Customer Experience

Taking Action on Your Customer Data

Taking Action on Your Customer Data

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Our Marketing&Tech Innovation Summit partner offers insight into the many ways marketers can optimize customer data.

The 6 Stages of Digital Transformation

The 6 Stages of Digital Transformation

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Customer experience expert Brian Solis plays business psychoanalyst in mapping out the arduous conceptual journey to business reinvention.

Becoming a Customer-Obsessed Marketer

Becoming a Customer-Obsessed Marketer

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Advice for achieving and maintaining customer centricity at a time when customers expect nothing less.

"It's Not About the Device, It's About the Experience"

"It's Not About the Device, It's About the Experience"

Improving customers' brand interactions on mobile starts with a focus on the customer rather than on the device.

Why Be an "Experience" Business? Because Customers Expect It

Why Be an "Experience" Business? Because Customers Expect It

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When brands focus on the experience rather than on the product, customers respond—with their dollars and their loyalty.

It's Time to Be an Experience Business

It's Time to Be an Experience Business

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The theme at the 2016 Adobe Summit is why and how to transform to an experience business. Adobe made several product announcements in line with that theme.

It All Starts With the Customer

It All Starts With the Customer

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Speakers at #Excom2016 emphasized that companies need to put customers at the center of their strategic decision making.

Engineering Authentic Stories That Feed Customer Engagement

Engineering Authentic Stories That Feed Customer Engagement

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CMO Barbara Martin Coppola shares the tasty GrubHub marketing story and discusses its mission to "Move Eating Forward."

CMOs Are Struggling With Cross-Channel Personalization

CMOs Are Struggling With Cross-Channel Personalization

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Successful single-channel interactions are commonplace, but only 14% of CMOs polled said they're executing personalization across the customer journey.

Stop Thinking Opens; Start Thinking Relationships and Purchases

Stop Thinking Opens; Start Thinking Relationships and Purchases

As marketers look to evolve the role of email marketing, they must also reconsider how they use it to drive sales.

The Brian Solis Experience

The Brian Solis Experience

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He may not be the Jimi Hendrix of customer experience, but his new book asks, "Are you experienced?" and your answer is likely to be, "No."

Hold the Phone: Apple and Samsung Are the Most Relevant Brands

Hold the Phone: Apple and Samsung Are the Most Relevant Brands

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Google and Facebook, apparently, are not. And in a caffeine-induced upset, Folgers out-relevances Starbucks.

What Change in Customer Behavior Will Impact Marketing Most in 2016?

What Change in Customer Behavior Will Impact Marketing Most in 2016?

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Marketing industry insiders predict the most significant ways that B2B and B2C buyers will behave differently this year—and what marketers should do about it.

Facebook is the Comeback Kid of Customer Service in 2015

Facebook is the Comeback Kid of Customer Service in 2015

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Zuckerberg & Co. rode personalization to good reviews in a year when service levels slid off the table. ACSI ratings declined for six out of 10 companies.

How Snapfish Caused Me to Snap

How Snapfish Caused Me to Snap

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Broken marketing promises and a lack of customer service while ordering holiday cards turned me into a Grinch.

Poor CX Hinders Revenue Growth

Poor CX Hinders Revenue Growth

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Just 23% of B2B companies are achieving higher revenue growth thanks to customer experience—or lack thereof.

CarMax Drives Performance With Analytics

CarMax Drives Performance With Analytics

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CMO Jim Lyski is revving up business value at CarMax by using analytics to bring personalization to life.

Email Opt-in Done Right

Email Opt-in Done Right

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Marketers who ask customers to opt in to email promotions, rather than deciding for them, are the ones who will build the most engagement for their brand.

The Customer Competencies Every CMO Needs

The Customer Competencies Every CMO Needs

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Customer relationship strategies aren't solely the bailiwick of the chief customer officer; CMOs need customer experience skills, too.

Oracle Fine-Tunes the Customer Experience

Oracle Fine-Tunes the Customer Experience

Oracle Marketing Cloud announces innovations directed at improving the customer experience

747 Million Good Reasons to Fix Your CX Now

747 Million Good Reasons to Fix Your CX Now

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That was the size of the fine Bank of America paid to the Consumer Financial Protection Bureau for deceptive marketing. Is the CFPB a model that will be replicated?

First Transactions Can Predict Future Buying Behaviors

First Transactions Can Predict Future Buying Behaviors

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A new study shows that the number of items a consumer purchases in his first visit to an e-tailer is telling of his future buying behavior.

Extra Space Storage Goes the Extra Mile to Forge Customer Connections

Extra Space Storage Goes the Extra Mile to Forge Customer Connections

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Email personalization packages up a 50% increase in attributed conversation rate for the self-storage company.

Does Customer Experience Need a 911 Call?

Does Customer Experience Need a 911 Call?

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Forrester research finds an alarming decline in CX scores—or perhaps customers have gotten too tough to please.

Does Customer Experience Need a 911 Call?

Does Customer Experience Need a 911 Call?

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Forrester research finds an alarming decline in CX scores—or perhaps customers have gotten too tough to please.

5 Insights on Using Customer Science to Build Relationships—and Business

5 Insights on Using Customer Science to Build Relationships—and Business

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One analyst hypothesizes that a little bit of customer understanding goes a long way toward retention.

No Excuses, Just Insight

No Excuses, Just Insight

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"Information that was once implicit is now explicit—and available to marketers." -Atique Shah, Cox Automotive's VP of advanced analytics.

MassMutual Profits From Digital Investment

MassMutual Profits From Digital Investment

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The financial services provider redesigns its website to meet customers' modern needs.

First Insight Introduces New Platform

First Insight Introduces New Platform

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Leave the gun. Take the marketing software.

Dreamforce 2015: Thunder and Lightning

Dreamforce 2015: Thunder and Lightning

Among the announcements at Dreamforce 2015 was the IoT cloud, powered by Thunder.

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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.


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