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Customer Experience

Marketers Must Understand The New Mobile Mind-Set Of Immediacy

Ernan Roman | Posted 10.06.2015 | Business
Ernan Roman

In the spring, Google rolled out algorithm changes to devalue "non-mobile-friendly" websites in its search rankings. This has added additional fuel to the ongoing mobile marketing conversation.

6 Things You Learn From Spending 18 Straight Hours in a Starbucks

Thrillist | Posted 10.06.2015 | Taste

By: Dan Gentile Credit: Dan Gentile/Thrillist No matter how you feel about the Jolly Green Mermaid, you've followed the siren song to a Starbucks a...

Founder of Stitch Fix Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 09.30.2015 | Business
Ernan Roman

Article by Ernan Roman Featured on Inspired by the opportunity to create a truly personalized online shopping experience by blending the bes...

CMOs: Is Loving your User the Best Way to Achieve Enterprise Dominance?

Daniel Newman | Posted 09.28.2015 | Business
Daniel Newman

When your customers feel the love, they will reciprocate through appreciation and loyalty. And they'll spread the word. It's safe to say that with better customer service, you will always be one step ahead of the competition.

Tips for Innovating with Integrated Messaging and Experiences to Engage Customers

Ernan Roman | Posted 09.23.2015 | Business
Ernan Roman

Michaels and Sally's are taking omnichannel to new levels through interconnected campaigns that blend and blur the lines between media boundaries to achieve a united 360-degree presentation of messages and experiences to consumers.

How Training Can Help Hospitality CEO's Holiday Headaches

Linda Harding-Bond | Posted 09.18.2015 | Business
Linda Harding-Bond

If you are a CEO just imagine doing something different this year. Imagine issuing an edict that training your spa team to engage and sell is part of a new company-wide proactive approach to a retail revenue management strategy.

Is Your Customer Service Experience Superficial?

Sarah Deane | Posted 09.18.2015 | Technology
Sarah Deane

The other day I heard a story about a friend's recent experience with an energy services company. It got me thinking about the impact of a "superficial" or "surface level" customer service.

Naked and Trending

Todd Lapidus | Posted 09.17.2015 | Business
Todd Lapidus

Customer comments expose us. Excluding the customers who review to get something for free, many of the remaining comments are requests for communicati...

If You Weren't Born a Machine-Learning Company, Can You Become One?

Olly Downs | Posted 09.16.2015 | Business
Olly Downs

Today, major industries have been able to deploy big data platforms that are designed from the ground up to support machine learning techniques. As a result, companies are able to test thousands of marketing messages and automatically determine and execute what's best for each customer at the right time.

Citi Cards' Chief Customer Experience Officer Answers 4 Questions For Marketing Innovators

Ernan Roman | Posted 09.16.2015 | Business
Ernan Roman

Alice Milligan is the chief customer experience officer for Citi Cards, the world's largest credit card issuer, where she is responsible for driving all aspects of customer experience and engagement globally.

How IBM, Similac And Other Marketers Think Beyond The FAQ When It Comes To Customer Support

Ernan Roman | Posted 09.11.2015 | Business
Ernan Roman

Recently, the annual list of companies with the worst customer service came out and it got me thinking. It's time that marketers seized the opportunity of "helpfulness" and use its value at every stage of the purchase journey, from prospect to long-term, raving fan. All too often, helpfulness is dismissed as a throwaway, when it can be transformed into your most valuable engagement strategy.

How Good Customer Service Can Be Your Most Powerful Marketing Tool

Debra Carpenter | Posted 09.10.2015 | Business
Debra Carpenter

When we talk about marketing, we often talk about defining your ideal customer, creating great content, and making sure that the product you're selling delivers on your promises. But we don't talk enough about customer service and how exemplary customer service is an important element of successful marketing.

Why Your Spa Therapist Isn't Selling You Products

Linda Harding-Bond | Posted 09.01.2015 | Business
Linda Harding-Bond

The last time that you visited a spa did the therapist recommend a retail product to you? If your spa's retail area is fairly extensive they probably should have. Even if you had a massage.

The Entrepreneur's Guide to World-Class Customer Service

John Bowen | Posted 08.18.2015 | Business
John Bowen

As entrepreneurs, we're constantly trying to encourage more people to buy what we're selling. But of course, we can't succeed until we learn how to deliver a truly world-class client experience that differentiates us from our competitors.

How Disney Influences Small Customer Segments for Major Impact

Ernan Roman | Posted 08.18.2015 | Business
Ernan Roman

The art and science of engaging customer segments via influencer marketing or blogger outreach has emerged as a necessity for marketers. The success of this strategy depends on focusing on specific customer segments rather than broad blasts.

Marketers: Use These 2 Strategies to Engage With Consumers, Win BIG

Ernan Roman | Posted 08.06.2015 | Business
Ernan Roman

Your marketing messages go through a virtually instantaneous evaluation by consumers. They either identify with your communication and say, "Yes, that's me!" or, disconnect, feeling that you have no idea who they are or what they want. It's all based on your degree of relevancy.

The Payoff for Apologies -- and the Penalties for Their Absence

Dianna Booher | Posted 07.28.2015 | Business
Dianna Booher

The father with his kids in tow yelled a couple of obscenities at the gate agent. "Why won't you just open that door and let us on that plane! It's sitting right there. I can see it!"

Days of 'Spray and Pray' Marketing Are Done

Ernan Roman | Posted 07.23.2015 | Business
Ernan Roman

Too much marketing communication and too little targeting has been behind a sharp uptick in brand damage.

5 Customer Experience (CX) Teachings ... From the Dentist Chair

Sarah Deane | Posted 07.17.2015 | Technology
Sarah Deane

I hadn't been to the dentist in quite some time - lets not dwell on the number of years. I had all those "great" memories - the awful tasting gum number, the sound of the drill, the scraping noise... and so the wonderful sound bank continues.

Human Data: The Powerful Differentiator

Ernan Roman | Posted 07.14.2015 | Business
Ernan Roman

Findings from the latest B2B and B2C VoC research conducted by our firm, ERDM, indicate that the key drivers for achieving deep customer engagement are self-defined life stages and attitudes toward the company and the product categories. So, today more than ever;

A Google Head of Product Commercialization Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 07.07.2015 | Business
Ernan Roman

Beau Avril, Global Head of Product Commercialization, Google Preferred will address 4 questions.

It's Not Political Correctness, It Is Free Market Capitalism

John Friedman | Posted 07.02.2015 | Business
John Friedman

When Macy's made their statement that their values of diversity and inclusion were incompatible with the statements Mr. Trump made they were not questioning his right to say them. They were expressing their freedom of association (and dissociation) with those articulated, public statements.

5 Steps to Earning Customer Loyalty

Gabriel Bristol | Posted 06.30.2015 | Business
Gabriel Bristol

If there was ever a time when providing good service at a fair price was enough to earn a customer's loyalty, it has long since passed.

CMOs Must Shift Focus from Transactions to "Addictive Experiences"

Ernan Roman | Posted 06.23.2015 | Business
Ernan Roman

Customers become "brand partners" when companies shift from treating them as transactions to creating addictive experiences which meet and exceed customer's needs.

3 Ways to Re-ignite the Bond with Current Customers

Ernan Roman | Posted 06.10.2015 | Business
Ernan Roman

Most companies take existing customers for granted. They make 3 deadly assumptions; customers understand everything about your products, you know everything about your customers and, customers feel you are so special that they will be yours forever.