not talking "Welcome back John" and certainly not "Dear Valued Customer." Real personalization goes much deeper than that today. Call it Personalization 2.0: it means the delivering the right ...
  Brand Loyalty, Content, Customer-Centric, Customer Experience, Customer Loyalty, Customer Relationships, Digital Theory, Marketing Strategy, Relationship Marketing, Web Content, Websites
• Customer Experiences and the Theory of RelativityHoward Lax, PhD
  Your customers see the world through a lens of comparisons to meaningful reference points. That has repercussions for the design, measurement, and analysis of customer experiences—and, by extension, customer loyalty.
  Customer Behavior, Customer Experience, Measurement, Positioning, Survey Data, Surveys, Value Propositions
• Is Bad Service Good Business?
  Every small business makes compromises on a daily basis. Adding something here means subtracting something there. But does it ever make sense to cut back on the customer experience? Can ...
  Customer Engagement, Customer Experience, Customer Relationships, Customer Satisfaction, Customer Service
• Using Subject-Line Symbols to Get Noticed
  "In sports, the best coaches find hidden talent to help propel their teams," writes Greg Zakowicz at the Bronto blog. "In email marketing, that means finding underused tactics." A perfect example of a ...
  Creativity, Customer Experience, Email Subject Lines
• The Road to Stellar Customer Experience Is Lined With Engaged EmployeesCarolyn Hall
  Various variables contribute to customer experience: your product line, painless processes, engaged employees... Giving your employees the opportunity to maximize the impact they have on customers enables you to create ...
  Brand Ambassadors, Customer Experience, Customer Relationships, Customer Service, Management, Public Relations
• Eight Website Super Signals That Increase Brand TrustJeremy Schaedler
  Getting lost down a dark alley in a seedy, unfamiliar part of town is nobody's idea of a good time, so don't make your customers wonder whether they've visited the ...
  Customer Experience, Customer Relationships, Marketing Tips, Public Relations, Small Business, Web Content, Website Design, Websites
• Five Ways to Create Your Prospects' Favorite WebsiteSonja Jobson
  Your prospects have a huge array of websites to choose to visit—and buy or learn from. You have to give them good reasons to choose yours. So how do you ...
  B2B Marketing, Content, Customer Experience, Inbound Marketing, Lead Generation, Web Content, Website Design, Websites
• Three Ways to Simplify the User's Buying Process
  According to the IBM Institute for Business Value, 60-65% of business leaders think users follow them on social media because they want to be part of a community. But that ...
  Customer Engagement, Customer Experience, Web Content, Website Design
• Use Empathetic Marketing to Win Customers
  We're living in an age of post-Recessionary caution. "[T]oday, most consumers have to be careful with their spending and only a strongly demonstrated understanding of their feelings and life/business circumstances ...
  Customer-Centric, Customer Engagement, Customer Experience, Customer Loyalty, Customer Relationships, Customer Satisfaction
• Three Ways to Develop Customer Evangelists
  How do we love customer evangelists? Let us count the ways. "Your evangelists are passionate, loyal, and thrilled to recommend you," writes Alex Goldfayn at Mashable. "They are communicators—when it ...
  Customer Engagement, Customer Evangelists, Customer Experience, Customer Loyalty, Customer Relationships
• Five Ways to Deliver a Great Customer Experience
  You might think of customer experience as a synonym for brand positioning or brand experience. But Christine Mauro says it's much, much more. "In reality, customer experience is the result ...
  Customer-Centric, Customer Experience, Customer Relationships, Customer Satisfaction
• Four Simple Ways to Lose Customers [Slide Show]Christian Gulliksen
  I'm not a difficult customer. But I'm unforgiving when customer service fails to meet basic levels of common courtesy. So, which four customer service foibles drive easygoing customers like me ...
  Customer Behavior, Customer Experience, Customer Service
• The Danger of Robotic Lead-Nurturing Email Campaigns
  If your company operates in the B2B sphere, there's a good chance your lead-nurturing program includes email campaigns with triggered messages. But if those messages are too robotic, warns Ardath Albee, they might ...
  Customer Experience, Email Campaigns, Lead Nurturing
• Four Tips for Turning a Website Design Into a Brand Experience
  Small businesses can learn lots from design firm Method's socially appealing philosophy. Case in point: Method's Interaction Design Director Ben Fullerton recently wrote an eloquent article for Fast Company about turning ...
  Branding, Customer Experience, Website Design
• CEOs: Engaging Customers via Social Media to Surge
  Nearly six in ten CEOs (57%) expect social media to become a dominant method of engaging with customers over the next five years, more than triple the 16% who say ...
  Customer Engagement, Customer Experience, Research Summaries, Sales, Social Media, Websites