Customer Experience

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• Shine Like the Star You Are
  As B2B companies vie for attention in a still-wary marketplace, one of the keys to profitability is differentiation. Take a moment to ask yourself: How does your company set itself ...
  B2B Marketing, Customer Experience, Sales
• Poor Web Performance Hurts Brands
  Consumer frustration with website performance during peak traffic times negatively affects business results: 78% of consumers have switched to a competitor's site due to poor Web performance during peak times, ...
  Customer Experience, E-Commerce, Research Summaries, Website Design
• Is Your Sales Team Creating Real Differentiation?Tom Roth
  Salespeople rely on strategies such as "sell the value" or to "value-add"—neither of which produces sustainable advantage. They do so because it's hard to achieve genuine differentiation based on something ...
  Customer Engagement, Customer Experience, Marketing Smarter, Sales
• Americans Say Getting Rich Is Harder Now
  Seven out of ten (70%) of Americans say it's more difficult to get rich today than it was in the past, compared with 38% who said the same in 1999––a ...
  Customer Behavior, Customer Experience, Recession, Research Summaries
• Consumer Confidence Up Again in Dec.
  The Conference Board Consumer Confidence Index, which had increased in November, rose again in December and now stands at 52.9 (1985=100), up from 50.6 in November, according to the Conference ...
  Customer Behavior, Customer Experience, Research, Research Summaries
• Looking Back: A Decade of Changes
  As the decade draws to a close, only 27% of Americans have positive things to say about the past 10 years and 50% say they have generally negative feelings about ...
  Customer Experience, New Media, Research Summaries, Smartphones
• Sounds Good to Me!
  "I know I have said it a million times in speeches, articles and in person," writes Dylan Boyd at The Email Wars blog, "but telling someone 'thanks' is one of ...
  Customer Experience, Customer Relationships, Email Marketing
• The Brave New World of the Engaged WebAJ Harring
  We no longer use the Web just for browsing, we use it for doing: posting videos, creating content, sharing things, and connecting with people and organizations. Welcome to "the Engaged ...
  Collaboration, CRM, Customer Engagement, Customer Experience, Social Media, Web 2.0, Websites
• Problem Solved: How Much B2B Branding Is Too Much?Claire Coyne
  How much B2B branding is too much? You want to incorporate your B2B brand message into every encounter with prospects and clients. But how do you do that without overdoing ...
  B2B Marketing, Branding, Customer Experience, Promotions
• Travel Outlook Mixed into 2010
  Even as business travel shows small signs of improving, leisure travel is expected to remain weak through early 2010 as concerns over household budgets dampen consumer spending, according to the ...
  Customer Behavior, Customer Experience, Research Summaries, Survey Data
• Holiday Shoppers Prefer to Pay With Cash
  Only 26% of consumers who shopped over the Thanksgiving 2009 holiday weekend said they used credit cards for their purchases, while 39% said they used cash, and the remaining used ...
  Customer Behavior, Customer Experience, Survey Data
• 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 ...
  Creativity, Customer Behavior, Customer Experience, 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 ...
  Customer Experience, Marketing Inspiration, Social Media, 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 ...
  Branding, Customer Experience, 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 ...
  Customer Experience, Customer Satisfaction, Small Business
• 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 ...
  Customer Experience, Small Business, Website Design
• 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 ...
  Branding, Customer Experience, Interactive Marketing, Social Media, 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 ...
  Collaboration, Customer Experience, Lead Generation, 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 ...
  Customer Experience, E-Commerce, Interactive Marketing, Small Business
• 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 ...
  Customer Experience, Email Marketing, Landing Pages