Customer Experience

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• Consumer Confidence Bounces Back in August
  The Conference Board Consumer Confidence Index, which had retreated in July, rebounded in August and now stands at 54.1 (1985=100), up from 47.4 in July, The Conference Board reported.
  Customer Experience, Metrics, Recession, Research, Research Summaries
• Webinar Invitation Success: Less Is More
  When it comes to webinar campaigns, less is usually more. Relying on a "spray and pray" approach may drive attendance numbers initially—but often leads to higher drop-off rates and fewer ...
  Copywriting, Customer Experience, High-Tech Marketing, Sales, Webinars
• How's This for Passing the Buck?
  One year ago, Lynda Partner wrote—but did not publish—a blog post that eviscerated a software company for taking liberties with her email address, and then treating her complaint with stunning ...
  Customer Experience, Email Lists, Email Marketing, Marketing Tips, Spam
• Thanks for Nothing
  In a post at the Marketing Interactions blog, Ardath Albee tells the story of a phone call from a favorite charity, and an inarticulate young man who explained that he ...
  Customer Experience, Small Business, Writing
• Fake It at Your Own Risk
  Let's say you visit a site like Yelp.com and discover scathingly negative reviews of your product or service. Making matters worse, only a few of your happy customers have balanced ...
  Customer Experience, Customer Satisfaction, Management, Small Business, Testimonials
• Book Soup for the Soul
  At Book Soup on West Hollywood's Sunset Strip, you'll pay full retail for the latest bestseller, and you won't find an exhaustive midlist inventory. But the small, independent bookseller competes ...
  Customer Engagement, Customer Experience, Marketing Inspiration
• Case Study: How to Spark Fanatical Engagement and Advocacy by Heroically Tapping Into User InterestsKimberly Smith
  Forget the norms. For Cisco Systems, reinvigorating its security line and authenticating its leadership spot meant something truly heroic.
• The Customer Lens: An Approach to Customer Touch-Point AnalysisBarre Hardy
  Few marketers would dispute the statement that it is the sum of all customers' interactions with a company, over time, that ultimately creates or destroys that company’s brand value. Yet ...
  Brand Equity, Collaboration, Customer Advisory Programs, Customer Engagement, Customer Experience, Marketing Smarter, Measurement, Value Propositions
• Keep Your WOM Roots Healthy
  The dreaded phrase "word-of-mouth" keeps a lot of company execs awake at night. It's that feeling of helplessness: How can any company apply quality assurance to something that is so ...
  Customer Behavior, Customer-Centric, Customer Experience, Management, Word-of-Mouth
• Case Story: Boosting Email-Subscriber SatisfactionStephanie Miller
  Sometimes doing a little more for your email subscribers can make a huge difference. Tafford Uniforms of North Wales, Pa., faced a challenge to engage email subscribers because of two ...
  Case Studies, Customer Experience, Email Campaigns, Email Marketing, Email Subject Lines
• Barry Schwartz: Practical Wisdom as a Business Tool
  At the MarketingProfs B2B Forum earlier this month, keynote Barry Schwartz, a psychologist and author, explained the concept of Practical Wisdom: the idea that individuals can (and should) hone their ...
  Customer Behavior, Customer Engagement, Customer Experience, Customer Relationships, Customer Retention, Customer Satisfaction, Customer Service, Videos, YouTube
• Sign Me Up!
  If you want to improve your online-conversion rate, says Amy Gesenhues in an article at MarketingProfs, you should probably take a look at your registration page. There are several reasons ...
  Customer Experience, Customer Relationships, Small Business, Website Design
• The Three Rs of Recession Marketing
  "There are three 'R' words—retention, repurchase and referral—that can help your company survive and thrive during the 'R' word that's plaguing our economy, the recession," says Deborah Eastman in a ...
  Customer Experience, Customer Retention, Marketing Tips, Recession, Referrals
• The Two-Edged Sword of the Testimonial
  Holly Buchanan opens a post at the FutureNow blog with a pair of seemingly contradictory ideas: that testimonials work very well and that they don't work at all. Both are ...
  Customer Experience, Small Business, Testimonials, Word-of-Mouth
• Case Study: Tips From Microsoft on Cultivating Customer Satisfaction & Loyalty on a Global ScaleKimberly Smith
  With millions of customers in more than 90 countries, Microsoft has its hands full keeping customers satisfied and loyal. But it has found a way to do so—by using Web-monitoring ...
• Marketing Addictionary: 'Badvocate'
  Badvocate: (noun): People who passionately criticize or detract from companies, brands, or products.
  Ad Copy, Creativity, Customer Behavior, Customer Experience, Customer Relationships, Customer Satisfaction, Writing
• The Deep Pockets of Chatters
  Do Chatty Cathies spend more money online than other cyber citizens? New research says indeed they do. A recent survey of regular online shoppers from BoldChat and Bravestorm, LLC presents ...
  Customer Behavior, Customer Experience, Customer Retention, E-Commerce, Website Design
• Free Resources That Can Pay Off
  While the blogs we highlight are a great resource for email marketers, you might also benefit from the more in-depth guidance of downloadable whitepapers. Companies have discovered the marketing advantage ...
  Customer Experience, Email Marketing, Social Media, White Papers
• That's Amore!
  Not long ago, a MarketingProfs colleague in Orange County, California, ordered an extra-large pizza from Gina's Pizza and Pastaria—a small, local chain known for its high-quality ingredients. When he went ...
  Customer Experience, Customer Satisfaction, Promotions, Small Business
• Slice and Dice with Advanced Segmentation
  In a guest post at the Solutions for Southeast Asia blog, Barbara Pezzi of Swissotel explains how the introduction of advanced segmentation in Google Analytics enables her to group website ...
  Customer Experience, Google, Keywords, Marketing Analytics, Search Engines, Segmentation, Websites