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  • Are your marketing programs designed around what you think your customers want, or what you know they want? If you're not taking advantage of customer feedback, you're missing a huge opportunity. Get ready to harness the power of human insight. Sponsored by UserTesting.

  • Unlocking the nuances of the human brain in relation to marketing is a fascinating area of study. Nancy Harhut joins us to talk psychology, behavioral sciences, questionable experiments, and how these all relate to marketing.

  • The COVID-19 pandemic still affecting communities around the world, so it may seem a bad time to start a business. However, many successful companies have been founded during downturns, recessions, and depressions.

  • Every business collects customer feedback, but an overemphasis on aggregate data can drown out individual customer needs and voices. To achieve true customer-centricity, follow these five steps.

  • B2B marketers say they are using intent data—signals gleaned from users' content consumption or other interactions with digital properties—to identify new accounts to target, align sales and marketing teams, and prioritize accounts for prospecting.

  • The past year has shown us that anything can happen. In the future, how can we adapt to the moment and communicate in the best way possible? Check out these three tips.

  • Primary research. Secondary research. Mounds (and mounds!) of existing internal data. Market research is big business and there's a reason why: it's vital if you want to shape your strategy and prioritize what's actually important to your business.

  • Discover what your customers are actually experiencing as they travel through their journey with your brand.

  • Business Results & KPIs

    Master Class Lesson

    Customer journey maps should drive results! You'll learn to define these outcomes and assign appropriate KPIs to deliver on them.

  • Your customer's journey is a series of unique interactions with your brand. The touchpoints between you and your customer create their journey. See your business from your customer's point of view.

  • Determine Your Goals

    Master Class Lesson

    A map is all about getting somewhere! In this lesson, you'll determine the goals of both your brand and your customers.

  • Stages of the Journey

    Master Class Lesson

    Each customer's journey is unique, but every customer journey includes certain stages. Learn what typical stages you can use to build your journey map.

  • Get the Right Data

    Master Class Lesson

    Discover how to utilize your marketing and customer experience data, feedback from customers, and input from employees to see things from your customer's perspective.

  • You Have Your CJM! Now What?

    Master Class Lesson

    Your Customer Journey Map is a tool. Discover how you can use it now and into the future to drive change, improve your customer communications, and create better customer experiences?

  • Your customers' expectations are higher than ever. In this Master Class, you'll learn how to map your customer journey so you can understand their motivations and deliver an experience that wows.

  • Channels, Touchpoints & Emotions

    Master Class Lesson

    Do you know what channels are more important to your customers? Understanding these interactions help define the moments where you can have the biggest impact.

  • What are the barriers that can stop your customer from progressing at each stage and touchpoint? Areas of friction. Roadblocks. Points where customers get stuck or frustrated.

  • Leading Actionable Outcomes

    Master Class Lesson

    Your journey map will show you where improvements are needed. In this lesson, you'll learn how to drive those improvements with cross-functional support, coalition building, and marketing leadership.

  • Part of the problem that marketers face in positioning their product or service and confirming product/market fit is the term "market" itself: A market is not a tangible thing, it's a social construct. So what is it, really, and how do you gain a unique and defensible market position?

  • Assessing the positioning of your competitors in relation to your own is an important but often overlooked part of competitive intelligence. So how can you research other companies' positions and present the results? Read more to find out.