Customer Experience

    • Why Your Company Should Be Implementing Live Chat

      We discussed the many benefits of integrating live chat on your website in one of our marketing podcasts. Be sure to tune in! Live chat is intriguing in that the statistics provide evidence that it can not only help close more business, it can also improve customer satisfaction in the process. Customers want help but, in my opinion, they don’t want to really speak to people.

      Douglas Karr/ Marketing Technology Blog- 14 readers -
  • Building a marketing strategy? Start with empathy.

    … addresses the role of empathy and communication, turning to both academic studies and his own experiences as a professional actor. The book proposes that the basis for all effective communication is empathy. I couldn’t agree more, especially at that airport moment. How could the customer service representative for the airline not realize…

    {grow}- 12 readers -
  • Customer-first Marketing Strategy: The highest of the five levels of marketing maturity

    …What’s your top marketing challenge right now? Generating traffic and leads? New business development? Producing engaging content? Every organization is on a marketing maturity path toward more strategic marketing that addresses these challenges at a fundamental (not just surface) level. How far along is your organization on that path? And what steps do you need to take to move to the next step? Read on for a quick snapshot of the progression.…

    Daniel Burstein/ MarketingSherpa Blog- 16 readers -
  • How Retailers Can Prevent Losses From Showrooming

    … retailers can connect with them. You can ask shoppers to scan items and gamify aspects of the in-store shopping experience. Surprise pricing, instant price offers, and dynamic offers based on that specific shopper keep shoppers excited and engaged. Furthermore, app engagement gives retailers greater insight into who their shoppers are. Imagine…

    Marketing Technology Blogin How To's- 35 readers -
  • If Your Content Team Just Did This, You’d Be Winning

    …: Winning Content Checklist Goals – What are you trying to achieve with your content? Is it being published to build awareness, engagement, authority, drive conversions, improve retention, upsell clients, or improve the overall customer experience? How are you going to measure whether or not it actually worked? Audience – Who are you writing…

    Douglas Karr/ Marketing Technology Blogin Content- 16 readers -
  • Why Companies Are Failing to Grasp the Digital Customer Experience

    … In a 2016 report, the Economist Intelligence Unit 1 makes a bold assertion: “Customer experience” will overtake “mass advertising as a preferred channel to the customer.” The report, titled “The Path to 2020: Marketers Seize the Customer Experience,” claims that marketing departments will be increasingly responsible for the end-to-end customer…

    Dillon Baker/ The Content Strategist- 20 readers -
  • 5 Customer Experience Lessons From Your Mother

    … Customer Experience Is The New Marketing Black You can learn a lot about customer experience and how to treat your audience from your mother. Unlike children, your audience including potential buyers, their purchase influencers, customer and end-users are often only numbers to marketers. They translate to leads and sales; they’re proof…

    Heidi Cohen/ Heidi Cohen- 26 readers -
  • Validate Your Social Media Strategy Against this 8-Point Checklist

    Most of the companies who come to us for social media assistance look at social media as a publishing and acquisition channel, severely limiting their ability to grow their brand’s awareness, authority, and conversions online. There’s so much more to social media, including listening to your customers and competitors, expanding your network, and growing the authority your peop ...

    Douglas Karr/ Marketing Technology Blog- 36 readers -
  • Personalizing the Customer Experience – 4 Ways to Make a Better Impression

    … they are personalizing the customer experience for each individual that walks through their doors, visits their website or calls to book an appointment. The reality is that’s really hard to do. Why put in the effort? 89% of businesses are soon expected to compete mainly on customer experience. 67% of customers mention bad experiences as a reason for churn, but only 1…

    Dex Media- 26 readers -
  • Marketing’s Artificial Intelligence Revolution Is Here

    … core, CMOs and their teams are now responsible for a bevy of critical company functions: optimizing the sales process, improving customer experience, and marketing the product across a complex array of channels. Meanwhile, CEOs understand that technology allows for accurate tracking of marketing dollars spent, creating immense pressure on CMOs…

    Dillon Baker/ The Content Strategist- 32 readers -
  • Why banking’s ‘omnichannel’ dreams haven’t become reality

    … end of their banking portals – the parts that interact with customers. Some might say they’ve over-invested in that experiences when they should be pouring more into the middle- and back-end – the areas that actually connect with other experiences, other parts of the business and improve seemingly boring efficiencies that actually make a world…

    Digiday- 20 readers -
  • Inside USAA’s new 120-person Austin design studio

    … Finance giant USAA is ramping up its customer experience focus with a new design studio in Austin to house the 120 people it has focused on improving digital experiences. The goal is to make financial planning, applying for a mortgage or choosing insurance coverage as easy as ordering up an Uber or buying something off Amazon. “It’s time…

    Digiday- 26 readers -
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