Chipotle Launches Loyalty Program, Attempts to Win Back Customers

Chipotle Launches Loyalty Program, Attempts to Win Back Customers

Way to bring back wayward customers after health scares

Five Minutes With: Small Businesses Need Better Tools, says Tim Hayden

Five Minutes With: Small Businesses Need Better Tools, says Tim Hayden

Tim Hayden of Zignal Labs shares his marketing tech outlook

The Changing Face of Email Marketing

The Changing Face of Email Marketing

Responsive/contextual email? It's email, but not as we know it. We take a look at its potential--and limitations.

Location, Location, (Understanding) Location

Location, Location, (Understanding) Location

Location marketing breaks down the barriers between digital and "real" world customer journeys

Great Debate: The Tension Between Customer Experience and the Bottom Line

Great Debate: The Tension Between Customer Experience and the Bottom Line

It's easy to talk about customer experience, but the challenge is putting it into practice - five industry professionals tell us what it means to them

Cirque du Soleil's Derricks on Finding the Quiet Spaces in Marketing

Cirque du Soleil's Derricks on Finding the Quiet Spaces in Marketing

Bringing the Cirque du Soleil story to life requires both the emotional and the ultitarian

ClassPass Price Changes Highlight Challenges of All-You-Can-Consume Businesses

ClassPass Price Changes Highlight Challenges of All-You-Can-Consume Businesses

Consumers complain, but will they leave?

Personalization Helps Marmot Improve Conversion Rates

Personalization Helps Marmot Improve Conversion Rates

The outdoor apparel and equipment brand uses customer Web behavior to generate tailored recommendations and experiences.

Taking Action on Your Customer Data

Taking Action on Your Customer Data

Our Marketing&Tech Innovation Summit partner offers insight into the many ways marketers can optimize customer data.

The 6 Stages of Digital Transformation

The 6 Stages of Digital Transformation

Customer experience expert Brian Solis plays business psychoanalyst in mapping out the arduous conceptual journey to business reinvention.

Becoming a Customer-Obsessed Marketer

Becoming a Customer-Obsessed Marketer

Advice for achieving and maintaining customer centricity at a time when customers expect nothing less.

Campaigns Don't Cut It Anymore

Campaigns Don't Cut It Anymore

It's time for campaigns to take a back seat, and for marketers to rev their contextual marketing engines.

The Right Data Can Drive Customer Action

The Right Data Can Drive Customer Action

How marketers can use data to spur customer to buy, advocate, share, and engage. [eBook]

"It's Not About the Device, It's About the Experience"

"It's Not About the Device, It's About the Experience"

Improving customers' brand interactions on mobile starts with a focus on the customer rather than on the device.

Why Be an "Experience" Business? Because Customers Expect It

Why Be an "Experience" Business? Because Customers Expect It

When brands focus on the experience rather than on the product, customers respond—with their dollars and their loyalty.

It's Time to Be an Experience Business

It's Time to Be an Experience Business

The theme at the 2016 Adobe Summit is why and how to transform to an experience business. Adobe made several product announcements in line with that theme.

It All Starts With the Customer

It All Starts With the Customer

Speakers at #Excom2016 emphasized that companies need to put customers at the center of their strategic decision making.

Engineering Authentic Stories That Feed Customer Engagement

Engineering Authentic Stories That Feed Customer Engagement

CMO Barbara Martin Coppola shares the tasty GrubHub marketing story and discusses its mission to "Move Eating Forward."

CMOs Are Struggling With Cross-Channel Personalization

CMOs Are Struggling With Cross-Channel Personalization

Successful single-channel interactions are commonplace, but only 14% of CMOs polled said they're executing personalization across the customer journey.

Stop Thinking Opens; Start Thinking Relationships and Purchases

Stop Thinking Opens; Start Thinking Relationships and Purchases

As marketers look to evolve the role of email marketing, they must also reconsider how they use it to drive sales.

The Brian Solis Experience

The Brian Solis Experience

He may not be the Jimi Hendrix of customer experience, but his new book asks, "Are you experienced?" and your answer is likely to be, "No."

Hold the Phone: Apple and Samsung Are the Most Relevant Brands

Hold the Phone: Apple and Samsung Are the Most Relevant Brands

Google and Facebook, apparently, are not. And in a caffeine-induced upset, Folgers out-relevances Starbucks.

What Change in Customer Behavior Will Impact Marketing Most in 2016?

What Change in Customer Behavior Will Impact Marketing Most in 2016?

Marketing industry insiders predict the most significant ways that B2B and B2C buyers will behave differently this year—and what marketers should do about it.

Facebook is the Comeback Kid of Customer Service in 2015

Facebook is the Comeback Kid of Customer Service in 2015

Zuckerberg & Co. rode personalization to good reviews in a year when service levels slid off the table. ACSI ratings declined for six out of 10 companies.

How Snapfish Caused Me to Snap

How Snapfish Caused Me to Snap

Broken marketing promises and a lack of customer service while ordering holiday cards turned me into a Grinch.

Poor CX Hinders Revenue Growth

Poor CX Hinders Revenue Growth

Just 23% of B2B companies are achieving higher revenue growth thanks to customer experience—or lack thereof.

CarMax Drives Performance With Analytics

CarMax Drives Performance With Analytics

CMO Jim Lyski is revving up business value at CarMax by using analytics to bring personalization to life.

Email Opt-in Done Right

Email Opt-in Done Right

Marketers who ask customers to opt in to email promotions, rather than deciding for them, are the ones who will build the most engagement for their brand.

L'Oréal Paris Predicts Engagement Metrics of the Future

L'Oréal Paris Predicts Engagement Metrics of the Future

The cosmetic giant's head of customer engagement in Canada gave a glimpse into what consumer engagement might look like in the years ahead.

The Customer Competencies Every CMO Needs

The Customer Competencies Every CMO Needs

Customer relationship strategies aren't solely the bailiwick of the chief customer officer; CMOs need customer experience skills, too.

Oracle Fine-Tunes the Customer Experience

Oracle Fine-Tunes the Customer Experience

Oracle Marketing Cloud announces innovations directed at improving the customer experience

747 Million Good Reasons to Fix Your CX Now

747 Million Good Reasons to Fix Your CX Now

That was the size of the fine Bank of America paid to the Consumer Financial Protection Bureau for deceptive marketing. Is the CFPB a model that will be replicated?

First Transactions Can Predict Future Buying Behaviors

First Transactions Can Predict Future Buying Behaviors

A new study shows that the number of items a consumer purchases in his first visit to an e-tailer is telling of his future buying behavior.

Extra Space Storage Goes the Extra Mile to Forge Customer Connections

Extra Space Storage Goes the Extra Mile to Forge Customer Connections

Email personalization packages up a 50% increase in attributed conversation rate for the self-storage company.

Does Customer Experience Need a 911 Call?

Does Customer Experience Need a 911 Call?

Forrester research finds an alarming decline in CX scores—or perhaps customers have gotten too tough to please.

5 Insights on Using Customer Science to Build Relationships—and Business

5 Insights on Using Customer Science to Build Relationships—and Business

One analyst hypothesizes that a little bit of customer understanding goes a long way toward retention.

No Excuses, Just Insight

No Excuses, Just Insight

"Information that was once implicit is now explicit—and available to marketers." -Atique Shah, Cox Automotive's VP of advanced analytics.

MassMutual Profits From Digital Investment

MassMutual Profits From Digital Investment

The financial services provider redesigns its website to meet customers' modern needs.

First Insight Introduces New Platform

First Insight Introduces New Platform

Leave the gun. Take the marketing software.

Dreamforce 2015: Thunder and Lightning

Dreamforce 2015: Thunder and Lightning

Among the announcements at Dreamforce 2015 was the IoT cloud, powered by Thunder.

10 Ways to Prepare for the Adventure That Is Dreamforce

10 Ways to Prepare for the Adventure That Is Dreamforce

CRM is as complex as Dreamforce is gigantic. Rev up for the conference by exploring the nuances of the relationship between marketers, customers, and their data.

Is Customer Experience the New CRM?

Is Customer Experience the New CRM?

CX brings a focus on the customer that CRM had always intended to, but for many organizations, didn't quite achieve.

The Secret to Being Digital? Be More Human.

The Secret to Being Digital? Be More Human.

Brands that are digital humanists will get further with customers than those who are digital machinists.

Marketers Should Engage Engagement

Marketers Should Engage Engagement

A recent guide says that it's time for marketers to prioritize customer engagement.

Brands Ignore Customers' Social Questions Too Often

Brands Ignore Customers' Social Questions Too Often

Eighty-eight percent of social messages to brands go unanswered for 72 hours.

5 Ways B2B Marketers Can Channel the B2C Force

5 Ways B2B Marketers Can Channel the B2C Force

Learn to humanize their approach, they can.

It's Time to Face Marketing's Impact on Customer Experience

It's Time to Face Marketing's Impact on Customer Experience

Marketers who ignore the influence of marketing on customer experience do so at their peril.

Fast Facts: September 2015

Fast Facts: September 2015

Some quick info to keep you up-to-date, including the percentage of consumers who are willing to share their data to improve their customer experience.

A Customer Experience Obsession

A Customer Experience Obsession

Customers who consistently enjoy brand experiences tend to buy more, spend more when they buy, cost less to serve, advocate, and forgive mistakes.

7 Ways to Use Email to Combat Email Disengagement

7 Ways to Use Email to Combat Email Disengagement

Email is as popular as ever, but so are feelings of email fatigue. Here's how to bring wayward customers back into the email fold.

Small Businesses and Consumers Not on the Same (Web)Page

Small Businesses and Consumers Not on the Same (Web)Page

One in three small businesses don't have a presence on social media.

What Are Your Customer #RelationshipGoals?

What Are Your Customer #RelationshipGoals?

Four loyalty experts sum up the ultimate customer relationship in three words.

Marketing Is a Passion—or Perhaps an Obsession

Marketing Is a Passion—or Perhaps an Obsession

When does marketing pay off most? When it's all about the customer.

It's Time to End Random Acts of Marketing

It's Time to End Random Acts of Marketing

A siloed approach to marketing is fast becoming outdated. "Optichannel" marketing is the future, one pundit predicts.

Why Fantastic Four Is a Cautionary Tale—for Marketers Especially

Why Fantastic Four Is a Cautionary Tale—for Marketers Especially

The first family failed at the box office for the third time, an outcome great marketing could have probably avoided.

Email Has Influenced 98 Percent of Consumers Polled to Make a Purchase

Email Has Influenced 98 Percent of Consumers Polled to Make a Purchase

If there was ever any question of email's effectiveness, one recent study provides a succinct answer: Email works.

King's Hawaiian Pins Its Hopes on a New Marketing Recipe

King's Hawaiian Pins Its Hopes on a New Marketing Recipe

A targeted search campaign on Pinterest delivered the food company a tasty 6.7 million earned media impressions in just four months.

Social Climbs the Customer Sat Charts

Social Climbs the Customer Sat Charts

And search declines on the American Customer Satisfaction Index as it struggles with mobile optimization.

Which Is Sexier, Data or Customer Experience?

Which Is Sexier, Data or Customer Experience?

Both can make a brand hot stuff if marketers use data to steer CX, says one data scientist.

Showing Thanks Gives Brands a Certain Je Ne Sais Quoi

Showing Thanks Gives Brands a Certain Je Ne Sais Quoi

Your customers are tough cookies. Let them know that your brand is the one they should buy from by showing appreciation for their business and interactions.

Forrester: A Top-Notch Customer Experience Is a Sure Revenue Builder

Forrester: A Top-Notch Customer Experience Is a Sure Revenue Builder

A new study from the research firm shows a direct correlation between customer experience prowess and organic growth rates.

Why Are Some Companies so Good at Bad Experiences?

Why Are Some Companies so Good at Bad Experiences?

Or perhaps it's better to ask why some executives find it so hard to look at experiences from the customer's point of view.

Prime Day Won't Be Black Friday

Prime Day Won't Be Black Friday

But it may turn out to be a seminal event in e-commerce promotion and loyalty club recruitment.

Marketers Should Opt In to a Top-Notch Engagement Strategy

Marketers Should Opt In to a Top-Notch Engagement Strategy

The average push notification opt-in rate is 62%.

USAA and Amazon Remain Tops in Web Experience

USAA and Amazon Remain Tops in Web Experience

One or the other has led the Temkin list since its inception. Retailers and financial institutions dominate.

Kellogg's Rewards Program Doesn't Flake Out on Digital

Kellogg's Rewards Program Doesn't Flake Out on Digital

The CPG company revamped its rewards program by using new technology to simplify the member experience.

Millennials Willing to Pay Loyalty Fees

Millennials Willing to Pay Loyalty Fees

More than three quarters of millennials are willing to pay to join fee-based loyalty programs.

3 Day Blinds Case Study: How Integrating MarTech and AdTech Changes Everything

3 Day Blinds Case Study: How Integrating MarTech and AdTech Changes Everything

Creating seamless brand experiences and fueling engagement across the customer journey requires a data-driven, integrated approach. Learn how 3 Day Blinds worked with Turn and Marketo to connect their digital advertising and marketing automation and uncover actionable insights about their audience.

Clarabridge Joins the Burn-Down-the-Silos Movement

Clarabridge Joins the Burn-Down-the-Silos Movement

Its new release features role-based dashboards that translate data for specific managers and departments.

Tips for Using Data and Automation to Improve the Customer Experience

Tips for Using Data and Automation to Improve the Customer Experience

Join Talibah Mbonisi, director of marketing operations for Silverpop, an IBM Company, as she shares tips for using data and automation to drive engagement.

Catalina Intros an E-Circular

Catalina Intros an E-Circular

Two thirds of supermarket baskets don't include a promoted item, says the e-couponer whose new program looks to wring more sales circulars.

Salesforce Sets New Coordinates for Journey Builder

Salesforce Sets New Coordinates for Journey Builder

The 1-to-1 marketing staging area is reconfigured to react to what's likely to happen next on a customer's journey.

AdRoll Announces the Release of Prospecting

AdRoll Announces the Release of Prospecting

IntentMap boasts the largest pool of first-party data with more than 1,000 advertisers opted in.

Communispace Is Now Simply C Space

Communispace Is Now Simply C Space

The new name unites its global units and heralds an expansion into services stemming from its online communities.

What Is Online Shoppers' Device of Choice?

What Is Online Shoppers' Device of Choice?

The battle between desktop and mobile continues as the former holds steady while the latter steamrolls ahead.

'Marketers Are Choice Architects'

'Marketers Are Choice Architects'

Dan Ariely advises marketers on how to transform customers' intentions into desired actions.

Buy Directly From Ads With XpressBuy

Buy Directly From Ads With XpressBuy

XpressBuy boasts four times as many participating retailers as Facebook Buy and Twitter Buy combined.

Customer Experience Failures Balloon Into Bigger Problems [Infographic]

Customer Experience Failures Balloon Into Bigger Problems [Infographic]

Poor customer experiences can lead to deflated revenue and loyalty.

Euro Review Site Invades America

Euro Review Site Invades America

Trustpilot aims to be the Yelp or TripAdvisor for companies doing business primarily online.

US Cellular Calls on Community Engagement

US Cellular Calls on Community Engagement

The wireless carrier aims to form authentic customer connections by exchanging community sponsorships for brand interactions.

A Tale of Two Customer Experiences

A Tale of Two Customer Experiences

No use crying over spilled wine—at least not after the customer experience I had.

Why Marketing Is Essential to Customer Trust in E-commerce

Why Marketing Is Essential to Customer Trust in E-commerce

Learn about the measures that leading online retailers have taken to increase credibility and security on their websites.

Sales and Marketing Need to Join Forces

Sales and Marketing Need to Join Forces

All marketers agree that it's very important to communicate with other departments vis-à-vis customer engagement, so why are so few sales and marketing departments on the same page?

C'mon, Touch Me

C'mon, Touch Me

TouchCommerce introduces a way for offline line ads to instantly engage with consumers via live chat.

Marketing in the Era of Hyperadoption

Marketing in the Era of Hyperadoption

Forrester's James McQuivey examines the benefits and challenges of consumers' never-ending lust for "new."

Challenges and Opportunities in Digital Marketing

Challenges and Opportunities in Digital Marketing

Executives from Alaska Air, John Wiley & Sons, and Vans discuss how digital and customer expectations are changing their approach to marketing.

Western Union Transfers Customer Passion to Brand Affinity

Western Union Transfers Customer Passion to Brand Affinity

The more than 160-year-old brand taps into modern, digital, and social tools to make genuine connections with customers across the globe.

Are You a Habit Your Customers Can Break?

Are You a Habit Your Customers Can Break?

Behavioral loyalty is tenuous; customers can and will drop you like a bad habit.

Youtility: Why Smart Marketing is About Help, not Hype

Youtility: Why Smart Marketing is About Help, not Hype

In this Webinar, NY Times best-selling author Jay Baer introduces a new approach that cuts through the clutter: marketing that is truly, inherently useful.

7 Ways to Listen to Your Brand's Transformational Consumers

7 Ways to Listen to Your Brand's Transformational Consumers

Your customers are talking. Are you tuning into what they have to say?

PEMCO Wins With Help From the 12th Man

PEMCO Wins With Help From the 12th Man

The insurance company gets into fan engagement beast mode.

Customer Experience Is in the Mail

Customer Experience Is in the Mail

US Monitor launches a mailing condition reporting service to help mailers ensure a positive experience for their customers.

Marketers Are Showing Customers Love

Marketers Are Showing Customers Love

Marketers today are understanding customers and context, personalizing experiences, and optimizing performance across channels.

Don't Rain on Customers' Loyalty Parade [Infographic]

Don't Rain on Customers' Loyalty Parade [Infographic]

Poor experiences are the dark clouds that hang over customers' sense of commitment.

Are You Just a Habit Your Customers Can Break?

Are You Just a Habit Your Customers Can Break?

Customers who are truly loyal—emotionally connected to a brand—are hard to come by. Most are just behaviorally loyal. But beware: Some habits are easy to change.

The New Rules of Modern Marketing

The New Rules of Modern Marketing

Oracle Corporation's top executive Mark Hurd guides today's marketers through an ever-changing industry.

The Loyalty Equation

The Loyalty Equation

Balancing brands' financial needs with consumers' emotional desires is one problem marketers have yet to solve. Data is the way to a solution.

Costco, USAA, Netflix, and JetBlue Lead in Net Promoter Scores

Costco, USAA, Netflix, and JetBlue Lead in Net Promoter Scores

Medicare, eBay, Hotels.com and Walmart Pharmacy, meanwhile, find theirs in decline.

Driving Revenue Through Customer Lifecycle Marketing

Driving Revenue Through Customer Lifecycle Marketing

In this webinar, Josh Pratt, Director of Email & Promotions for Saks Fifth Avenue and Saks Fifth Avenue OFF 5TH, joins Experian Marketing Services to discuss the benefits of customer life cycle programs and offer tips for how marketers can leverage these programs as part of their cross-channel strategy.

Customer Engagement in the (Very Near) Digital Future

Customer Engagement in the (Very Near) Digital Future

In the digital future customers will demand more. Here are 10 areas marketers need to consider to be prepared.

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