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Customer Experience

Buying a Mattress

Jasmine Jaksic | Posted 03.25.2015 | Comedy
Jasmine Jaksic

While my husband and I have a million things in common, how we deal with customer service is not one of them. Like most people, I don't enjoy interacting with them (thanks, Comcast), but he does!

RR Donnelley CMO Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 03.17.2015 | Business
Ernan Roman

Alisa Norris, CMO of RR Donnelley will address these 4 questions; What is one marketing topic that is most important to you as an innovator? Why is t...

Myth Busted: How Direct Mail Can Actually Enrich the Digital Customer Journey

Ernan Roman | Posted 03.10.2015 | Business
Ernan Roman

Using direct mail as a part of a multi-faceted campaign gives recipients multiple opportunities to engage, but for the History Channel it also provided recipients a valued collectable.

Reinventing Commerce: This Secret Will Help Retailers Transform their Online Store and Win Customers for Life

Matt Dion | Posted 03.04.2015 | Business
Matt Dion

Delivering great digital experiences is an essential strategy for retailers. Embracing the new customer journey will ensure that retailers remain competitive and are able to monetize digital experiences while wowing their customers with personalized service.

Free The Children Co-founder Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 02.19.2015 | Business
Ernan Roman

Craig Kielburger is a social entrepreneur and NYT-bestselling author. He is the co-founder of the children's charity Free The Children, the youth empowerment event We Day, and the social enterprise Me to We.

Reinventing Marketing: 5 Obsessions Today's Digital CMO Needs to Succeed

Matt Dion | Posted 02.18.2015 | Business
Matt Dion

The vast majority of digital experience projects -- the very same projects CMOs were hired to see through to fruition -- "sometimes" or "often" fail.

Sprinkles: Creating Awesome Experiences Through Innovative Service

BJ Gallagher | Posted 02.10.2015 | Business
BJ Gallagher

Chip Bell is one of my all-time favorite business authors. His specialty is customer service and no matter how many books I read on that topic, Chip's always stand out from the crowd.

HackerAgency CEO Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 02.11.2015 | Business
Ernan Roman

Thanks for all the positive feedback regarding our recently launched 4 Questions for Marketing Innovators. Each blog features one marketing innovator ...

How to 'Listen Loudly': 3 Steps to Increasing Customer Engagement

Kim Pisolkar | Posted 03.25.2015 | Small Business
Kim Pisolkar

Listening loudly is one of my favorite phrases when it comes to the process of customer engagement. Listening loudly is self-explanatory -- it's about having your ears open instead of your lips flapping -- and it's one of the most overlooked factors in business success!

Technology Drives a Golden Age For Customer Care

Tim Joyce | Posted 03.25.2015 | Technology
Tim Joyce

The push for exceptional customer experiences, that not only meet customer expectations but also differentiate brands from their competitors, saw some truly innovate their customer care offerings in 2014, and this will only continue in 2015.

Customer-Centricity Is Mandatory for 2015

Ernan Roman | Posted 03.22.2015 | Business
Ernan Roman

For 2015 putting your customer at the center of every strategy and business process will be essential for acquisition, retention and competitive differentiation. No more just talking about it. This coming year, it has to happen.Customer Think

Dare to Reimagine Your Life Upward, Onward and Inward

Genevieve Laplante | Posted 03.16.2015 | Business
Genevieve Laplante

After an amazing, heartfelt fireside chat by Arianna Huffington at the Dreamforce conference, I decided to finally take the time to reflect and express who I am from within instead of using my driven go getter character.

5 Marketing Requirements for Luxury Customer Engagement in 2015

Ernan Roman | Posted 03.14.2015 | Business
Ernan Roman

In 2015, the biggest challenge for luxury marketers will be to gain a much better understanding of what customers expect in terms of significantly improved customer experiences. Luxury Shopper

Cherishing the Kid Inside All of Us to Create Amazing Customer Experience: Steve Jobs Style

Karthik Rajan | Posted 03.13.2015 | Business
Karthik Rajan

The word magic takes me down memory lane, watching magic shows as a child was a roller coaster of delight, curiosity, wonderment, surprise and intrigue -- all rolled into one. For me, magic is a personal experience to cherish and the kid in me was overjoyed to observe its cross over to the professional side -- thanks to Steve Jobs.

Neiman Marcus CMO Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 03.08.2015 | Business
Ernan Roman

Wanda Gierhart is the SVP and CMO for Neiman Marcus, the premier omni-channel retailer of luxury and fashion merchandise in the U.S.

Keep Your Customers for Life: What to Do After They Buy

John Bowen | Posted 03.02.2015 | Small Business
John Bowen

You probably spend a great deal of time trying to enhance awareness of your brand, generate leads and close deals. But chances are, you're not spending nearly enough time or energy with customers after they sign on the dotted line.

From Products to Experience Ecosystems

Jonathan Hall | Posted 02.16.2015 | Business
Jonathan Hall

Brands and consumers are demanding more of each other. But if you want your brand to get more from consumers, you need to give more. You need to provide things of real value and relevance.

3 Questions You Need To Ask Now For 2015 Success

Ernan Roman | Posted 02.14.2015 | Business
Ernan Roman

Right now is the time to re-evaluate your marketing in terms of the new expectations your customers have developed in the past 6 months.

I Built a Business That People Told Me Not to Build

Kelsey Recht | Posted 01.31.2015 | Small Business
Kelsey Recht

Regardless of how brilliant of an idea you may have you need to be prepared for the negativity you'll hear when others try and tell you how to build, or what not to build.

3 Content Tips From "Comedians In Cars Getting Coffee"

Blake Landau | Posted 01.18.2015 | Business
Blake Landau

We know there's a content deluge on the web. Every vendor and brand and Tom, Dick and Harry are looking for attention. But can we all agree that too much junk is being published as "content." Let's stop the madness.

Love 'Em or Lose 'Em: How to Get Your Best Clients to Stay

Kim Pisolkar | Posted 12.28.2014 | Small Business
Kim Pisolkar

As a small business owner, one of your top priorities should be client retention. Why? Because getting good clients to stay will increase your profits and ensure your business has long-term sustainability.

Business Etiquette: The Correct Way to Respond to a Verbal 'Thank You'

Diane Gottsman | Posted 12.21.2014 | Business
Diane Gottsman

Two simple words, "no problem," in response to a "thank you," may be chipping away at your customers' goodwill. The service person who replies with this response almost certainly means to acknowledge the "thank you" and is essentially saying "you're welcome." Still, many customers are offended.

How Startups Can Apply Design to Create Superior Customer Experiences

Soren Petersen | Posted 11.16.2014 | Business
Soren Petersen

Co-written by Paul Hagen For a startup to succeed it must do more than simply develop a clever product or evolve features that mimic an incumbents...

How Uber Has Thrown Traditional Taxi Services Under the Bus

Richard Owen | Posted 11.17.2014 | Business
Richard Owen

While Uber's technology connects people with cars to people who need rides, it's not the technology per se that's driving the customer satisfaction that's in turn fueling trial, adoption and loyalty. Rather, it's the customer experience that the technology facilitates and delivers on reliably.

Uncommon Customer Experience

Myles Bristowe | Posted 11.15.2014 | Business
Myles Bristowe

The greatest of marketing masters will tell you they've earned their stripes by learning from their biggest mistakes. At least that's what the honest ones will tell you. We don't always get the results we want, so we learn our lessons.