Customer Experience

The Good News: There's $1.6 Trillion in Business up for Grabs

The Good News: There's $1.6 Trillion in Business up for Grabs

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The bad news is that you'll be the one to lose it if you can't address customer complaints on the first pass.

Does Your Brand Engender Word of Mouth That's Complimentary or Cutting?

Does Your Brand Engender Word of Mouth That's Complimentary or Cutting?

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Customers can be a powerful source of marketing for a brand—if they're inspired to use that power for good.

Know Your Customers, Grow Your Revenue

Know Your Customers, Grow Your Revenue

Marketers who use data to react to customers in real time will also drive profitable sales. You think you know your customers. But what you see on the surface is rarely the complete picture.

Customers Like Me

Customers Like Me

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Ninety percent of holiday shoppers polled say they expect a consistent customer experience. Make that 90% plus one.

Key Retailers' Mobile Sites Don't Support Gift Card Buyers

Key Retailers' Mobile Sites Don't Support Gift Card Buyers

Give the gift of simplicity this holiday season.

Maritz Buys Allegiance to Form CX Company

Maritz Buys Allegiance to Form CX Company

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The two companies find common ground in a commitment to customer experience as a core business competency.

Why My Customer Experience at the Bellagio Was a Total Bust

Why My Customer Experience at the Bellagio Was a Total Bust

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The guest experience at this Vegas casino was a complete crapshoot during my recent stay. Here's what the hotel could have done to stack the odds in my favor.

Don't Just Listen to the Customer, Act on What You Learn

Don't Just Listen to the Customer, Act on What You Learn

Remember, actions speak louder than words.

Are You Really Ready for Customer Experience?

Are You Really Ready for Customer Experience?

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Marketers can talk a good game about customer centricity, but actions speak louder than words.

The ROI of Customer Experience: Who Cares?

The ROI of Customer Experience: Who Cares?

Better experiences equal better ROI.

Stop Wasting Marketing Dollars on Poor Customer Experiences

Stop Wasting Marketing Dollars on Poor Customer Experiences

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An open letter to the C-suite on the importance of remembering what it's like to be your customer.

9 "New and Improved" Tools for Customer Engagement

9 "New and Improved" Tools for Customer Engagement

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Salesforce ExactTarget Marketing Cloud launches a bevy of products at Connections 2014.

Marketers Aren't the De Facto Owners of Customer Experience

Marketers Aren't the De Facto Owners of Customer Experience

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CX responsibility needs to be shared across the organization, with marketing as evangelists.

Sitecore 8 Aims to Add Context to Customer Connections

Sitecore 8 Aims to Add Context to Customer Connections

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The platform update offers enhancements designed to help marketers improve the customer experience.

Bonnaroo Introduces iBeacons to Deliver a Rockin' Fan Experience

Bonnaroo Introduces iBeacons to Deliver a Rockin' Fan Experience

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Mobile data is this music and arts festival's jam.

Don't Be Poochie: 3 Content Marketing Do's and Don'ts

Don't Be Poochie: 3 Content Marketing Do's and Don'ts

Lessons from The Simpsons' character that will make marketers go, "Doh!"

The Top 10 Ways to Keep Your B2B Customers Satisfied

The Top 10 Ways to Keep Your B2B Customers Satisfied

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Happy customers lead to a happy bottom line.

Secrets to Marketing New Products and Services

Secrets to Marketing New Products and Services

A better customer experience increases the likelihood of a successful new product launch.

The USTA's Strategy to Ace the Customer Experience

The USTA's Strategy to Ace the Customer Experience

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The US Open may be the organization's centerpiece, but its CX strategy is a year-round endeavor.

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.

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As the leading source for direct marketing youth data, ASL Marketing connects your ...