Customer Experience Management

The Best and Worst Companies for Customer Experience

The Best and Worst Companies for Customer Experience

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Food chains like H.E.B. and Trader Joe's do it right, healthcare companies like Coventry Health and Empire BlueCross BlueShield don't.

The Challenge of Changeable Customers

The Challenge of Changeable Customers

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When it comes to behavioral targeting, I'm never surprised by the ads I'm served on my personal Mac.

SDL Turns Vision Into Reality With Its Customer Experience Cloud

SDL Turns Vision Into Reality With Its Customer Experience Cloud

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The CXM platform provider aims to help marketers optimize the buyer experience across channels.

Customer Knowledge Is the Foundation of Marketing Success

Customer Knowledge Is the Foundation of Marketing Success

The customer is now in the driver's seat—a phrase that has become a cliché is an absolute truism that cannot be ignored.

Personalized Marketing = Customer-Centric Marketing

Personalized Marketing = Customer-Centric Marketing

The way to profitably engage customers across marketing channels is to get personal.

Passionate About Customers

Passionate About Customers

In our inaugural "CMO Confidential" Q&A, Mitel CMO Martyn Etherington delves deeper into his passion for customer-centricity.

Customer Communities: Don't Miss the Party

Customer Communities: Don't Miss the Party

Becoming customer-obsessed starts with doing a 180 in marketing. The way to create customer loyalty is to facilitate conversations in a vibrant community for your customers.

Turn Crisis into Opportunity with Superior Customer Experience

Turn Crisis into Opportunity with Superior Customer Experience

Have a plan in place to provide an exceptional customer experience during a time of crisis. Doing so will instill confidence in your company and go a long way in enhancing long-term customer loyalty.

Infographic: Analytics Steer the Digital Helm

Infographic: Analytics Steer the Digital Helm

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Digital marketing decision makers list analytics tools and technologies as top priorities.

The Marketing Journey Begins With Customer Knowledge

The Marketing Journey Begins With Customer Knowledge

As a marketer, where do you start? Like so many other strategic challenges in business, you start by getting to know your customer.

Banking on Customer Experience Management

Banking on Customer Experience Management

Leveraging next generation online CEM to drive business results.

Is Bad Service Undermining Your Marketing?

Is Bad Service Undermining Your Marketing?

Beware of planting seeds that lead to disastrous customer service--and negative word of mouth.

4 Ways to Map Marketing to Customers' Journeys

4 Ways to Map Marketing to Customers' Journeys

What every marketer needs to know about customer journey maps.

Loyalty Takes Listening

Loyalty Takes Listening

Customers are more likely to be loyal to companies that meet their expectations. Doing so means aligning the voice of the customer with marketing.

FreshDirect's Secret to Tantalizing Its Customers

FreshDirect's Secret to Tantalizing Its Customers

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A new recipe for cooking up customer data has this direct seller of groceries in growth mode.

Data-Driven Marketing Is More Important Than Ever

Data-Driven Marketing Is More Important Than Ever

Hearst, Macy's, JPMorgan Chase, and Starwood share their data-driven engagement secrets.

Consumers Want "Reciprocity of Value"

Consumers Want "Reciprocity of Value"

Customers are willing to share personal information in exchange for what they consider communications and offers of equal value.

The Art (and Science) of Conversion

The Art (and Science) of Conversion

Today's marketing communications must combine the art of image-building creative with the science of compelling and engaging consumer offers.

Making Privacy Table Stakes

Making Privacy Table Stakes

Companies that use Privacy by Design can better balance targeted marketing outreach with customer expectations.

Train for Your Customer Experience Marathon

Train for Your Customer Experience Marathon

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Only the nimble brands will survive.

Hell Hath No Fury Like a Disappointed Customer

Hell Hath No Fury Like a Disappointed Customer

Marketers need to close the gap between brand promise and customer experience.

Customer Experience Primer for Marketers

Customer Experience Primer for Marketers

Marketers need to understand the key elements of CX; it may determine the success or failure of their efforts.

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Featured Articles

Turning Big Data Into Smart Data

Turning Big Data Into Smart Data

It doesn't matter how much data you have if you don't integrate your data sets, says market researcher Matthias Hartmann.

5 Reasons to Rethink Radio Right Now

5 Reasons to Rethink Radio Right Now

Radio version 2014 delivers an exciting palette of marketing tools to make the medium of sound more effective for direct response advertisers.

Brands Have Lost Control, and It's OK

Brands Have Lost Control, and It's OK

How marketers can navigate the new customer engagement era.