Customer Experience

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

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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

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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?

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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

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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

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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

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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

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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

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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.

The Customer Competencies Every CMO Needs

The Customer Competencies Every CMO Needs

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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

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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

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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

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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?

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

Does Customer Experience Need a 911 Call?

Does Customer Experience Need a 911 Call?

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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

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

No Excuses, Just Insight

No Excuses, Just Insight

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"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

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

First Insight Introduces New Platform

First Insight Introduces New Platform

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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

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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?

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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.

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

Marketers Should Engage Engagement

Marketers Should Engage Engagement

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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

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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

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Learn to humanize their approach, they can.

A Customer Experience Obsession

A Customer Experience Obsession

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

Fast Facts: September 2015

Fast Facts: September 2015

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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.

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.

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SK&A is a leading provider of U.S. healthcare information solutions and databases. As part of IMS Health, SK&A researches and maintains contact and profiling data for over 2 million healthcare providers, including 800,000+ prescribers. SK&A's data supports research and marketing initiatives for life sciences, medical device, managed healthcare, direct marketing, publishing, education and more. SK&A's proprietary databases are telephone-verified twice per year from its world class Research Centers. SK&A enables multi-channel marketing and sets the standard for data quality and reliability. SK&A's customers include many of America's most recognized healthcare, publishing and pharmaceutical institutions.


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SK&A is a leading provider of U.S. healthcare information solutions and databases. As ...