The sales process used to be linear. From MQLs to SQLs, marketers and salespeople alike practically spoke a different language – and that was just a few years ago. The...
How To Automate Customer Experience Marketing
Customer experience is all about engaging your customers and providing them the assurance that you are with them at each stage of the customer life cycle. This includes answering pre-sales questions, onboarding them after purchase and offering prompt technical support each time something goes wrong. Customer experience is a critical component of marketing since it is the essential precursor to word of mouth referrals that, according…
How Do Customers Define Customer Experience Marketing?
New research findings reveal what customers expect from a high-value customer experience.
The Customer Experience Marketing Leader's First 100 Days
How brands will shift customer experience in 2019
While born-on-the web brands increasingly are featured in bricks-and-mortar stores and malls, established brands are getting more savvy about social media and other forms of digital marketing. The walls separating traditional and emerging brands are breaking down, and retailers need to adapt to this trend.
Why Should I Care About Customer Experience Marketing?
96% of unhappy customers don't complain, 91% of them just leave and don't come back. What can you do about this? Find out more.
How Marketing Technology Improves the Customer Experience
With the MarTech Conference in San Francisco fast approaching it's the perfect time to take a look at how marketing technology improves the customer experience.
Tips on Customer Experience Data
Sean Rusinko, Sitecore Business Optimization Strategy (SBOS) Consultant and lead for the SBOS Enablement Pillar, shares tips for marketers, digital strategis...
Why Business Needs to Shift from CRM to Customer Experience Management
The shift to customer experience management (CEM) solutions away from customer relationship management (CRM) is more than a semantic difference or tech marketing gimmick. It signals a broader change…
Customer Experiencing Marketing Message Fatigue? Here’s How To Avoid It.
With advancements in technology, it is simple to send messages to your target audience almost immediately. You can reach them on multiple platforms such as email, mobile app notifications, text messa…
What IS Customer Experience, Really?
One of the most important things that organizations need to do, in regards to the customer journey, is to facilitate communication between different departments in the organization Such communication allows the different customer-facing systems to work together in harmony to create a unified customer journey, even when a journey includes web search, social media, a mobile app, chat, IVR, and a live agent. It’s not unusual…
What is Customer Experience Research?
Customer experience research traditionally falls into two categories: academic study and data-gathering. What you do with that research is what matters.
Customer Experience Is Critical to B2B Marketing
“The customer is always right.” Such is the mantra of service-oriented companies whose front-liners would probably bend over backwards just to ensure that each and every customer is satisfied. However, this mindset is more commonly present in B2C companies. After all, they serve the customers and end-users directly. It’s easier for them to gather feedback on customer experience and satisfaction. Meanwhile, for B2B companies, their primary…
10 Customer-Experience Trends Marketing Leaders Need To Watch
The impact and implications of several existing customer experience trends continue to grow. With this in mind, here is a list of 10 customer experience-related trends that every business leader–B2B or consumer–should be aware of as we enter another new year.
6 lessons in marketing strategy and technology from a customer experience chief
Technology might be critical in delivering superior customer experiences, but it doesn’t replace merchandising and key factors such as price, relevancy, creative quality and emotive connections.
Employee Trends that Matter to Customer Experience
North Highland's Rob Sherrell recaps the 2017 CXPA Insights Exchange and reveals the significant ways the CX discipline and profession are maturing.
4 Tips for Optimizing the Customer Experience
In light of the fact that e-commerce sales on Black Friday 2014 were the largest ever recorded, up 20 percent over 2013, you can impress the boss by exceeding all expectations for 2015 by turning lookiloos and browsers into customers with targeted campaigns that take the following four tips into consideration:
How AI is Improving Customer Experience
Artificial Intelligence is having a drastic impact on the way companies interact with their customers.
Customer Experience: Why It's the New Currency
Companies are facing a critical inflection point as technology empowers customers who are enabling the rise of new and disruptive business models. In today’s social and digital world employees, customers, and partners are more connected than ever and are becoming self-organizing hyper connected