Reviews not only influence purchases, they also hold the key to improving products and services.
Only one retail segment saw an increase in overall customer satisfaction in Q4 2014: the Web, says ACSI. But that category, like other retail sectors, is bouyed by a select few sellers.
In this age of data, marketers still struggle with how to bridge the gap between perceived value and actual return. Here, analysts explain how to finally realize the promise of Big Data.
The personal grooming brand uses content handhold prospective and new customers until they're comfortable and ready to commit.
For the situation to improve, marketing must be re-conceived as a revenue generator and it must be put in charge of customer experience, says a study.
The bad news is that you'll be the one to lose it if you can't address customer complaints on the first pass.
It partners with analytics aggregator Prosper Insights to launch the Forbes Executive Insight Center.
A multichannel customer intelligence system helps pair callers with the right call center agent.
The two companies find common ground in a commitment to customer experience as a core business competency.
FRHI Hotels and Resorts' Jeannette Ho explains why the luxury hotel brand is putting a greater emphasis on emotion.
The airline launches a Listening Center to centralize social, industry, and operational data.
Better experiences equal better ROI.
Whether you call them consumers, constituents, clients, fans, guests, or members, customers are the ultimate reason you're in business.
CX responsibility needs to be shared across the organization, with marketing as evangelists.
The customer intelligence company partners with Voci to add analytics of customer calls to its platform.
The future of customer engagement for both B2B and B2C operations, Salesforce predicts, is in private, LinkedIn-style networks tying them to clients and partners.
Retailers have made great progress toward integrated customer experiences, but there's still work to do.
The experience management company aims to decrease time-to-market and accelerate growth for e-commerce companies.
Redbox employs a multichannel strategy to aid the customer experience.
7 ways the retailer keeps its program relevant and engaging enough to score points with its customers.
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.
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.
Incentives are one of the top methods marketers use to encourage customers to volunteer information.
An argument for embracing direct relationship marketing.
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.
Marketing and sales processes play a pivotal role in transforming browsers into buyers.
IBM's artificially intelligent prodigy will be applying for work in call centers.
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.
Digital has completely transformed the marketing world, but does this new ecosystem promote or hinder customer-centric marketing?
New research shows customer-focused B2B brands saw 31% more growth in revenue than their product-focused competition.
Aashish Rangwalla, senior manager, acquisition marketing at Sony Rewards & Card Marketing, explains the importance of a great customer experience.
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.
Ads that captivate customers increase marketing ROI.
Amazon, USAA, and Chick-fil-A occupy the top spots, while Comcast and other telecom companies bottom out.
Digital business teams are growing, but dwindling talent pools slow the pace of hires. Functions hardest hit are customer experience, IT, and business analytics.
Marketers must take into account that no two customers are the same.
The enhanced data source collects all online and offline experience data from individual customers in real-time, the company claims.
Consumers reveal what prompts them to share data, and Apple remains No. 1 in brand loyalty.
4 ways marketers can adjust their approach to optimize the digital customer experience.
Intent, which tells you who, how, and when to target, is a common thread on the customer journey.
6 questions marketers can ask to determine if their marketing is customer-centric.
Getting customer engagement right involves lining up all your ducks right—a so-called "perfect storm" of contributing factors.
Are you making it easy for customers to share their opinions about your brand? If not, you should be.
Personal, genuine connections can help marketers craft the most intimate and positive customer experiences—and that's what Alternative Apparel is all about.
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.
Personalization alone isn't enough to attract customers. Here's why.
Despite acknowledging its importance, 30% of companies have not increased their investment in customer experience, a study says.
Many retailers have committed resources to realizing true omnichannel, but 94% report barriers to execution, leaving consumers wanting.
Which industries know how to satisfy their customers, and which ones have more work to do?
WOOFipedia provides educational and engagement opportunities to help pet owners strengthen their relationships with their dogs.
How marketers can navigate the new customer engagement era.
More than half phone call centers to ask questions or complain. Only 5% use social media to do so.
Marketers face an enormous challenge to meet customers' ever-increasing expectations today. The key is learnign to evolve with your customers.
There's nothing so personalized, so one-to-one, as the in-person customer experience. Or is there? Just ask J.Hilburn.
Food chains like H.E.B. and Trader Joe's do it right, healthcare companies like Coventry Health and Empire BlueCross BlueShield don't.
Building personal connections with customers drives the greatest value for a brand.
Organizations have reams of internal customer data; it's time to use it to personalize their marketing.
Rapper J. Cole brings experiential marketing to the music industry—and strikes Gold as a result.
Generating compelling customer experiences is a requisite for profitable brands and nonprofits alike.
User-initiated cost-per-engagement ad units are not only consumer-friendly, but also can help marketers determine actual interactions with display ads.
Marketers who focus too heavily on measuring at the granular level may miss insight only obtainable when looking at the big picture.
Valentine's Day sales show an increase in customers' love for mobile shopping. Here are 3 ways for marketers to embrace mobile, too.
Customer satisfaction with online retail is at the lowest level in 12 years, though overall retail satisfaction continues to rise.
Sunrise Senior Living created a responsive Web experience based on user preferences.
Consumers give their opinion of which industries are most and least customer-centric.
When your business is content, how you organize that content is as important as its quality—especially online.
The CXM platform provider aims to help marketers optimize the buyer experience across channels.
Erick Brethenoux, director of business analytics and decision management strategy at IBM, explains why data is at the heart of customer centricity.
Say what you will about direct selling, for custom men's luxury clothier J.Hilburn, direct-to-consumer is the perfect fit.
Marketers now can better define and deliver truly one-to-one customer experiences.
3 ways preference management can help marketers act on customer input.
What your marketing organization can do to better prepare for the "Year of Empathy."
Not just for B2C marketers, customer engagement is an approach B2B marketers also can take to bolster loyalty and the likelihood to repurchase.
Everything revolves around the customer for this discount seller of vitamins and nutritional supplements.
MyBuys CMO Dan Druker on why customer-centricity isn't an option—it's a necessity. If you want to have customers, that is.
In our inaugural "CMO Confidential" Q&A, Mitel CMO Martyn Etherington delves deeper into his passion for customer-centricity.
The financial services firm learns that listening to the voice of the customer is just common cents.
As CCO, he'll lead creative execution of what he terms the "New Digital Agency."
As consumers increasingly adopt technologies in their daily lives, marketers respond by harnessing those tools for customer interactions and communications.
Organizations that provide an outstanding customer experience inspire positive word of mouth and sales increases as a result.
Far too many marketers equate customer experience (CX) with customer service, thus overlooking marketing's role in CX—which is significant.
Research shows that customers who receive constructive responses after negative posts become more actively engaged.
Poor customer service is named as the culprit. The worst offenders: retailers, banks, and cable and satellite providers.
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.
Marketers who use operant conditioning and reward desired customer behaviors are more likely to build customer engagement and increase sales.
In honor of Customer Experience Day on October 1, we're sharing the latest data from Temkin Group on the state of CX today.
How marketers and brands can be #BFFs with their customers.
Today's consumers expect that the sale is just the beginning of a journey of increasingly personalized and sustained engagement.
4 reasons marketers should care about customer service and how it affects their branding and customer retention efforts.
Quantitative, customer-first minded marketers will lead the charge and outmaneuver competitors.
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.
3 ways the contact center can provide data, connections, and interactions that can help move marketing forward.
A successful call-to-action is part strategy, part magic. Mandalay Entertainment's CEO reveals his tricks of the trade.
The three brands share how innovation is integral to creating a customer experience that builds brand loyalty.
When it comes to managing the customer experience, CMOs are still finding their way, says The CMO Club.
Overall customer satisfaction with airlines and restaurants improve, while hotels remain stable according to a new report.
What assets are slipping through the cracks in your marketing?
The credit union markets to its military members through contact center agents armed with customer data.
Leveraging next generation online CEM to drive business results.
Marketers aiming to increase retention must embrace a customer-success philosophy.
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