Customer Experience

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• I Make the Decisions Around Here
  Oh, the dreaded negative customer review: shoppers love to read it, and marketers live in fear of it. Marketing teams across the land have been trying to develop strategies for ...
  Customer Behavior, Customer Experience, Online Marketing
• Don't You Dare Disappoint 'Em
  If you attend as many conferences as Mack Collier, you'll develop a keen sense of factors that make the difference between a successful event and an also-ran. In a post ...
  Customer Experience, Marketing Inspiration, Tradeshows/Events
• Customer Success Stories Speed the SaleBarbara Bix
  Would your prospects be more likely to buy if they knew how others have benefited from your services? If so, maybe it's time to tell them. Better yet, let your current ...
  Case Studies, Customer Experience, Referrals, Testimonials
• How Packaging Your Offering Enhances Your BrandAnthony Cirillo
  Is your company packaging experiences? Are they sought—or are they sold? And, drilling the concept down one more level: have you ever looked at yourself and considered the package that ...
  Branding, Customer Engagement, Customer Experience, Economic Crisis
• Seven Ways to Woo the 'Aspirational' Luxury CustomerSuzanne Hader
  Ongoing economic uncertainty has made aspirational luxury customers more selective about what they purchase than ever. "Aspirationals" are aggressively prioritizing discretionary spending, purchasing a select few emotionally charged luxury items but ...
  Brand Awareness, Customer Engagement, Customer Experience, Marketing Tips, Targeting
• Extending and Enhancing Closed-Loop Marketing via the Mobile ChannelStephan Dietrich
  While mobile marketing can be invasive on its own, integration with the larger marketing campaign mix and proper tracking of customer response can ensure that customers are drawn in, rather ...
  Channel Marketing, CRM, Customer Experience, Marketing Tips, Mobile Marketing, SMS, Targeting
• Navigating the Seven Cs to RelevanceClaire Ratushny
  Think of it: There are many businesses that offer similar products or services. Prospective customers can purchase goods or services from any competitor, literally anywhere in the world if they ...
  Customer Experience, Customer Relationships, Marketing Smarter
• Are Your Customers Happy?
  Get behind the wheel of any luxury car today, and you'll face a dashboard and console packed with buttons that run elaborate climate control, stereo and navigation systems. On paper ...
  Customer Experience, Customer Satisfaction, Marketing Inspiration
• Three Ways to Improve Your Lead-Nurturing StrategyKathy Rizzo
  Although more than 80% of high-tech marketers say they have a lead-nurturing strategy, 64% say their strategy needs improvement, according to a February 2008 survey by TeleNet Marketing Solutions. As for ...
  Customer Experience, Email Marketing, High-Tech Marketing, Lead Nurturing, Marketing Tips, Telemarketing
• Clearing the Air About Word-of-MouthDeborah Eastman
  Michael Antman's recent article, "Six Reasons Word-of-Mouth Doesn't Work," struck a chord. He raises reasonable points about the limitations of WOM; after all, it can't completely replace other forms of ...
  Customer Engagement, Customer Experience, Word-of-Mouth
• Dumb It Up, People
  You've just used the restroom at Disneyland, and are approaching the sinks when you have a slight moment of anxiety. What exactly are you supposed to do with the faucet ...
  Copywriting, Customer Experience, Marketing Inspiration
• A Six-Step Web-Branding Blueprint for the Experience EconomyJerry Bader
  Change is inevitable: As an economy matures, ages, and ultimately evolves into something new, adjustments must be made to our business development, marketing, and branding. Failure to adapt to new realities ...
  Customer Experience, Marketing Tips, Videos, Websites
• Case Study: The Attraction Advantage—How Mexican Mangos Ripened Sales 13% in Four MonthsJenny Schade
  It's a marketer's dream. Customers are so passionate about your product they actually crave it. In fact, outside of the US, your product is the number-one consumed fruit. However, here's where ...
  Case Studies, Customer Experience, Customer Relationships, Economic Crisis
• How to Avoid TMI in Email: When Less Is MoreJosh Nason
  It starts simply. You're setting up fields for your email signup form and instead of grabbing just the basics for information, you start to wander: What if I got all ...
  Customer Experience, Email Marketing
• The Myth of DifferentiationMike Schultz
  The "need" for differentiation is so well accepted, it's considered simplistic to even make the case for differentiation. Why make a case for something everyone already knows? I disagree. Put some ...
  Customer Experience, Positioning
• Brand New Thinking: Put It in Cultural ContextTed Mininni
  As marketing managers seek to keep their brands fresh and relevant, many are tempted to jump on the latest trends and fads. You know: online and major media advertising with ...
  Brand Positioning, Branding, Customer Engagement, Customer Experience
• Engagement—A New Information-Based Form of AdvertisingLester Wunderman
  An engagement between a buyer and a seller begins with a single point of contact. It could be as a sale or an inquiry that, with the appropriate follow-up, can ...
  Advertising, Customer Engagement, Customer Experience, Marketing Smarter
• How to Hear the Voice of Your Customers: Hone First-Person Intelligence From All Forms of FeedbackDavid Bean
  Today's technology offers ample opportunities to start conversations with and among customers, fans, foes, competitors, and the press—any person or group who cares to listen and, perhaps, act on the ...
  Customer Experience, Measurement, Voice of the Customer
• Case Study: How MyFax Upped Customer Engagement, Achieved a 79% NetPromoter ScoreNettie Hartsock
  Internt fax service provider MyFax wanted to tap into the power of word-of-mouth referrals by improving the customer experience and maintaining highly personalized customer interactions. But as an online company, ...
• Redesigning Web Sites to Put Customers in Charge of Their ExperienceJeannette Kocsis
  Online users expect more today from Web sites, and competition is fierce. Marketers should be considering how to change their sites to keep up with customer expectations of the Web, ...
  Creativity, Customer Experience, Website Design