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 Federal Trade Commission (FTC) accepted a finalized settlement with Facebook today Aug. 9 that was proposed last November.
Research in the American Marketing Association's (AMA) Aug. 2012 edition of the Journal of Marketing Research provides a template for marketers to better understand trend speed and acceleration while filtering ...
Retailers have marked down summer-related goods to make room for pens, pencils and backpacks—indicating that it's time to kick-start back-to-school shopping.