Customer Experience

Topics » Articles » Customer Experience

• Monitoring Customer Experience: A Holistic Approach for Business SuccessNico Dato
  Customers of businesses that don't focus on good customer experience are leaving in droves. Here's how to monitor customer experience and why a more holistic approach to doing so will ...
  Big Data, Customer Experience, Customer Insight, Customer Relationships, Data, Research, Social Analytics, Survey Data
• Mobile Web vs. Apps vs. Native SMS: Tips for Mobile Engagement SuccessJessica Langdorf, Doreen Saxby
  Businesses need a strong mobile engagement strategy, but people use the mobile Web, apps, and SMS in different ways. How can you use each mobile medium for real-time communication with ...
  Customer Engagement, Customer Experience, Mobile Marketing, SMS, Website Design
• The Companies With the Best (and Worst) Website ExperiencesAyaz Nanji
  Consumers say USAA Bank and Regions Bank are the companies with the best website experiences, according to recent research from the Temkin Group.
  Customer Experience, Digital Marketing, Research Summaries, Survey Data, Websites
• Six Surprising Facts About Loyalty ProgramsScott Robinson
  Is your customer loyalty program meeting consumer expectations? We recently conducted a study of North American consumers to find out what they felt about loyalty programs. The following insights may ...
  Brand Management, Customer Engagement, Customer Experience, Customer Insight, Customer Loyalty, Customer Relationships, Customer Retention
• Five Critical Loyalty Program Mistakes You're Probably MakingZach Goldstein
  Done right, customer loyalty programs can be hugely profitable for a business. Done wrong, they can be disastrously costly and counterproductive. Are you committing these five mistakes?
  Brand Loyalty, Customer Engagement, Customer Experience, Customer Loyalty, Customer Relationships
• Why Bots Are Becoming Brands' Best FriendBeerud Sheth
  Bots are transforming how businesses are interacting with and advertising to their customers. Here's a look at what bots can do for your brand.
  Advertising, Brand Management, Customer-Centric, Customer Experience, Facebook, Technology
• Why Creating a Personal Online Experience for Your Visitors Is Critical [Infographic]Verónica Jarski
  Marketers are increasingly turning to Web personalization to engage audiences on their websites. Are you? If not, check out these reasons to consider personalization.
  Customer Engagement, Customer Experience, Personalization, Web Content, Web Copy, Website Design, Websites
• Survey of CMOs: Which Emerging Technology Will Transform the Customer Experience?Ayaz Nanji
  Senior marketers say Big Data is the emerging technology that will have the biggest impact on the customer experience, according to recent research from the CMO Council and SAP Hybris.
  Big Data, Chief Marketing Officer, Customer Experience, Internet of Things, Marketing Strategy, Research Summaries, Survey Data, Technology
• What to Consider Before You Use Personally Identifiable InformationKelle O'Neal
  Strict requirements exist regarding the use of personally identifiable information. But even when those rules are followed, marketing can cross the line from personalized to creepy.
  Customer Behavior, Customer Experience, Data, High-Tech Marketing, Marketing Analytics, Social Media
• How to Reduce Costly Chargebacks at Your BusinessSarah Blanchard
  Credit card users sometimes dispute charges on their accounts and demand reimbursement. Dealing with those chargebacks can take valuable time away from employees, and it can be costly. Here are ...
  B2C, Customer Experience, Customer Satisfaction, Customer Service, E-Commerce, Retail Marketing
• Four Web Development Technologies That Marketers Need to Know NowJaron Rubenstein
  In today's digital world, marketers need to hone their understanding of these important aspects of Web-development technology.
  Customer Experience, Digital Marketing, High-Tech Marketing, Marketing Challenges, Technology, Website Design, Websites
• Prompting Users to Review an App: Four Do's and Three Dont'sEugine Dychko
  For veteran app users and newbies alike, app ratings matter. They really matter. Especially as social proof that the app has value and is worth installing. Ask users for ...
  Content, Customer Acquisition, Customer Engagement, Customer Experience, Feedback, Mobile Marketing, Smartphones, Testimonials
• An Excellent Customer Experience Practically Markets by ItselfSarika Periwal
  A company's success relies on many factors, and customer experience is one of the most important ones. People readily shift loyalties to a product or company that offers them the ...
  Brand Management, Branding, Customer Experience, Customer Insight, Customer Relationships, Marketing Strategy, Product Management, Product Marketing
• Successful CIOs Are Evolving Into Digital Marketing HeroesKevin Cochrane
  Today's successful CIOs are very different from their predecessors. CIOs now play leading roles in considering, designing, and actualizing effective digital platforms.
  Collaboration, Customer-Centric, Customer Experience, Customer Relationships, Digital Theory, High-Tech Marketing, Marketing Challenges, Social Business, Social Media
• The Six Pillars of B2B Customer Experience ExcellenceJulia Doheny (Cupman)
  Poor customer experience drives brand switching—a key reason for three quarters of lost customers. And customers who suffer a bad customer experience spread negative word-of-mouth.
  B2B Marketing, Customer-Centric, Customer Experience, Customer Relationships, Customer Retention, Customer Service, Sales
• What Marketers Really Think About Brand Experience [Infographic]Jens Lundgaard
  What are marketing leaders' thoughts about branding? This infographic, based on a recent study, provides insight into the challenges and opportunities of aligning brand promise and customer experience.
  Brand Awareness, Brand Loyalty, Branding, Customer Experience, Customer Insight
• Four Ways to Measure Your Experiential Marketing CampaignJeff Snyder
  Marketers have tended to shy away from integrating experiential campaigns into their marketing strategies because, until recently, demonstrating impact was difficult or next to impossible. But no longer!
  Customer Engagement, Customer Experience, Engagement, Experiential Marketing, Marketing Strategy, Measurement, ROI, Tradeshows/Events
• Why the Customer Experience You Provide Is Your ProductMark Grilli
  The arena of competition today is customer experience. Brands are shifting away from pushing products to focusing on crafting seamless customer experiences that drive purchases, loyalty, and positive word-of-mouth.
  Advertising, Branding, Customer Experience, Customer Loyalty, Customer Relationships
• Successful B2B Marketers Know Customer Experience Is a Three-Legged StoolRobert Johnson
  To be successful in the B2B space, you need to understand how to bridge marketing and service to promote client retention and satisfaction. The key to that understanding is viewing ...
  B2B Marketing, Customer Experience, Customer Satisfaction, Customer Service, Marketing Strategy, Sales, Technology
• Customer Experience Rankings: The 25 Best (and Worst) BrandsAyaz Nanji
  Consumers in the United States say supermarkets Publix and H-E-B are the businesses with the best customer experience, according to a recent report from the Temkin Ground.
  Customer Behavior, Customer Experience, Customer Loyalty, Customer Satisfaction, Customer Service, Research Summaries, Survey Data