Far too many marketers equate customer experience (CX) with customer service, thus overlooking marketing's role in CX—which is significant.
Marketers need to treat their customers, not trick them.
Email is one of the slowest customer service channels. But it's also the channel customers use most often to complain.
In honor of Customer Experience Day on October 1, we're sharing the latest data from Temkin Group on the state of CX today.
4 reasons marketers should care about customer service and how it affects their branding and customer retention efforts.
Greenleaf reflects on his experience in the hospitality industry and cites a considerable customer service faux pas to avoid.
Shredding the barrier between customer service and marketing can create powerful results.
The customer service expert talks about the vital need for collaboration between marketing and sales.
What assets are slipping through the cracks in your marketing?
Weather may be weather, but customer service is also customer service—and the two shouldn't be mutually exclusive in the airline industry.
According to IBM, 50% of the 270 billion customer service calls placed each year go unresolved. But Watson can help.
Why social customer service must be a part of a company's marketing strategy.
Beware of planting seeds that lead to disastrous customer service--and negative word of mouth.
Customer service is marketing—without it, there won't be any customers to service.
What then drives the more than 40% of shoppers reported to engage in showrooming away from the store and onto the virtual sales floor?
Companies should "listen" to customers—but action is what really matters.
Email marketing helps Virgin America's customer satisfaction soar.
One man's bold expedition through a customer service minefield ends inside a cable company's secret inner chamber.
The era of "You Snooze You Lose" (YSYL) is quickly fading.
What would marketers like more (or less) of in 2013? Direct Marketing News asked readers to share their wish list for the New Year.
Fast food restaurants often market the dining experience as much as the food itself. Take Taco Bell, for example.
Marketers look to gain an edge by using analytics.
Big Data: Is it good or is it bad? Should it be used by vendors or consumers? The answer is a resounding 'yes.'
As U.S. consumers become increasingly indifferent to discounts, customer service grows in importance.
What's in our mailbox this month: Did these brands hit the mark after the storm of the century...or did they just blow?
Emirates Airlines this week takes off with a tablet-based customer knowledge program aimed at making its service truly first class.
Orbitz and Kayak are two of the bigger fish swimming in a pond that is supersaturated with competing travel sites. So, how do they stack up against each other?
Many companies' follow-up to Hurricane Sandy is loyalty marketing disguised as customer service.
What does 'thank you' have to do with direct marketing, Quite a lot, actually.
Please, solve my problem before you ask for a referral.
Company of the week
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Retailers' Thanksgiving Day sales pitches came in heavy via email.
Key passages from the mailing industry's anti-exigency appeal to the Postal Regulatory Commission.
The fast casual restaurant chain relies on digital to drive in-store traffic and sales for its seasonal menu.