Forrester research finds an alarming decline in CX scores—or perhaps customers have gotten too tough to please.
One analyst hypothesizes that a little bit of customer understanding goes a long way toward retention.
"Information that was once implicit is now explicit—and available to marketers." -Atique Shah, Cox Automotive's VP of advanced analytics.
Leave the gun. Take the marketing software.
Among the announcements at Dreamforce 2015 was the IoT cloud, powered by Thunder.
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.
CX brings a focus on the customer that CRM had always intended to, but for many organizations, didn't quite achieve.
Brands that are digital humanists will get further with customers than those who are digital machinists.
A recent guide says that it's time for marketers to prioritize customer engagement.
Eighty-eight percent of social messages to brands go unanswered for 72 hours.
Customers who consistently enjoy brand experiences tend to buy more, spend more when they buy, cost less to serve, advocate, and forgive mistakes.
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.
Marketers who ignore the influence of marketing on customer experience do so at their peril.
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.
When does marketing pay off most? When it's all about the customer.
A siloed approach to marketing is fast becoming outdated. "Optichannel" marketing is future, one pundit predicts.
The first family failed at the box office for the third time, an outcome great marketing could have probably avoided.
If there was ever any question of email's effectiveness, one recent study provides a succinct answer: Email works.
A targeted search campaign on Pinterest delivered the food company a tasty 6.7 million earned media impressions in just four months.
Both can make a brand hot stuff if marketers use data to steer CX, says one data scientist.
A new study from the research firm shows a direct correlation between customer experience prowess and organic growth rates.
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.
The average push notification opt-in rate is 62%.
One or the other has led the Temkin list since its inception. Retailers and financial institutions dominate.
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.
Its new release features role-based dashboards that translate data for specific managers and departments.
Join Talibah Mbonisi, director of marketing operations for Silverpop, an IBM Company, as she shares tips for using data and automation to drive engagement.
The 1-to-1 marketing staging area is reconfigured to react to what's likely to happen next on a customer's journey.
Dan Ariely advises marketers on how to transform customers' intentions into desired actions.
Poor customer experiences can lead to deflated revenue and loyalty.
Company of the Week
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.
SK&A is a leading provider of U.S. healthcare information solutions and databases. As ...