Customer Experience

Topics » Articles » Customer Experience

• Our Friend, the Difficult Customer
  You have a great product or service, and you do your best to create an exceptional customer experience. Despite your efforts, though, you encounter difficult customers with more frequency than ...
  Collaboration, Customer Experience, Customer Relationships, Customer Satisfaction, Small Business
• Can We Talk?
  Some time ago, we highlighted a MarketingProfs article in which Michael Antman cautioned against making word-of-mouth (WOM) strategies the primary element in your marketing mix. "He raises reasonable points about ...
  Customer-Centric, Customer Experience, Customer Satisfaction, Marketing Strategy, Small Business, Social Media, Word-of-Mouth
• Tear Down Those Walls!
  "It's not news to anyone in our industry that we're having to take on changes of tectonic proportions," Gavin Hilton says in a recent post at the RAPP Blog. The ...
  B2B Marketing, Collaboration, Creativity, Customer Experience
• No, It's Our Fault. Really.
  It's a bit of a craze these days: "Oops!" email subject lines that purport to apologize for a mistake, when they're really nothing more than tricks to get you to ...
  Customer Behavior, Customer Experience, Customer Relationships, Customer Satisfaction, Customer Service, Email Subject Lines
• Marketing Addictionary: 'Mobsmacked'
  Mobsmacked: (adjective) That stunned feeling you get when your marketing efforts worked TOO well, and you can't keep up with customer demand.
  Creativity, Customer Acquisition, Customer Experience, Customer Relationships, Customer Satisfaction, Customer Service, Humor, Twitter, Writing
• Exit Laughing
  Like most of us, Elaine Fogel enjoys a good joke. And in a post at the MarketingProfs Daily Fix blog, she points to an irreverent advertisement that puts the subject ...
  Creativity, Customer Experience, Marketing Inspiration, Videos
• Working Miracles, One by One
  "Now more than ever, the email channel in particular is being asked to contribute higher revenue," says Stephanie Miller in a post at the Daily Fix blog. "Yet, we all ...
  Customer Experience, Customer Retention, Email Marketing, Landing Pages, Targeting
• To Sell During a Recession, Shop a Mile in Their ShoesJenny Schade
  Harnessing the power of customer insights throughout your organization produces a powerful, ongoing interactive connection with key constituents that competitors can't duplicate. Beyond the clever words and attention-getting visuals, the ...
  Advertising, Blogging, Brand Awareness, Collaboration, Customer Engagement, Customer Experience, Feedback, Recession, Sales
• Haters Make Lovers Love You Even More
  In a post at the Brains of Fire blog, Spike Jones tells the story of Pizzeria Delfina, a San Francisco establishment that chose not to ignore its one-star reviews at ...
  Creativity, Customer Experience, Customer Satisfaction, Marketing Inspiration
• Our Bad!
  When we highlighted Aaron Brazell's SXSW Cheat Sheet a few weeks ago, we made the error of assuming all of our readers would know what those four letters meant. As ...
  Customer Experience, Interactive Marketing, Marketing Inspiration, Website Design
• Now That's Good Feedback
  You're having a casual conversation with someone from your customer-service department when he makes an offhand statement: "Oh, you should hear how much customers love [fill in employee name/company product]." ...
  Customer Experience, Customer Satisfaction, Customer Service, Small Business
• Five Reasons to Change Your Registration Page (and Boost Conversions)Amy Gesenhues
  Want to improve your online conversion rates? Reconsider your registration page. Whether your conversion process includes registering for a demo, signing up for an e-newsletter, or making a purchase, there ...
  Customer Experience, Lead Generation, Website Design, Writing
• Case Study: How a Company's Word-of-Mouth Strategies and Customer Focus Helped Grow Its User Base 150%Kimberly Smith
  Small businesses need all the TLC they can get. Billing and invoicing online-solution provider FreshBooks knows that better than most. Its customer-centric focus is so fresh and refreshing, word-of-mouth has ...
• Cool It, Speed Racer!
  "I am not going to go on a rant [about] adding a 'share this,' 'follow me,' 'digg this,' or another technology to your email programs in order to drive cross-channel ...
  Customer Engagement, Customer Experience, Email Marketing, Marketing Strategy, Social Media
• Why Can't We Still Be Friends?
  In a recent post at her Flooring the Consumer blog, C.B. Whittemore discusses the frustrations of transferring newsletter subscriptions from one email address to another. "It's really easy to unsubscribe," ...
  Customer Experience, Email Marketing, Newsletters, Writing
• Get Choosy Moms to Choose You
  Merchants are hard at work these days trying to influence customer choice. Here's some new research that might help. Specifically, these researchers looked at how assortment size influences whether shoppers ...
  Customer Behavior, Customer Experience, Market Research
• Don't Make This Harder Than It Is
  "I am still unsubscribing from lots of emails in an email account that I no longer wish to use," writes Tamara Gielen in a post at BeRelevant!  "While doing so, I've ...
  Customer Experience, Customer Relationships, Email Marketing
• I Just Need to Know You Care
  What's the key to keeping customers loyal during the downturn? A new report from Forrester Research says it all comes down to showing that you care. "Customer experience" is the ...
  Customer Behavior, Customer Experience, Customer Retention
• GM's Biggest Strategic BlunderDavid A. Aaker
  GM's CEO, Rick Wagoner, has opined that the automaker's biggest blunder was to walk away from the electric car. But GM's biggest strategic blunder might have been its failure to view ...
  Customer Behavior, Customer Experience, Customer Relationships, Marketing Strategy, Sales
• Coming on Too Strong
  Not long ago, Ardath Albee of the Marketing Interactions blog registered with a company's Web site so she could download a whitepaper that looked interesting. The next day she received ...
  Customer Experience, Email Campaigns, Small Business