Customer Experience

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• Using Twitter to Calm Complaints
  With an article proclaiming "the democracy of fine dining," USA Today recently covered a growing trend of restaurants using Twitter to improve diner experiences and expectations. Among companies like Chipotle and ...
  Customer Experience, Marketing Tips, Twitter, Word-of-Mouth
• Customer Experience Leadership Survival Guide, Part 2Jeanne Bliss
  To make customer experience stick as part of your operation, you need to have an organized and phased approach for integrating it into your organization. Here, based on working with ...
  Collaboration, Customer Experience, Customer Retention, Management, Marketing Plans, Marketing Tips
• Why and How You Should Be Using Triggered Email, Part 2Karen Talavera
  This article looks at the first two of four triggered-email campaigns that no email-marketing program should be without: Welcome and onboarding emails, and remarketing emails (such as resending to nonoperners ...
  Customer Experience, Email Campaigns, Email Marketing, Marketing Tips, Web Analytics
• Customer Experience Leadership Survival Guide, Part 1Jeanne Bliss
  To make customer experience stick as part of your operation, you need to have an organized and phased approach for integrating it into your organization. Without it, customer experience becomes ...
  Community, Customer-Centric, Customer Experience, Customer Relationships, Customer Service, Management
• Social Media Payoff for Brands, but 'Friends' Finicky
  Companies that deliver high-quality customer experiences via new media are rewarded for their efforts, often in the form of higher brand awareness and likelihood to purchase among those who engage, ...
  Customer Engagement, Customer Experience, Research Summaries
• The '8Ps' of Buying TriggersAdrian Ott
  Time is today's scarcest resource, and everyone is suffering from attention overload. Many marketers have therefore resorted to just getting louder (literally and figuratively). Rather than pushing (and annoying) customers, ...
  Customer Engagement, Customer Experience, Marketing Smarter, Marketing Tips, Social Networking
• Three Ways to Balance Data Collection With Customer Service
  Debra Ellis recently received an unusual question during a visit to her doctor: "Has capturing information replaced service?" he asked. The doctor had recently taken a vacation with his family, ...
  Customer Experience, Customer Service, Marketing Analytics
• Go Shopping: It's a Cool Way to Check Out the Competition
  You spend a lot of time ensuring the best-possible experience for every customer purchasing your product or service. You've trained a friendly, knowledgeable staff, and you use customer feedback—both positive ...
  Benchmarking, Customer Experience, Recession
• Beware the Danger of Strategic Shortages: Hot ≠ Loved
  In a recent article in the Harvard Business Review, Uzma Khan discusses the results of a study she and her colleagues conducted that examined the difference between consumers' wanting a ...
  Customer Behavior, Customer Experience, Marketing Tips
• Why You're Always Wrong and Your Customers Are Always RightAllen Weiss
  If you're like most people, you live in a world where blame often happens in a systematic and predictable way. People simply have a tendency to believe the fault lies ...
  Customer Experience, Customer Relationships, Customer Service
• Consumer Confidence Tanks in June
  The Conference Board Consumer Confidence Index, which had been on the rise for three consecutive months, declined sharply in June and now stands at 52.9 (1985=100), down from 62.7 in ...
  Customer Experience, Forecasts, Research Summaries
• Four Email Must-Do Principles to Boost Response
  As email becomes ever more prominent in the typical marketing mix, we can expect a few slip-ups and oversights. According to Max Kalehoff—writing at the AttentionMax blog—telltale symptoms of lax ...
  Customer Experience, Email Marketing, Permission Email Marketing
• How to Keep Your Customer Experience Efforts on Track
  There's a good chance your company has responded to the recession with an increased commitment to providing an exceptional customer experience. Such efforts might address systemic issues like "poorly designed ...
  Customer Experience, Marketing Tips, Recession
• Creating a Unique Mobile Experience With iPad—Which Industry Will Be First?Joseph Jaffe
  The iPad has the potential to provide an all-in-one tablet that people are going to use everywhere—on their couch, while on vacation, and from all the places in between. No ...
  Customer Experience, Marketing Tips, New Media, Podcasting, Smartphones
• Consumer Confidence, Expectations Increase in May
  The Conference Board Consumer Confidence Index increased in May—its third consecutive monthly gain—and now stands at 63.3 (1985=100), up from 57.7 in April, the Conference Board reported.
  Customer Experience, Forecasts, Research Summaries
• Case Study: In a SaaS World, Customer Feedback Drives Competitive AdvantageBarbara Bix
  At Kadient—a company that now delivers interactive Sales Playbooks—customer satisfaction is more important than ever. As the company began development of a SaaS product for a new market, here's how ...
  B2B Marketing, Case Studies, Customer Experience, High-Tech Marketing
• Shopper Marketing—So What's Keeping You?Alison Chaltas
  In today's consumer-goods industry, manufacturers and retailers alike are recognizing the value of developing an integrated understanding of the consumer and the shopper. Combining the voice of the shopper into ...
  Collaboration, Customer Experience, Marketing Strategy, Measurement, ROI, Surveys
• Here's a Reality Check for You
  "I receive email for very different reasons than others in my life," writes Kara Trivunovic at the Email Experience Council blog. "I subscribe to just about any email I can, ...
  Customer Experience, Email Marketing, Targeting
• Consumer Confidence Rebounds in March
  The Conference Board Consumer Confidence Index, which had decreased in February, rebounded in March and now stands at 52.5 (1985=100), up from 46.4 in February, the Conference Board reported.
  Customer Behavior, Customer Experience, Forecasts, Research Summaries
• When Pizza Turns a New Leaf
  It'd be an understatement to say 2009 was a tough year for Domino's Pizza, what with the awkward employees-abusing-food scandal. A quick recap: two bored employees recorded themselves doing unpleasant things with ...
  Customer Experience, Social Media, YouTube