Customer Experience

5 Ways Marketers Can Improve Omnichannel Retail Experiences

5 Ways Marketers Can Improve Omnichannel Retail Experiences

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Retailers have made great progress toward integrated customer experiences, but there's still work to do.

The (Marketer's) TV Guide

The (Marketer's) TV Guide

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Public broadcasting station WGBH in Boston cleans up its dirty data and boosts donations.

Marketers Speak out on Data, Email, and the Customer Experience

Marketers Speak out on Data, Email, and the Customer Experience

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What are marketers talking about? In large part, how data changes everything.

What Should Marketers Do When Brand Negativity Goes Viral?

What Should Marketers Do When Brand Negativity Goes Viral?

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Here are seven ways marketers can address viral negativity in a world where the power rests with the consumer.

Email Is JustAnswer's Answer to Customer Engagement

Email Is JustAnswer's Answer to Customer Engagement

The consultation site uses personalization and testing to ensure that its email marketing resonates with customers.

It's Time to Beef up Your Online Customer Experience

It's Time to Beef up Your Online Customer Experience

Consumers want to interact online, but companies aren't serving their needs.

Voice of the Customer Is Far More Than Surveys

Voice of the Customer Is Far More Than Surveys

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Linking what's learned from direct and indirect customer input creates a more holistic view of customers' expectations, needs, and perceptions.

CVS/pharmacy Devotes "ExtraCare" to its Loyalty Program

CVS/pharmacy Devotes "ExtraCare" to its Loyalty Program

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7 ways the retailer keeps its program relevant and engaging enough to score points with its customers.

Will CIOs Ever Trade Information Technology for Business Technology?

Will CIOs Ever Trade Information Technology for Business Technology?

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Companies have become customer-obsessed; IT leaders have not so much as developed a crush. A new study says they'd better warm to the occasion or risk losing their juice.

Do You Really Know What Motivates Your Customers?

Do You Really Know What Motivates Your Customers?

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Direct marketing is about understanding customers enough to drive them to act; Walk the Walk is a distinctive example.

4 Elements of Modern Marketing

4 Elements of Modern Marketing

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Marketers who want to stay relevant need to go back to these four basics.

Creativity Should Always Be Full Throttle

Creativity Should Always Be Full Throttle

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Want your marketing to stand out? Be bold, distinct, and relevant.

Get Integrated Analytics—or Get Lost (as in Lost Customers)

Get Integrated Analytics—or Get Lost (as in Lost Customers)

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Tealeaf's Ken Bisconti wants to know, "Why is every interaction with a brand NOT a marketing opportunity?" Good question.

The New Path-to-Purchase Is Cross-Screen. Is Your Marketing?

The New Path-to-Purchase Is Cross-Screen. Is Your Marketing?

Join Forrester analyst Jennifer Wise and sponsor Tapad for a look at current consumer cross-screen and purchase preferences.

That's the Ticket: NBA Team Revamps Online UX

That's the Ticket: NBA Team Revamps Online UX

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The Portland Trail Blazers live up to its name by innovating a more user-friendly, engaging, and profitable way for fans to buy tickets.

Thumbs-Up to Disruptive Brands and Authentic Narratives

Thumbs-Up to Disruptive Brands and Authentic Narratives

Pandora CMO Simon Fleming-Wood acts on the believe that "the product is the marketing."

In the Age of Social, Marketing Belongs to the Masses

In the Age of Social, Marketing Belongs to the Masses

CMOs need to take the lead in synchronizing efforts across all departments and channels to ensure the brand delivers the best possible CX.

The Great Value Exchange

The Great Value Exchange

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A recent survey from Accenture reveals a growing number of customers are willing to hand over their personal info in pursuit of a great deal.

Hard Habits to Break

Hard Habits to Break

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What's blocking omnichannel marketing success? Sometimes marketers themselves.

5 Ways to Evolve Your Marketing to Omnichannel

5 Ways to Evolve Your Marketing to Omnichannel

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There's never been a better or more necessary time for marketers to embrace omnichannel. Here's how.

Make Your Marketing More Customer Centric

Make Your Marketing More Customer Centric

Learn how Macys.com uses predictive analytics to enhance its customer experience and increase online sales.

IBM Watson Partners With Genesys

IBM Watson Partners With Genesys

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IBM's artificially intelligent prodigy will be applying for work in call centers.

MINI Customers Drive Its Marketing

MINI Customers Drive Its Marketing

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The auto brand's marketers let customers get behind the wheel of its latest campaign.

Creativity + Media + Tech = One Delicious Cocktail

Creativity + Media + Tech = One Delicious Cocktail

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When marketing and technology converge, everyone's happy—including the end consumer, says AOL Platforms CEO Bob Lord, speaking at the ARF show today in NYC.

Forget Funnels and Embrace Journey-Centric Marketing

Forget Funnels and Embrace Journey-Centric Marketing

The new realities of how customers interact with brands mean rethinking marketing.

Q&A: Building a Frictionless Customer Experience

Q&A: Building a Frictionless Customer Experience

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Aashish Rangwalla, senior manager, acquisition marketing at Sony Rewards & Card Marketing, explains the importance of a great customer experience.

Phone's Still the Best Route to Customer Satisfaction

Phone's Still the Best Route to Customer Satisfaction

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Nearly nine out of 10 customers say the phone's the only way to resolve issues. Maybe that's because just half of 50 leading brands in a new study offered an email option.

Temkin Releases 2014 Customer Service Ratings

Temkin Releases 2014 Customer Service Ratings

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Amazon, USAA, and Chick-fil-A occupy the top spots, while Comcast and other telecom companies bottom out.

Forrester: CX Jobs the Hardest to Fill With Digital Pros

Forrester: CX Jobs the Hardest to Fill With Digital Pros

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Digital business teams are growing, but dwindling talent pools slow the pace of hires. Functions hardest hit are customer experience, IT, and business analytics.

Overcome Silos With Integrated Marketing Management

Overcome Silos With Integrated Marketing Management

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Gartner's Kimberly Collins discusses how marketers can create a consistent customer experience.

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