Customer Experience Personalizing Personalization

Personalizing Personalization

Personalization alone isn't enough to attract customers. Here's why.

Customer Experience Data Byte: Few Companies Are Committing to Customer Experience

Data Byte: Few Companies Are Committing to Customer Experience

Despite acknowledging its importance, 30% of companies have not increased their investment in customer experience, a study says.

Customer Experience Data Byte: Barriers Stalling Retailers' Quest for Omnichannel

Data Byte: Barriers Stalling Retailers' Quest for Omnichannel

Many retailers have committed resources to realizing true omnichannel, but 94% report barriers to execution, leaving consumers wanting.

Customer Experience The Best and Worst Brands in Temkin Experience Ratings

The Best and Worst Brands in Temkin Experience Ratings

Which industries know how to satisfy their customers, and which ones have more work to do?

Customer Experience WOOFipedia: The American Kennel Club's Loyal Companion

WOOFipedia: The American Kennel Club's Loyal Companion

WOOFipedia provides educational and engagement opportunities to help pet owners strengthen their relationships with their dogs.

Customer Experience 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.

Customer Experience News Byte: Customers Still Prefer the Human Touch

News Byte: Customers Still Prefer the Human Touch

More than half phone call centers to ask questions or complain. Only 5% use social media to do so.

Customer Experience MTPS 2014 Video: Aligning Data & Tech to Achieve Better CX

MTPS 2014 Video: Aligning Data & Tech to Achieve Better CX

Marketers face an enormous challenge to meet customers' ever-increasing expectations today. The key is learnign to evolve with your customers.

Customer Experience MTPS 2014 Video: J.Hilburn Re-creates the In-Person Experience Online

MTPS 2014 Video: J.Hilburn Re-creates the In-Person Experience Online

There's nothing so personalized, so one-to-one, as the in-person customer experience. Or is there? Just ask J.Hilburn.

Customer Experience The Best and Worst Companies for Customer Experience

The Best and Worst Companies for Customer Experience

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

Customer Experience Customer Engagement: Unlocking and Activating Human Behavior

Customer Engagement: Unlocking and Activating Human Behavior

Building personal connections with customers drives the greatest value for a brand.

Customer Experience Marketers Take Note: Big Data Is About to Get Personal

Marketers Take Note: Big Data Is About to Get Personal

Organizations have reams of internal customer data; it's time to use it to personalize their marketing.

Customer Experience The Digital Deeds of a Born Sinner

The Digital Deeds of a Born Sinner

Rapper J. Cole brings experiential marketing to the music industry—and strikes Gold as a result.

Customer Experience For DoSomething.org, the Product Is the Customer Experience

For DoSomething.org, the Product Is the Customer Experience

Generating compelling customer experiences is a requisite for profitable brands and nonprofits alike.

Customer Experience For Engagement to Work, Let the User Initiate the Conversation

For Engagement to Work, Let the User Initiate the Conversation

User-initiated cost-per-engagement ad units are not only consumer-friendly, but also can help marketers determine actual interactions with display ads.

Customer Experience Take a Holistic View of Measuring Customer Engagement

Take a Holistic View of Measuring Customer Engagement

Marketers who focus too heavily on measuring at the granular level may miss insight only obtainable when looking at the big picture.

Customer Experience Delivering a Sweeter Customer Experience

Delivering a Sweeter Customer Experience

Valentine's Day sales show an increase in customers' love for mobile shopping. Here are 3 ways for marketers to embrace mobile, too.

Customer Experience Online Retailers Feeling the Winter Blues

Online Retailers Feeling the Winter Blues

Customer satisfaction with online retail is at the lowest level in 12 years, though overall retail satisfaction continues to rise.

Customer Experience Put Data First and Get First Place

Put Data First and Get First Place

Sunrise Senior Living created a responsive Web experience based on user preferences.

Customer Experience Feeling the Customer Love?

Feeling the Customer Love?

Consumers give their opinion of which industries are most and least customer-centric.

Customer Experience Macmillan Cleans Up Its Quick and Dirty Tips Site

Macmillan Cleans Up Its Quick and Dirty Tips Site

When your business is content, how you organize that content is as important as its quality—especially online.

Customer Experience SDL Turns Vision Into Reality With Its Customer Experience Cloud

SDL Turns Vision Into Reality With Its Customer Experience Cloud

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

Customer Experience Q&A: The Power to Act

Q&A: The Power to Act

Erick Brethenoux, director of business analytics and decision management strategy at IBM, explains why data is at the heart of customer centricity.

Customer Experience J.Hilburn's Customer Experience Is Made to Order

J.Hilburn's Customer Experience Is Made to Order

Say what you will about direct selling, for custom men's luxury clothier J.Hilburn, direct-to-consumer is the perfect fit.

Customer Experience The Next Evolution of Personalization

The Next Evolution of Personalization

Marketers now can better define and deliver truly one-to-one customer experiences.

Customer Experience Resolve to Listen to Your Customers in 2014

Resolve to Listen to Your Customers in 2014

3 ways preference management can help marketers act on customer input.

Customer Experience Customer Engagement in B2B Marketing

Customer Engagement in B2B Marketing

Not just for B2C marketers, customer engagement is an approach B2B marketers also can take to bolster loyalty and the likelihood to repurchase.

Customer Experience LuckyVitamin.com's CX Strategy Is the Picture of Health

LuckyVitamin.com's CX Strategy Is the Picture of Health

Everything revolves around the customer for this discount seller of vitamins and nutritional supplements.

Customer Experience Q&A: Customer-Centric Marketing

Q&A: Customer-Centric Marketing

MyBuys CMO Dan Druker on why customer-centricity isn't an option—it's a necessity. If you want to have customers, that is.

Customer Experience 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 Experience MassMutual's Customer-Led Marketing Revamp

MassMutual's Customer-Led Marketing Revamp

The financial services firm learns that listening to the voice of the customer is just common cents.

Customer Experience News Byte: Mahernia Named Chief Creative Officer at Rosetta

News Byte: Mahernia Named Chief Creative Officer at Rosetta

As CCO, he'll lead creative execution of what he terms the "New Digital Agency."

Customer Experience Consumer Power Drives Marketing-Tech Adoption

Consumer Power Drives Marketing-Tech Adoption

As consumers increasingly adopt technologies in their daily lives, marketers respond by harnessing those tools for customer interactions and communications.

Customer Experience Customer Experience Excellence Supports Marketing Efforts

Customer Experience Excellence Supports Marketing Efforts

Organizations that provide an outstanding customer experience inspire positive word of mouth and sales increases as a result.

Customer Experience Word to the Wise: Customer Experience

Word to the Wise: Customer Experience

Far too many marketers equate customer experience (CX) with customer service, thus overlooking marketing's role in CX—which is significant.

Customer Experience Saving Customer Relationships Despite Negative WOM

Saving Customer Relationships Despite Negative WOM

Research shows that customers who receive constructive responses after negative posts become more actively engaged.

Customer Experience Customer Switching Costs U.S. Marketers $1.3 Trillion Annually

Customer Switching Costs U.S. Marketers $1.3 Trillion Annually

Poor customer service is named as the culprit. The worst offenders: retailers, banks, and cable and satellite providers.

Customer Experience Video: J. Hilburn's Customer Experience Pops

Video: J. Hilburn's Customer Experience Pops

Direct Marketing News Editor-in-Chief Ginger Conlon talks to Veeral Rathod, cofounder of J. Hilburn, at the luxury menswear brand's new pop-store in NYC.

Customer Experience 5 Ways to Increase Customer Engagement Using Science

5 Ways to Increase Customer Engagement Using Science

Marketers who use operant conditioning and reward desired customer behaviors are more likely to build customer engagement and increase sales.

Customer Experience Infographic: The State of Customer Experience (CX)

Infographic: The State of Customer Experience (CX)

In honor of Customer Experience Day on October 1, we're sharing the latest data from Temkin Group on the state of CX today.

Customer Experience Creating an Emotional Bond With Consumers

Creating an Emotional Bond With Consumers

How marketers and brands can be #BFFs with their customers.

Customer Experience The Sales Funnel is Dead

The Sales Funnel is Dead

Today's consumers expect that the sale is just the beginning of a journey of increasingly personalized and sustained engagement.

Customer Experience Is Customer Service Killing Your Brand?

Is Customer Service Killing Your Brand?

4 reasons marketers should care about customer service and how it affects their branding and customer retention efforts.

Customer Experience Direct Marketing's Media Take Over

Direct Marketing's Media Take Over

Quantitative, customer-first minded marketers will lead the charge and outmaneuver competitors.

Customer Experience Beware, Healthcare, the 1st of October Approaches

Beware, Healthcare, the 1st of October Approaches

The first, not the last, day of October is the witching hour for health insurance providers, who must metamorphose into consumer marketers to serve the first healthcare exchange customers.

Customer Experience A Hidden Marketing Asset

A Hidden Marketing Asset

3 ways the contact center can provide data, connections, and interactions that can help move marketing forward.

Customer Experience Getting Action on Your Call-to-Action

Getting Action on Your Call-to-Action

A successful call-to-action is part strategy, part magic. Mandalay Entertainment's CEO reveals his tricks of the trade.

Customer Experience Hilton, Vanguard, and Walgreens Talk Customer Experience

Hilton, Vanguard, and Walgreens Talk Customer Experience

The three brands share how innovation is integral to creating a customer experience that builds brand loyalty.

Customer Experience Are CMOs Experienced?

Are CMOs Experienced?

When it comes to managing the customer experience, CMOs are still finding their way, says The CMO Club.

Customer Experience Customer Satisfaction Shifts in Travel and Leisure Vertical

Customer Satisfaction Shifts in Travel and Leisure Vertical

Overall customer satisfaction with airlines and restaurants improve, while hotels remain stable according to a new report.

Customer Experience Missed (Marketing) Opportunities

Missed (Marketing) Opportunities

What assets are slipping through the cracks in your marketing?

Customer Experience Navy Federal Heeds the Call

Navy Federal Heeds the Call

The credit union markets to its military members through contact center agents armed with customer data.

Customer Experience Banking on Customer Experience Management

Banking on Customer Experience Management

Leveraging next generation online CEM to drive business results.

Customer Experience The New Bottom Line: Customer Success

The New Bottom Line: Customer Success

Marketers aiming to increase retention must embrace a customer-success philosophy.

Customer Experience The Blending of Marketing and Service

The Blending of Marketing and Service

Why social customer service must be a part of a company's marketing strategy.

Customer Experience Marketing by the Book—and Beyond

Marketing by the Book—and Beyond

4 lessons for marketers from Jeff Bezos and Amazon.com.

Customer Experience Stop Marketing and Start Tuning In

Stop Marketing and Start Tuning In

Marketers need to listed first and then provide the information customers actually want.

Customer Experience Direct Marketing: More Relevant Than Ever

Direct Marketing: More Relevant Than Ever

Burgeoning digital channels and new avenues of customer insight give marketers new opportunities to build affinity and sales through direct marketing.

Customer Experience Forrester: 'Minority Report' Is Not the Future of Marketing

Forrester: 'Minority Report' Is Not the Future of Marketing

The Internet of things—what Forrester refers to as "smart body, smart world"—is not coming soon. It's basically here. But just remember to be useful, not creepy.

Customer Experience 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.

Customer Experience Keep the Customer Conversation Going

Keep the Customer Conversation Going

10 ways marketers can build an engaged opt-in audience.

Customer Experience 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.

Customer Experience Are You (Customer) Experienced?

Are You (Customer) Experienced?

Many marketers are not as focused on customer experience as they should be. Here's why—and three areas to (re)focus on.

Customer Experience How Do Customers Define Customer Experience Marketing?

How Do Customers Define Customer Experience Marketing?

New research findings reveal what customers expect from a high-value customer experience.

Customer Experience 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.

Customer Experience 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.

Customer Experience Which Brands Are the Most Functional, Accessible, and Emotional?

Which Brands Are the Most Functional, Accessible, and Emotional?

The 2013 Temkin Experience Ratings examines 246 large organizations for how well they address customer needs in three basic areas.

Customer Experience Do You Have What it Takes to Make My Day?

Do You Have What it Takes to Make My Day?

Experts reveal the do's and don'ts of how marketers can help to create a positive customer experience.

Customer Experience Are You (Listening) Taking Action?

Are You (Listening) Taking Action?

Companies should "listen" to customers—but action is what really matters.

Customer Experience Voice Activated

Voice Activated

The voice of the customer calls marketers to action at Barclaycard, Cross Country Home Services, and JetBlue.

Customer Experience Marketing's Important Role in CX Excellence

Marketing's Important Role in CX Excellence

Companies like EMC, Fidelity Investments, Oklahoma City Thunder, and Safelite AutoGlass use marketing to enhance the customer experience.

Customer Experience The New Imperatives of Marketing

The New Imperatives of Marketing

As the Obama campaign shows, organizations that embrace the changes occurring in branding, analytics, and customer engagement will outperform their peers.

Customer Experience John Kottcamp, chief strategy officer & CMO, Tahzoo

John Kottcamp, chief strategy officer & CMO, Tahzoo

Customer experience is hot, hot, hot. John Kottcamp, chief strategy officer & CMO, Tahzoo delves into what marketers need to know.

Customer Experience 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 B-to-b on the go

B-to-b on the go

With each individual able to carry their business around with them on a tablet or phone, b-to-b marketing has sought a number of ways to reach on-the-go executives.

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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.