Customer Experience Management
Trustpilot aims to be the Yelp or TripAdvisor for companies doing business primarily online.
The more than 160-year-old brand taps into modern, digital, and social tools to make genuine connections with customers across the globe.
Marketers today are understanding customers and context, personalizing experiences, and optimizing performance across channels.
The customer intelligence company partners with Voci to add analytics of customer calls to its platform.
Public broadcasting station WGBH in Boston cleans up its dirty data and boosts donations.
The experience management company aims to decrease time-to-market and accelerate growth for e-commerce companies.
As omnichannel marketing becomes the norm, measuring performance across channels moves from optional to elemental.
The 2014 Essential Guide to Omnichannel Marketing—everything you need to know about Omnichannel, all in one spot. Read on for insight.
Deliver data in an engaging, relevant, and actionable way and you'll be agile enough to respond to the needs of today's empowered consumer.
Are you making it easy for customers to share their opinions about your brand? If not, you should be.
Food chains like H.E.B. and Trader Joe's do it right, healthcare companies like Coventry Health and Empire BlueCross BlueShield don't.
When it comes to behavioral targeting, I'm never surprised by the ads I'm served on my personal Mac.
The CXM platform provider aims to help marketers optimize the buyer experience across channels.
The customer is now in the driver's seat—a phrase that has become a cliché is an absolute truism that cannot be ignored.
The way to profitably engage customers across marketing channels is to get personal.
In our inaugural "CMO Confidential" Q&A, Mitel CMO Martyn Etherington delves deeper into his passion for customer-centricity.
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.
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.
Digital marketing decision makers list analytics tools and technologies as top priorities.
As a marketer, where do you start? Like so many other strategic challenges in business, you start by getting to know your customer.
Leveraging next generation online CEM to drive business results.
Beware of planting seeds that lead to disastrous customer service--and negative word of mouth.
What every marketer needs to know about customer journey maps.
A new recipe for cooking up customer data has this direct seller of groceries in growth mode.
Customers are more likely to be loyal to companies that meet their expectations. Doing so means aligning the voice of the customer with marketing.
Hearst, Macy's, JPMorgan Chase, and Starwood share their data-driven engagement secrets.
Customers are willing to share personal information in exchange for what they consider communications and offers of equal value.
Today's marketing communications must combine the art of image-building creative with the science of compelling and engaging consumer offers.
Companies that use Privacy by Design can better balance targeted marketing outreach with customer expectations.
Only the nimble brands will survive.
Company of the Week
SK&A is a leading provider of U.S. healthcare information solutions and databases. As part of IMS Health, SK&A researches and maintains contact and profiling data for over 2 million healthcare providers, including 800,000+ prescribers. SK&A's data supports research and marketing initiatives for life sciences, medical device, managed healthcare, direct marketing, publishing, education and more. SK&A's proprietary databases are telephone-verified twice per year from its world class Research Centers. SK&A enables multi-channel marketing and sets the standard for data quality and reliability. SK&A's customers include many of America's most recognized healthcare, publishing and pharmaceutical institutions.
SK&A is a leading provider of U.S. healthcare information solutions and databases. As ...