Customer Experience

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.

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.

7 Ways to Use Email to Combat Email Disengagement

7 Ways to Use Email to Combat Email Disengagement

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Email is as popular as ever, but so are feelings of email fatigue. Here's how to bring wayward customers back into the email fold.

Marketing Is a Passion—or Perhaps an Obsession

Marketing Is a Passion—or Perhaps an Obsession

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When does marketing pay off most? When it's all about the customer.

It's Time to End Random Acts of Marketing

It's Time to End Random Acts of Marketing

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A siloed approach to marketing is fast becoming outdated. "Optichannel" marketing is future, one pundit predicts.

Why Fantastic Four Is a Cautionary Tale—for Marketers Especially

Why Fantastic Four Is a Cautionary Tale—for Marketers Especially

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The first family failed at the box office for the third time, an outcome great marketing could have probably avoided.

Email Has Influenced 98 Percent of Consumers Polled to Make a Purchase

Email Has Influenced 98 Percent of Consumers Polled to Make a Purchase

If there was ever any question of email's effectiveness, one recent study provides a succinct answer: Email works.

King's Hawaiian Pins Its Hopes on a New Marketing Recipe

King's Hawaiian Pins Its Hopes on a New Marketing Recipe

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A targeted search campaign on Pinterest delivered the food company a tasty 6.7 million earned media impressions in just four months.

Which Is Sexier, Data or Customer Experience?

Which Is Sexier, Data or Customer Experience?

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Both can make a brand hot stuff if marketers use data to steer CX, says one data scientist.

Forrester: A Top-Notch Customer Experience Is a Sure Revenue Builder

Forrester: A Top-Notch Customer Experience Is a Sure Revenue Builder

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A new study from the research firm shows a direct correlation between customer experience prowess and organic growth rates.

Why Are Some Companies so Good at Bad Experiences?

Why Are Some Companies so Good at Bad Experiences?

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Or perhaps it's better to ask why some executives find it so hard to look at experiences from the customer's point of view.

Marketers Should Opt In to a Top-Notch Engagement Strategy

Marketers Should Opt In to a Top-Notch Engagement Strategy

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The average push notification opt-in rate is 62%.

USAA and Amazon Remain Tops in Web Experience

USAA and Amazon Remain Tops in Web Experience

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One or the other has led the Temkin list since its inception. Retailers and financial institutions dominate.

3 Day Blinds Case Study: How Integrating MarTech and AdTech Changes Everything

3 Day Blinds Case Study: How Integrating MarTech and AdTech Changes Everything

Creating seamless brand experiences and fueling engagement across the customer journey requires a data-driven, integrated approach. Learn how 3 Day Blinds worked with Turn and Marketo to connect their digital advertising and marketing automation and uncover actionable insights about their audience.

Clarabridge Joins the Burn-Down-the-Silos Movement

Clarabridge Joins the Burn-Down-the-Silos Movement

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Its new release features role-based dashboards that translate data for specific managers and departments.

Tips for Using Data and Automation to Improve the Customer Experience

Tips for Using Data and Automation to Improve the Customer Experience

Join Talibah Mbonisi, director of marketing operations for Silverpop, an IBM Company, as she shares tips for using data and automation to drive engagement.

Salesforce Sets New Coordinates for Journey Builder

Salesforce Sets New Coordinates for Journey Builder

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The 1-to-1 marketing staging area is reconfigured to react to what's likely to happen next on a customer's journey.

'Marketers Are Choice Architects'

'Marketers Are Choice Architects'

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Dan Ariely advises marketers on how to transform customers' intentions into desired actions.

Customer Experience Failures Balloon Into Bigger Problems [Infographic]

Customer Experience Failures Balloon Into Bigger Problems [Infographic]

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Poor customer experiences can lead to deflated revenue and loyalty.

Euro Review Site Invades America

Euro Review Site Invades America

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Trustpilot aims to be the Yelp or TripAdvisor for companies doing business primarily online.

US Cellular Calls on Community Engagement

US Cellular Calls on Community Engagement

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The wireless carrier aims to form authentic customer connections by exchanging community sponsorships for brand interactions.

A Tale of Two Customer Experiences

A Tale of Two Customer Experiences

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No use crying over spilled wine—at least not after the customer experience I had.

Why Marketing Is Essential to Customer Trust in E-commerce

Why Marketing Is Essential to Customer Trust in E-commerce

Learn about the measures that leading online retailers have taken to increase credibility and security on their websites.

Sales and Marketing Need to Join Forces

Sales and Marketing Need to Join Forces

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All marketers agree that it's very important to communicate with other departments vis-à-vis customer engagement, so why are so few sales and marketing departments on the same page?

Marketing in the Era of Hyperadoption

Marketing in the Era of Hyperadoption

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Forrester's James McQuivey examines the benefits and challenges of consumers' never-ending lust for "new."

Challenges and Opportunities in Digital Marketing

Challenges and Opportunities in Digital Marketing

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Executives from Alaska Air, John Wiley & Sons, and Vans discuss how digital and customer expectations are changing their approach to marketing.

Are You a Habit Your Customers Can Break?

Are You a Habit Your Customers Can Break?

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Behavioral loyalty is tenuous; customers can and will drop you like a bad habit.

Western Union Transfers Customer Passion to Brand Affinity

Western Union Transfers Customer Passion to Brand Affinity

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The more than 160-year-old brand taps into modern, digital, and social tools to make genuine connections with customers across the globe.

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