Sitecore Adds Commerce Solution to Its Experience Platform

Sitecore Adds Commerce Solution to Its Experience Platform

The experience management company aims to decrease time-to-market and accelerate growth for e-commerce companies.

The Many Genres of Redbox's Marketing

The Many Genres of Redbox's Marketing

Redbox employs a multichannel strategy to aid the customer experience.

CVS/pharmacy Devotes "ExtraCare" to its Loyalty Program

CVS/pharmacy Devotes "ExtraCare" to its Loyalty Program

7 ways the retailer keeps its program relevant and engaging enough to score points with its customers.

Will CIOs Ever Trade Information Technology for Business Technology?

Will CIOs Ever Trade Information Technology for Business Technology?

Companies have become customer-obsessed; IT leaders have not so much as developed a crush. A new study says they'd better warm to the occasion or risk losing their juice.

Consumer Satisfaction Rises Online

Consumer Satisfaction Rises Online

Social media still has to work on its social skills, as does the U.S. Postal Service. Both sit with ISPs and cable providers at the bottom of the Customer Satisfaction Index.

Five Ways to Get Customers to Share Data

Five Ways to Get Customers to Share Data

Incentives are one of the top methods marketers use to encourage customers to volunteer information.

Celebrating Interdependence Day

Celebrating Interdependence Day

An argument for embracing direct relationship marketing.

Social Media Falls Short in Customer Service

Social Media Falls Short in Customer Service

Only a third of service organizations bother with it. Customers prefer phone, email, and even the website FAQ page to get questions answered, says a new survey.

Turn Total Strangers Into Paying Clients

Turn Total Strangers Into Paying Clients

Marketing and sales processes play a pivotal role in transforming browsers into buyers.

IBM Watson Partners With Genesys

IBM Watson Partners With Genesys

IBM's artificially intelligent prodigy will be applying for work in call centers.

3 Tips to Align Your Analytics Strategy with the Empowered Consumer

3 Tips to Align Your Analytics Strategy with the Empowered Consumer

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.

Does Digital Transformation Drive Customer Centricity?

Does Digital Transformation Drive Customer Centricity?

Digital has completely transformed the marketing world, but does this new ecosystem promote or hinder customer-centric marketing?

Customer Centricity is Proving Profitable for B2B Brands

Customer Centricity is Proving Profitable for B2B Brands

New research shows customer-focused B2B brands saw 31% more growth in revenue than their product-focused competition.

Q&A: Building a Frictionless Customer Experience

Q&A: Building a Frictionless Customer Experience

Aashish Rangwalla, senior manager, acquisition marketing at Sony Rewards & Card Marketing, explains the importance of a great customer experience.

Phone's Still the Best Route to Customer Satisfaction

Phone's Still the Best Route to Customer Satisfaction

Nearly nine out of 10 customers say the phone's the only way to resolve issues. Maybe that's because just half of 50 leading brands in a new study offered an email option.

5 Tips for Improving the Ad Engagement Cycle

5 Tips for Improving the Ad Engagement Cycle

Ads that captivate customers increase marketing ROI.

Temkin Releases 2014 Customer Service Ratings

Temkin Releases 2014 Customer Service Ratings

Amazon, USAA, and Chick-fil-A occupy the top spots, while Comcast and other telecom companies bottom out.

Forrester: CX Jobs the Hardest to Fill With Digital Pros

Forrester: CX Jobs the Hardest to Fill With Digital Pros

Digital business teams are growing, but dwindling talent pools slow the pace of hires. Functions hardest hit are customer experience, IT, and business analytics.

The Importance of Customer Preference

The Importance of Customer Preference

Marketers must take into account that no two customers are the same.

Sitecore Launches Experience Database

Sitecore Launches Experience Database

The enhanced data source collects all online and offline experience data from individual customers in real-time, the company claims.

Trust: The Way to a Customer's Heart (and Data)

Trust: The Way to a Customer's Heart (and Data)

Consumers reveal what prompts them to share data, and Apple remains No. 1 in brand loyalty.

Reaching the Nonstop Customer

Reaching the Nonstop Customer

4 ways marketers can adjust their approach to optimize the digital customer experience.

The New Path of the B2B Buyer's Journey

The New Path of the B2B Buyer's Journey

Intent, which tells you who, how, and when to target, is a common thread on the customer journey.

Is Your Marketing Customer-Centric?

Is Your Marketing Customer-Centric?

6 questions marketers can ask to determine if their marketing is customer-centric.

Applying Anna Karenina to Customer Engagement

Applying Anna Karenina to Customer Engagement

Getting customer engagement right involves lining up all your ducks right—a so-called "perfect storm" of contributing factors.

Customer Feedback Is a Pot of Gold

Customer Feedback Is a Pot of Gold

Are you making it easy for customers to share their opinions about your brand? If not, you should be.

The "Alternative" Customer Experience

The "Alternative" Customer Experience

Personal, genuine connections can help marketers craft the most intimate and positive customer experiences—and that's what Alternative Apparel is all about.

Deloitte: Digital Influences One Third of In-Store Purchases

Deloitte: Digital Influences One Third of In-Store Purchases

Showrooming is actually good for brick-and-mortar retailers—to the tune of more than $1 trillion in sales last year, a new study says.

Personalizing Personalization

Personalizing Personalization

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

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.

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.

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?

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.

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.

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.

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.

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.

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

Feeling the Customer Love?

Feeling the Customer Love?

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

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.

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.

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.

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.

The Next Evolution of Personalization

The Next Evolution of Personalization

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

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.

14 Customer Experience Trends for Marketers in 2014

14 Customer Experience Trends for Marketers in 2014

What your marketing organization can do to better prepare for the "Year of Empathy."

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.

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.

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.

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.

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.

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."

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 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.

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.

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 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.

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.

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.

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.

Creating an Emotional Bond With Consumers

Creating an Emotional Bond With Consumers

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

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.

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.

Direct Marketing's Media Take Over

Direct Marketing's Media Take Over

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

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.

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.

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.

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.

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 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.

Missed (Marketing) Opportunities

Missed (Marketing) Opportunities

What assets are slipping through the cracks in your marketing?

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.

Banking on Customer Experience Management

Banking on Customer Experience Management

Leveraging next generation online CEM to drive business results.

The New Bottom Line: Customer Success

The New Bottom Line: Customer Success

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

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.

Marketing by the Book—and Beyond

Marketing by the Book—and Beyond

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

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.

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.

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.

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.

Keep the Customer Conversation Going

Keep the Customer Conversation Going

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

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.

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.

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.

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.

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.

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.

Are You (Listening) Taking Action?

Are You (Listening) Taking Action?

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

Voice Activated

Voice Activated

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

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.

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