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.
Why social customer service must be a part of a company's marketing strategy.
4 lessons for marketers from Jeff Bezos and Amazon.com.
Marketers need to listed first and then provide the information customers actually want.
Burgeoning digital channels and new avenues of customer insight give marketers new opportunities to build affinity and sales through direct 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.
Beware of planting seeds that lead to disastrous customer service--and negative word of mouth.
10 ways marketers can build an engaged opt-in audience.
What every marketer needs to know about customer journey maps.
Many marketers are not as focused on customer experience as they should be. Here's why—and three areas to (re)focus on.
New research findings reveal what customers expect from a high-value customer experience.
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.
The 2013 Temkin Experience Ratings examines 246 large organizations for how well they address customer needs in three basic areas.
Company of the week
Data Services, Inc. meets the needs of today's data-driven marketer by providing front-end database management and data analytics platforms alongside our expertise in global contact data quality, database building and ongoing maintenance that comes with our 45+ years in business.
Spectrum Spatial attempts to make the world a small marketplace for B2B and B2C companies alike.
Intent, which tells you who, how, and when to target, is a common thread on the customer journey.
It's been a bad year for TV service providers.