Historically, customer experience (CX) has been a responsibility of the marketing team to improve sales, service, and commerce. However, retail teams now recognize that a superior CX requires collaboration across all departments towards a common goal of customer obsession. This involves leveraging advanced technology and data, as well as having a knowledgeable gatekeeper with a […]
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Our study focused on mature firms and customer-obsessed organizations, highlighting their strategic approaches to leveraging omnichannel strategies for sustainable growth. Here are a couple takeaways:• Personalization emerges as a key driver of successful customer communications, with a strong emphasis on tailored experiences.• While third-party channels remain popular, there is an opportunity to leverage first-party data […]
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Increasing business growth and improving customer service are among the top goals for most businesses today. However, few businesses realize the link between that coveted growth and service excellence. Rather than dedicating valuable resources to tackling these imperatives independently, your business can maximize business growth by focusing teams across your business on customer service. Don’t […]
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A common objective for a website is to convert an anonymous visitor to an engaged and active registered user. The challenge is to make this process easy for the visitor while still obtaining valuable demographic information that the site can then leverage to personalize the user experience. The good news is there are established best […]
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The shift to a Social Web will see traditional demographics like age, gender and geography augmented with more behavioral profiles made up of interests, friends, habits, and brand affinities. These traits, long coveted by marketers, have always been hard to obtain and even harder to utilize … Until now.
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Marketers have officially gotten over the hump of “what do we do about social?” and are now thinking strategically about how and where to employ social technology to drive business results and improve the bottom line. When used effectively, social technologies can become the center of an integrated marketing strategy, driving loyalty and brand engagement […]
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Never before have digital marketers been blessed with such immense quantities of online customer data, yet been so incapacitated by how to use it. Marketers are sitting on a gold mine of customer intelligence – one that remains largely untapped because the advent of big data has yet to be followed by established practices for […]
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