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Each customer will take a different journey—just like snowflakes, no two are alike. The key is to create an optimal set of potential experiences for them, whichever path they take.
Far too many marketers equate customer experience (CX) with customer service, thus overlooking marketing's role in CX—which is significant.
It's a multichannel world, so marketers need to consider how well their organization is aligned to support customer needs. We polled readers to see what's going on in their companies.
If you want to get close to your customers, an optimal mix of public social media and private online collaboration should be an essential part of your strategy.
Customers want personalized experiences throughout the entire customer journey.
Ford turns an online annoyance designed to nail trolls into an engaging branded experience designed for humans.
Marketers must identify advocates and turn them into evangelists. Here's how.
How to walk the walk, and gobble the gobble, when it comes to delivering your brand message.
Don't let your surveys take your customers for a ride.
Some quick info hits to keep you up-to-date, including the percentage of companies that don't conduct any relationship marketing.
If you're looking for some apps-piration, check out the list below for a few of our 2013 40 Under 40 winners' faves.
Poor customer service is named as the culprit. The worst offenders: retailers, banks, and cable and satellite providers.
What's the best thing a customer ever said to you? A few of the 2013 Direct Marketing News 40 Under 40 winners share their stories. (Hint: Their clients love them.)
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.
How marketers can align their marketing with their customers' journey.
Marketers who use operant conditioning and reward desired customer behaviors are more likely to build customer engagement and increase sales.
A Q&A with Facebook's Jonathon Colman, former principal experience architect at REI, reveals the adventurous side of his marketing career.
If happy customers buy more and bring friends, then it behooves marketers to care about the customer experience.
In honor of Customer Experience Day on October 1, we're sharing the latest data from Temkin Group on the state of CX today.
Zappos mixes customer service with sophisticated data to create loyal customers who bring friends.
DMN is busy this October: first there's Customer Experience Day, then we're live at DMA 2013 in Chicago—and nominations for Marketing Hall of Femme are open now.
Why are more email marketers aligning their campaigns with customer lifecycles? Two reasons: customer experience and deliverability.
Brands that lack a mobile email strategy are already behind the curve. Here's how to get started and get ahead.
Today's brides-to-be live on their smartphones, so WeddingWire planning service has been aggressive about mobile email for two years.
How marketers and brands can be #BFFs with their customers.
The tentacles of customer experience extend to marketing and sales in ways that unite them.
The tech company makes a dual announcement—new customer intelligence tools and the launch of a Digital Marketing Network. Sweet.
How many times can I use words with "game" as their root in one sentence? Here: Gamification expert Jim Wexler on why you need a game plan if you're looking to gamify.
4 reasons marketers should care about customer service and how it affects their branding and customer retention efforts.
Company of the week
As the leading source for direct marketing youth data, alloyASL connects your brand to consumers with extensive and unparalleled industry expertise in data content, aggregation and analytics of the youth, young adult and student demographics.
Retailers' Thanksgiving Day sales pitches came in heavy via email.
Key passages from the mailing industry's anti-exigency appeal to the Postal Regulatory Commission.
The fast casual restaurant chain relies on digital to drive in-store traffic and sales for its seasonal menu.