Customer Experience

News Byte: CX Scores to Take Their Place Beside Price Listings

News Byte: CX Scores to Take Their Place Beside Price Listings

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E-commerce aggregator PriceGrabber will begin offsetting price info with service expectations.

Give Consumers a Reason to Feel

Give Consumers a Reason to Feel

Those warm fuzzies may be worth more than you think.

The Age of the Customer Intensifies

The Age of the Customer Intensifies

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Forrester's David Cooperstein explains how successful marketers focus not only on campaigns, but also on the customer.

Data Byte: Few Companies Are Committing to Customer Experience

Data Byte: Few Companies Are Committing to Customer Experience

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Despite acknowledging its importance, 30% of companies have not increased their investment in customer experience, a study says.

Are Customers Satisfied With Your Multichannel Experience?

Are Customers Satisfied With Your Multichannel Experience?

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If one channel fails a customer, the whole cross-channel experience fails.

Data Byte: Barriers Stalling Retailers' Quest for Omnichannel

Data Byte: Barriers Stalling Retailers' Quest for Omnichannel

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Many retailers have committed resources to realizing true omnichannel, but 94% report barriers to execution, leaving consumers wanting.

The Best and Worst Brands in Temkin Experience Ratings

The Best and Worst Brands in Temkin Experience Ratings

Which industries know how to satisfy their customers, and which ones have more work to do?

How to drive adoption of new marketing technologies

How to drive adoption of new marketing technologies

The American Red Cross's VP of customer experience and CRM talks customer engagement tools and strategies.

WOOFipedia: The American Kennel Club's Loyal Companion

WOOFipedia: The American Kennel Club's Loyal Companion

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WOOFipedia provides educational and engagement opportunities to help pet owners strengthen their relationships with their dogs.

The Secret to a Great Customer Experience

The Secret to a Great Customer Experience

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The days of mass marketing are over—according to Teradata, today marketers need integrated omnichannel data to make the sale.

News Byte: Customers Still Prefer the Human Touch

News Byte: Customers Still Prefer the Human Touch

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More than half phone call centers to ask questions or complain. Only 5% use social media to do so.

CX: How to Get Seriously Personal

CX: How to Get Seriously Personal

Your customers expect a certain level of personalization—and if they don't get it from you, you're not likely to make the sale. In a world where customers can engage with your brand multiple times a day through a variety of channels, you need to make sure you're providing a truly tailored customer experience.

MTPS 2014 Video: Connect with Sports Fans through Marketing & Tech

MTPS 2014 Video: Connect with Sports Fans through Marketing & Tech

As technology continues to change the way sports fans are connecting with the game, marketers are also transforming to meet the fan on their playing field.

MTPS 2014 Video: Aligning Data & Tech to Achieve Better CX

MTPS 2014 Video: Aligning Data & Tech to Achieve Better CX

Marketers face an enormous challenge to meet customers' ever-increasing expectations today. The key is learnign to evolve with your customers.

MTPS 2014 Video: J.Hilburn Re-creates the In-Person Experience Online

MTPS 2014 Video: J.Hilburn Re-creates the In-Person Experience Online

There's nothing so personalized, so one-to-one, as the in-person customer experience. Or is there? Just ask J.Hilburn.

Office Depot Puts Customer Experience at the Center of Its Marketing

Office Depot Puts Customer Experience at the Center of Its Marketing

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From its channel experiences to its approach to personalization, the retailer puts customers first.

The Best and Worst Companies for Customer Experience

The Best and Worst Companies for Customer Experience

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Food chains like H.E.B. and Trader Joe's do it right, healthcare companies like Coventry Health and Empire BlueCross BlueShield don't.

What Does a Bad Experience Cost Your Brand?

What Does a Bad Experience Cost Your Brand?

How the good, the bad, and the ugly customer experiences impact your business.

Omnichannel Challenges and Opportunities

Omnichannel Challenges and Opportunities

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4 brands talk about what it takes to be a truly omnichannel retailer

Stellar Customer Service Is a Marketing Investment

Stellar Customer Service Is a Marketing Investment

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Raving fans will evangelize your brand, so deliver outstanding service across channels, says Yankee Candle CMO Brad Wolansky.

Computers Like Data, People Like Answers

Computers Like Data, People Like Answers

Want to get more ROI from your Big Data initiative? Provide useful insights. Thinking small gets us closer to the problem.

For DoSomething.org, the Product Is the Customer Experience

For DoSomething.org, the Product Is the Customer Experience

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Generating compelling customer experiences is a requisite for profitable brands and nonprofits alike.

Private Lives and Brands: 'We love you; we love you not.'

Private Lives and Brands: 'We love you; we love you not.'

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A new survey reveals that while consumers are more likely to side with privacy activists, they're still willing to give brands a chance.

Delivering a Sweeter Customer Experience

Delivering a Sweeter Customer Experience

Valentine's Day sales show an increase in customers' love for mobile shopping. Here are 3 ways for marketers to embrace mobile, too.

Put Data First and Get First Place

Put Data First and Get First Place

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Sunrise Senior Living created a responsive Web experience based on user preferences.

Feeling the Customer Love?

Feeling the Customer Love?

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Consumers give their opinion of which industries are most and least customer-centric.

An Inevitable Convergence of Disciplines

An Inevitable Convergence of Disciplines

The new multichannel marketing and design landscape is here.

Customer Data at Denihan's Service

Customer Data at Denihan's Service

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The boutique hotel chain uses analytics to quickly cull and act on customer feedback, and target guests with super-relevant offers.

10 Rules for Customer Experience Transformation

10 Rules for Customer Experience Transformation

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CX should be branded, strategic, exceptional--and tied to financials. Nothing less will suffice if CX is to succeed.

Marketers' Guide to the Six Laws of Customer Experience

Marketers' Guide to the Six Laws of Customer Experience

A wining customer experience starts with a winning company experience.

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Featured Articles

Turning Big Data Into Smart Data

Turning Big Data Into Smart Data

It doesn't matter how much data you have if you don't integrate your data sets, says market researcher Matthias Hartmann.

5 Reasons to Rethink Radio Right Now

5 Reasons to Rethink Radio Right Now

Radio version 2014 delivers an exciting palette of marketing tools to make the medium of sound more effective for direct response advertisers.

Brands Have Lost Control, and It's OK

Brands Have Lost Control, and It's OK

How marketers can navigate the new customer engagement era.