Customer Experience Matrix

NOVEMBER 16, 2011

Remember all that yammering about how today’s buyers do their own research, don’t talk to sales until late in the process, and get their information from social media rather than experts? This post will focus on the selection process and the next will talk about judging vendors. But don’t think you’re writing the document for vendors.

Work Management 120

Work Management Marketing Automation Services Marketing Management Vendors 120

Terminus

JANUARY 13, 2023

When our partners at LinkedIn launched their Document Ads late in 2022, marketers around the globe cheered with excitement. The ability to promote documents directly in a company’s LinkedIn feed without prospects having to leave the platform? Yes, please. What’s Next?

Account Based Marketing 26

Account Based Marketing ABM Linkedin Paid Search Agency 26

Marketing Insider Group

JANUARY 11, 2023

A strong, supportive customer experience is arguably the most important element to consider when sorting through each multi-channel marketing challenge. For example, see this requirements and best practices document from Amazon. It helps sellers understand how to create product detail pages. Here’s another example from Etsy.

Multi-Channel 223

Multi-Channel Advertising Channels Work Management Marketing Management 223

Terminus

JANUARY 13, 2023

When our partners at LinkedIn launched their Document Ads late in 2022, marketers around the globe cheered with excitement. The ability to promote documents directly in a company’s LinkedIn feed without having to leave the platform? Linkedin Documents Ad let us do all of that within their platform, which is exceptionally cool.

Account Based Marketing 26

Account Based Marketing ABM Linkedin Paid Search Agency 26

KoMarketing Associates

NOVEMBER 23, 2021

Marketers have relied on email marketing as a way to reach out to their customers for years. Now, new research suggests that they may want to focus on timing their emails more precisely, as customers spend less time reading them. In the first quarter of 2021, customers spent an average of 9.8 About 21.2%

Spending 235

Spending Marketing Report Email Marketing Statistics 235

Hubspot

APRIL 25, 2017

You already know that having and documenting your strategy is important because you’ve probably read the same reports and case studies that my team and I have read. How to Document Your Content Marketing Strategy. Are you preparing to use content so your marketing team can generate leads and attract new customers?

Top of Funnel 76

Top of Funnel Marketing & Strategy Marketing Strategy Planning 76

Launch Marketing

MAY 8, 2019

Like anything else, your calendar needs to be enforced and maintained, but adhering to it will mean a consistent flow of valuable information to prospects and customers. When able, get further validation of these topic areas with long-time customers and prospects that you’ve established a strong dialogue with.

Allocation 48

Allocation Marketing Strategy Marketing & Strategy B2B Marketing 48

Vision Edge Marketing

JANUARY 24, 2023

Is it fully customer-centric? Example: Does it factor in the most frequent customer pain points? Growth-oriented leaders have a documented growth plan that is fully aligned with their growth strategy. A document that outlines the steps and strategies their business is going to take to achieve its goals and objectives.

Planning 211

Planning Peer-to-peer Contingency Planning Business 211

Tiecas

MARCH 15, 2024

You are not alone if you don’t have a documented strategy or roadmap. According to the findings from the Manufacturing Content Marketing—Insights for 2023, published by the Content Marketing Institute, 68% of manufacturing marketers surveyed said they either don’t have one or it is not documented.

Advertising Agencies 92

Advertising Agencies Marketing Agencies 1 Paid Search Agency Ad Agencies 92

Marketing Insider Group

APRIL 5, 2021

It’s a 175-page document, so it’s heavy with details. The real find in this document is the explanation of key models they use to determine if content is low or high quality. For example, moms who write about childcare have real-world experience without a degree in early childhood development. Image: Google. Image: Google.

SEO 331

SEO SME Lead Ranking Content Marketing 331

Salesforce Marketing Cloud

FEBRUARY 9, 2024

Since they don’t have access to your proprietary data, any AI that’s built on top of them won’t deliver the nuance your customers expect. This process, called fine-tuning, may yield better results for your customers. Why should you care about unified data? And generic data isn’t always up to date.

Enterprise Management 122

Enterprise Management Terms and Conditions Training Touchpoints 122

Heinz Marketing

MARCH 28, 2023

By Payal Parikh , VP of Client Services at Heinz Marketing Most of us marketers have a generic idea of who our ideal customer is, and it’s crucial to communicate this information to everyone in the go-to-market (GTM) teams. When was the last time you defined your business’s Ideal Customer Profile (ICP)?

Ideal Customer Profiles 106

Ideal Customer Profiles Marketing Analytics Tools Business Validation 106

Martech

FEBRUARY 20, 2024

Talk about an “oops!” I didn’t think about what I was doing or why. These two comparatively small changes can make you less prone to errors: Document your deployment process. But I’ll talk about that later.) Document your process and identify your last-mile steps.

Email Marketing 113

Email Marketing Planning Work Management Paid Search Agency 113

Martech

SEPTEMBER 12, 2023

Here are some examples of generative AI use cases and where they might fall on the matrix: Chatbot for policies: An insurance company might use a chatbot to help explain policies to customers, adding some automation to customer service. Summarization: Taking a large document or transcript and as the AI to summarize for key points.

Marketing AI 118

Marketing AI Organization Tools Generation 118

Sprout Social

APRIL 25, 2024

If they had more time, they’d spend it responding to customers and planning strategic initiatives. Social media strategy templates A documented social media strategy sets the foundation for more consistent messaging, branding and reach over time. Use it to set marketers and agents up for social customer care success.

Social Media 80

Social Media Template Work Management Marketing Management 80

Salesforce Marketing Cloud

JANUARY 23, 2024

They understand your product or service and know how to quickly address common customer issues and questions. They can turn sour customer interactions into positive ones, and are a great mentor for junior staff. Now think about what you’ll lose and have to deal with if those individuals leave your company.

Work Management 104

Work Management Customer Satisfaction Knowledge Base FAQ 104

Martech

OCTOBER 6, 2023

New martech tools focus on measuring marketing impact, tracking customer journeys and analyzing sales funnels. MOps documentation may also have many of these terms outlined. If a team doesn’t have these processes documented, working with your sales, sales operations and data science teams is a great place to get started.

Lead Ranking 133

Lead Ranking Analytics Multi-Touch Attribution Lead Scoring 133

Martech

FEBRUARY 8, 2024

Kicking off 2024 with a bang, HubSpot’s January updates are all about enhancing your team’s capabilities in lead management, content strategy, and data analysis. Step up your LinkedIn strategy with documents and polls. Professional-tier customers can now create up to 25 calculated properties, up from five.

Enterprise Management 89

Enterprise Management Sales Qualified Leads API Hubspot 89

Sprout Social

APRIL 3, 2024

She’s an avid traveler known for her #GRWM videos and vlogs where she documents her looks and stories. On her YouTube, she documents her life living alone in London, along with her journeys across the world. You’ll find her rocking furs, custom gowns, opulent fabrics and textile designs. K TikTok: 43.8

Advertising Agencies 97

Advertising Agencies Lead Ranking Youtube Blogger 97

Salesforce Marketing Cloud

MARCH 19, 2024

You understand the pivotal role technology plays in shaping the future of customer service. 6 reasons to join the Serviceblazer Community Get actionable customer service insights High-performing service organizations are using data and AI to improve efficiency without sacrificing the customer experience. The answer is yes!

Communities 135

Communities Peer-to-peer Work Management Thought Leadership 135

Navigate the Channel

JULY 13, 2023

Email service provider Constant Contact is currently keeping data on some 200 million monthly emails sent by customers who use its platform, including open rates, click rates and bounce rates. Before you begin to document your content ideas, establish your marketing goal(s) and objective(s) for the campaign.

Email Marketing 120

Email Marketing Planning Paid Search Agency B2B Thought Leadership 120

SmartBug Media

OCTOBER 13, 2023

By following good practices for data hygiene, businesses can improve decision-making, enhance customer experiences, improve operational efficiency, and facilitate successful data integrations and analysis. Consider appending additional data fields, such as social media profiles or purchase history, to enrich your customer database.

Data Hygiene 105

Data Hygiene Practices Best Practices Allocation 105

Vidyard

MARCH 5, 2021

How to Write a Requirements Document 3.1 Requirements Document Template 3.2 What to Include in a Requirements Document 4. To identify your needs, it can be helpful to think about what problems you want to solve. Think about what you require from a vendor and ask how they’ll support you once you’re live with the platform.

Enterprise Management 155

Enterprise Management Work Management Video Marketing Marketing Management 155

Martech

MARCH 4, 2024

Before you insert a field into some marketing creative, make sure you have appropriate data in every record and make sure there’s a fallback such as “if the field is empty, insert ‘valued customer.’” This particular example is about email, but you can apply the same principles to other campaigns. Most systems can manage that.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Work Management Automation 120

Martech

APRIL 24, 2024

When Gartner surveyed CMOs in 2023 about the state of their marketing technology stack, most admitted to using only one-third of their martech stack. Insufficient customer groundwork to amplify technology’s business value. email communication, customer database, SMS communication, etc). Rigid internal governance processes.

Process 77

Process Top of Funnel Work Management Marketing Management 77

Martech

DECEMBER 20, 2023

You can customize who sees what assets and what actions they can take with them, including downloading, sharing and editing. Because people learn differently, it’s beneficial to have in-person trainer-led sessions where users can ask questions, as well as written documentation and perhaps videos they can refer to on their own.

Practices 105

Practices Best Practices Training Guidelines 105

SmartBug Media

NOVEMBER 3, 2023

You end up with a 360-degree view of the customer journey that helps you understand what works and what doesn't. Reporting and visualization: Custom reports and ROI visualization allow for data-driven decision-making. Clearly understand and define the full customer lifecycle process. Create a mapping document.

Hubspot 59

Hubspot Sales Qualified Leads Marketing Attribution Marketing Automation Services 59

Martech

MAY 8, 2023

Discovery The discovery stage involves learning, documentation and shared learning phases. The first exercise is to step in the customers’ shoes. Documentation phase Document the steps on the journey. Map this out as another documentation guide. Dig deeper: Why we care about data-driven marketing 2.

Marketing & Strategy 106

Marketing & Strategy Budget Programs Advertising Benchmark Loyalty 106

Martech

DECEMBER 2, 2022

Building your own custom system. Buying something you can customize. Beware of the dangers of either of those custom options. Think long and hard about what you’re getting into. That might suggest you need a custom solution. And building a custom solution has a lot of benefits.

Work Management 109

Work Management Marketing Management Budget Programs Software 109

Heinz Marketing

NOVEMBER 19, 2021

Our ideal customer documentation is up to date, including: Demographics. What do they care about? All content is documented and accounted for (either in a CMS or content library). Sales stages are well defined, documented, and followed by all. Tech stack is documented, with tools organized by: Identification.

Planning 122

Planning Ideal Customer Profiles Sales Cycle Marketing & Strategy 122

Salesforce Marketing Cloud

MARCH 20, 2024

While AI-powered tools are great at projecting confidence and certainty in their responses, chances are you know little about the origin of the AI’s data. Jared Kaplan, co-founder and chief science officer of Anthropic, talks about how LLMs work, trusted AI, and more. Do you trust generative AI to help you with tasks at work?

Copyright 113

Copyright Wikipedia Peer-to-peer Lead Ranking 113

Heinz Marketing

JANUARY 27, 2023

By most definitions, an opportunity is a qualified prospect that has a high likelihood of becoming a customer. To create the greatest clarity and consistency for not only your sales reps, but the marketing and customer success teams that bookend the sales process, it’s imperative to define and map every stage of a buyer’s life cycle.

Sales Qualified Leads 111

Sales Qualified Leads Top of Funnel B2B Sales Forecasting 111

SmartBug Media

JULY 12, 2021

Storage, including document management, customer relationship management (CRM), and content management system (CMS). As a bare minimum, consider these three categories as the base of any marketing strategy: Storage (document storage, CRM, and CMS). Store drafts of documents. What does my team care about?

Marketing Report 122

Marketing Report Marketing Automation Services CMS Development Tools 122

Kevin Indig

AUGUST 7, 2023

Even when technically better alternatives exist, customers choose the solution they’re familiar with because it’s reliable. Messaging is how you talk about your product in relationship to your market (audience + competitors). See Google or Apple, for example.

Paid Content 94

Paid Content Advertisements Advertising Brand Identity 94

Navigate the Channel

NOVEMBER 19, 2023

As agriculture promotion groups (APGs) and checkoffs strive to provide educational information for farmers to keep them informed about investment activities and new opportunities, building a social community with your target audience can be a positive, engaging way to support key communication goals.

Social Media 65

Social Media Media Communities FAQ 65

Blue Flame Thinking

MARCH 13, 2023

Since these feeds power the information used to research and make decisions about your solutions, you need to understand what’s involved with these integrations and make sure they’re set up and working correctly. Think about what you want to convey and keep compliance in mind. Create a mapping document. Ask for sample files.

Work Management 91

Work Management Marketing Management Marketing Websites Sample 91

Salesforce Marketing Cloud

JANUARY 17, 2024

When you’re a customer Service Star, staying ahead of the curve isn’t just an advantage — it’s an absolute necessity. You get the pivotal role technology plays in shaping the future of customer service. Table of contents What is a customer Service Star? Get the free report What is a customer Service Star ?

Work Management 132

Work Management Peer-to-peer Service Communities 132