Customer Experience

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• Why Surprising and Delighting Customers Isn't Enough
  "As much as creative marketing and promotions can help a product, service, or company stand out," writes Linda Ireland at the MarketingProfs Daily Fix blog, "it always comes down to ...
  Customer Behavior, Customer Evangelists, Customer Experience
• Marketing Can't Fix a Broken Business [Slide Show]Mark Stevens
  Contrary to conventional thinking, marketing can't fix a broken business. This slide show explores the hidden plagues that could be hurting your business.
  Customer Experience, Management, Marketing Smarter, Marketing Tips
• Five Ways to Handle Negative Comments
  Whether bad-mouthing a product via Twitter or leaving a scathing review on Yelp, unhappy customers—or mischievous competitors—can and will sully your business, often through anonymous accounts. "While brand-bashing is nothing new," ...
  Community, Customer Experience, Customer Relationships, Marketing Tips
• How to Evolve Your B2B Customer Experience Using ImagesChad McCloud
  Do you know why your customers behave as they do? People tend to have difficulty explaining exactly why they like a product, but using images can help you get to ...
  B2B Marketing, Brand Equity, Customer Experience, Customer Relationships, Voice of the Customer
• Want Sophisticated Real-Time Marketing Campaigns? Take These Five StepsJoshua Smith
  How can you engage customers via real-time marketing? Marketers are adopting technology that can help recognize a customer's interests and provide actionable intelligence in real-time to any customer channel.
  Channel Marketing, Customer Engagement, Customer Experience, Marketing Strategy, Marketing Tips, Segmentation
• How to Sift Through Unintentional Lies
  When you ask for feedback on a proposed innovation, writes Scott Anthony at Harvard Business Online, sit back and brace yourself for one lie after another from your stakeholders. They ...
  Community, Customer Experience, Marketing Tips
• Real-Time Marketing: How Today's Marketers Are Deploying New TacticsJoshua Smith
  Real-time marketing is constantly evolving, and it's more competitive than ever now. A wave of new technologies can help businesses enrich the customer experience—and boost results—in real time.
  Customer Engagement, Customer Experience, Marketing Tips, Personalization
• How to Use Customer Experience to Differentiate Your BrandWayne Marks
  Differentiating a brand today requires expanding brand management from a traditional product, price, place, and promotion focus to a focus on customer experience as well. Here are four strategies that'll ...
  Brand Positioning, Branding, Customer Behavior, Customer Experience
• Grow the Bottom Line With Voice of the Customer ResearchLaura Patterson
  When executed well, a VoC program can provide insight about customers and what is important to them. Besides the obvious reasons why that's important to know, there are business benefits ...
  Customer-Centric, Customer Experience, Market Research, Marketing Tips, Voice of the Customer
• The Power of Customer FeedbackCarolyn Hall
  Don't keep your marketing insight languishing in a silo, away from your core business processes. The technology exists to generate real business value from this often-untapped information, so take advantage ...
  Collaboration, CRM, Customer Engagement, Customer Experience, Personalization
• Quick Tips for Transforming Your Enterprise Into a People-Pleaser
  The Temkin Group's Bruce Temkin has a six-step philosophy for pleasing users. "The trick to getting customer experience right," he notes in an article at 1to1 Media, "is simply to ...
  Customer Experience, Marketing Tips, Social Media
• Bad News (About Brands) Travels Fast
  More than one-quarter of US consumers (26%) say they are more likely to tell family, friends, and coworkers about a bad experience with a product or service than a good ...
  Brand Equity, Customer Behavior, Customer Experience, Research Summaries
• Best-Practices in Customer-Experience Leadership: Voices From the TopJack Mitchell, Larry Senn, Teresa Laraba
  How do customer service champs maintain their loyal following? Three key speakers at this week's annual Customer Experience Leadership conference preview their talks and share best-practices on customer-centric cultures.
  Customer-Centric, Customer Experience, Customer Loyalty, Customer Service, Marketing Tips
• Avoid the High Cost of Untargeted MarketingMark Smith
  Targeted campaigns have become a necessity for companies trying to meet the demand for customer personalization. Learn how to replace your mass outreach with tailored messages that'll reap results and ...
  Consumer Electronics, Customer Experience, Personalization, Social Media, Targeting
• Social Sign-In Favored Over Traditional Web Registration
  Consumers are frustrated with online registration: When required to register or create an account at a website, only 25% do so, whereas 75% leave the site; 66% say social sign-in ...
  Customer Experience, Research Summaries, Website Design
• How to Plan a Successful Website RedesignAndrew Follett
  Website redesigns have become an addiction. Every year or two, Marketing decides it's time to "freshen up the ol' site." But before you go out and rebuild the most important ...
  Collaboration, Customer Engagement, Customer Experience, Hiring Outside Resources, Measurement, Website Design
• Three Techniques for Real Innovation in Product DevelopmentJeff Greenhouse
  Product, price, place, and promotion are the four Ps of marketing. These days, however, there's a frenetic obsession with promotion, confusion about place, and a hectic battle over price. Amid ...
  Collaboration, Community, Creativity, Customer Experience, Product Marketing
• Brands Don't Use Social Media Effectively
  Though growing numbers of companies are using social channels to connect with their customers, only 12% of business executives say their companies are using social media effectively, according to a ...
  Branding, Customer Experience, Research Summaries, Social Media
• Evolving the Customer Experience With Mobile TechnologyNathan Pettyjohn
  Retailers, marketers, and service providers are at an ideal point to capitalize on a massive opportunity to elevate the classic brick-and-mortar shopper experience by embracing emerging mobile technologies. Don't miss ...
  Brand Loyalty, Customer Experience, Marketing Smarter, Mobile Marketing, Personalization, Social Networking
• Four Ways to Enchant Your Customers
  "I love to do business with small businesses—in-store, online, for myself, for others, for pleasure, for work—it doesn't matter to me," writes Guy Kawasaki at his eponymous blog. Based on ...
  Customer Experience, Marketing Tips, Small Business