Customer Experience

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• After the Banner: What’s Up Next?Alex Hendler
  Marketers are finally beginning to understand how people use the Internet and are creating programs that synch up with their online habits.
  Advertising, Customer Behavior, Customer Experience, Keywords, Online Marketing, ROI, Website Design
• Designing for the Multiple Personalities of UsersJared M. Spool
  Jared challenges the assumption that there's one right approach to how your site looks and behaves.
  Customer Behavior, Customer Experience, Marketing Smarter
• The Rise and Fall of the McEmpireMitch McCasland
  e McEmpire is in turmoil, and McDonald’s management may now be witnessing the decline of its own empire.
  Advertising, Brand Awareness, Brand Positioning, Customer Experience, Referrals
• 5 Things To Know About UsersJared M. Spool
  "Know Your Users" is the mantra of any good designer. But what should you actually know about your users?
  Customer Experience, Market Research, Personas, Website Design
• The Dignity of DiscountMitch McCasland
  Want to bolster consumer confidence, increase purchases and foster loyalty? Retailers should provide consumers with the opportunity to practice frugality in a way that doesn’t seem frugal, while lifting the ...
  Creativity, Customer Experience, Economic Crisis
• The Search For Seducible MomentsJared M. Spool
  How do you clue your users in to your site's particular benefits? If you offer something that is unique to your organization (and chances are that you do--that's why you're ...
  Advertising, Customer Experience, E-Commerce, Product Marketing, Websites
• There’s Linux in Them Thar HillsNancy Peponis
  Technology is full of differing approaches. But Microsoft v. Linux goes beyond a simple disagreement. It’s a Hatfields-and-McCoys feud, a drama of honor and justice, a fight for the way ...
  Creativity, Customer Experience, Marketing Inspiration
• Measuring the Value of Your ContentGerry McGovern
  There is a classic saying in management: If you can't measure it, you can't manage it. So what's it take to measure the value of your content? You need to ...
  Customer Experience, Measurement, Thought Leadership, Websites, Writing
• Why Passionate Employees MatterHarry Hoover
  Companies spend millions of dollars each year developing mission and vision statements, identifying their brand, and then communicating their brand promise through various media. Well, employees are the primary “media” ...
  Branding, Collaboration, Customer Experience, Customer Retention, Management, Marketing Inspiration
• The Art of E-shoppingAndrea Learned
  Lest you naively launch an effort to understand every detail of e-tailing, Lauren Freedman will quickly remind you: “Shopping is not and never will be a science.”
  Customer Experience, Customer Retention, Customer Service, E-Commerce, Websites
• Learning to FailMatthew Lancellotti
  Products fail. Especially technology-based products. We marketers need to understand how customers deal with product failures, to be sure they are happy and satisfied even when the unthinkable happens.
  Customer Behavior, Customer Experience, Segmentation, Targeting, Writing
• What To Do With What You’ve Got: Using Testimonials Effectively (Part 2)David Frey
  Previously, the author talked about everything you always wanted to now about securing customer testimonials. But once you have them in hand, it’s what you do with them that really ...
  Customer Experience, Customer Satisfaction, Direct Marketing, Testimonials, Website Design, Websites
• Getting What You Want: How To Secure An Effective Testimonial (part 1 of 2)David Frey
  One of the most powerful tools in your marketing arsenal is a good old-fashioned customer testimonial or two. Here's how to convince your customers to toot your horn for you. ...
  Customer Experience, Marketing Tips, Positioning Statements, Testimonials, Word-of-Mouth
• Answer the E-MailDana Blankenhorn
  echnology will get you only so far these days. Responsiveness gets you further. When a customer e-mails you, get back to them. Immediately. Now. Pronto. Drop everything.
  Customer Experience, Sales, Websites
• Making Brand Promises You Can’t KeepTony Bombacino
  Just as you don’t like to be let down or mislead, neither do your customers. Although it may be tempting to make claims of greatness or leadership to stand out ...
  Brand Loyalty, Customer Experience, Customer Retention, Word-of-Mouth
• Turn Hollywood Secrets into Blockbusters Sales (Part 1)Cliff Atkinson
  Like a movie, every sales presentation you give is a performance. You are the talent, your PowerPoint is your media, and your potential client is the audience. When you give ...
  Creativity, Customer-Centric, Customer Engagement, Customer Experience, PowerPoint, Sales, Writing
• First Impressions Count with Email MarketingMark Brownlow
  If you're going to get the an email relationship off on the right footing, then you need to be making a positive impression before your customers are even signed-up on ...
  Customer Experience, Customer Relationships, Email Marketing, Newsletters, Writing
• Do You Know Your Customers...By Name?Eran Livneh
  You’ve been doing the tradeshows. You’ve been spending on a PR agency. You’ve been running ads – both print and now online. You’ve been doing direct mail and now even ...
  Collaboration, Customer Experience, Customer Relationships, Lead Generation, Lead Nurturing, Targeting
• Why Amazon Succeeds -- And Why It Won't Help YouJared M. Spool
  Amazon has one of the best on-site search capabilities on the Web. But surprisingly, the reason why it works so well is likely to be the same reason why search ...
  Customer Experience, E-Commerce, Keywords, Website Design
• Applying Old Rules in a New Technology AgeRon Maggiore
  It is no secret that selling is hard...no matter the platform. Consider that when a website is the first contact a potential customer has with a business, the challenges to ...
  Customer Experience, Customer Service, E-Commerce, Website Design