Customer Experience Matrix

OCTOBER 17, 2006

A really bad customer experience prevents me from ever looking at them again, or even from reading their advertisements. I mention this mostly as a reminder of the overwhelming importance of operational experiences—actual use of a product or service—in developing customer attitudes, and therefore long-term customer value.

Work Management 120

Work Management Marketing Management Impressions Pricing 120

Customer Experience Matrix

FEBRUARY 20, 2007

Epsilon’s Ron Shevlin is worried about the future of Customer Experience Managment. I actually think there are plenty of successful cases for Customer Experience Management: Amazon.com, Disney, Dell, Federal Express, Starbucks, JetBlue (until last week), and Apple iPod spring to mind. Nor do the conflicting frameworks bother me.

Ideal Customer Profiles 120

Ideal Customer Profiles Case Studies Case Study Consulting 120

Customer Experience Matrix

OCTOBER 6, 2006

Customer Experience Management deals with the purchase process, while traditional marketing deals with the customer life cycle. This is why it’s wrong to consider Customer Experience Management as just another term for marketing. In short, they are very different. In practice, most companies will still use segments to simplify matters.

Planning 120

Planning Paid Search Agency Deliverability Segmentation 120

Customer Experience Matrix

FEBRUARY 13, 2020

It’s easy to confuse the Adobe Experience Platform, the core system for collecting customer data, assembling profiles, applying machine learning, and sharing the results with services and applications, with Adobe Experience Manager, the Web content management system that is one of those applications. But that’s just words.

Enterprise Management 286

Enterprise Management Marketing Management Ideal Customer Profiles Profiling 286

Customer Experience Matrix

DECEMBER 8, 2006

Dale Wolf’s comment on my Wednesday post suggests hopefully “it could be that CEM recognition is about to get its due” based on the increasing frequency of “customer experience manager” as a job title. So far as I recollect, Customer Experience Management hasn't had its cover yet. But no Customer Experience Management for Dummies.

Work Management 120

Work Management Marketing Management Wikipedia Buzz 120

Customer Experience Matrix

DECEMBER 7, 2006

One of the concepts I didn’t have time to develop at length in the presentation was the difference between interactions and experiences. Experiences, on the other hand, are any contact that the customer associates with the company, whether or not the company is actively involved. I hope you enjoyed the experience.

Paid Search Agency 120

Paid Search Agency Companies Branding Brand Identity 120

Customer Experience Matrix

NOVEMBER 7, 2006

Could any white paper title grab my attention more quickly than “The Five Essentials of Customer Experience Management” ? Even knowing the paper is from TeaLeaf Technology ( www.tealeaf.com ), which captures a browser-eye-view of Web sessions, and is therefore limited to online experiences, doesn’t really dim my curiousity.

Paper 120

Paper Analysis Tactics Course 120

Customer Experience Matrix

JANUARY 22, 2007

But this perspective does lead to past the usual corporate boundaries towards the complete customer experience. They only want to deal with one entity—the retailer of choice.the customers expects [sic] the retailer to make the whole experience seamless.” You won’t be surprised that all four rules relate to sharing data.

SIC 120

SIC Cross-Selling Cable Advertising Agencies 120

Customer Experience Matrix

JANUARY 29, 2007

It’s no surprise that a firm as obsessed with customer experience as Apple would want close control over how iPhone customers were treated. The real question is what manufacturers who cannot afford their own stores can do to improve the brand experience of customers who buy through third-party retailers.

Ideal Customer Profiles 120

Ideal Customer Profiles Distribution Advertising Agencies Impressions 120

Customer Experience Matrix

JANUARY 8, 2007

My exploration of the relationship between brand marketing and customer experience management somehow landed me at the Web page of BrandAmplitude LLC , a consultancy specializing in brand strategy and research. Since the paper was written in 2004, these comments may simply reflect the excitement of a new convert.

Branding 120

Branding Brand Identity Lead Ranking Paper 120

Customer Experience Matrix

DECEMBER 6, 2006

The phrase “customer experience” pops up more and more often in vendor promotions and other business discussions. But somehow “customer experience management” (CEM) doesn’t seem to have reached the status of a truly hot buzzword. One obstacle to the hyping of customer experience may be that the term is used in different ways.

Work Management 120

Work Management Marketing Management Marketing Budget Customer Satisfaction 120

Customer Experience Matrix

FEBRUARY 21, 2007

But looking at their actions from a customer experience management perspective leads me to some questions. Still, from a customer experience viewpoint, the last thing you want at the end of a horrific plane ride is the opportunity to go on another one. This adds another level of stress to the experience: will I get it?

Marketing Management 120

Marketing Management Mobile Advertising Public Relations Sample 120

Customer Experience Matrix

DECEMBER 21, 2006

Even closer to my heart, the paper uses the language of “experience”—as in, “three-screen experience” and “users want the experience to be simple, fast, reliable, and secure”. I didn’t see the phrase “customer experience” anywhere, but the connection is still there. Which is what they need to hear.

Television marketing 120

Television marketing Mobile Advertising Social Networks Paper 120

Customer Experience Matrix

JULY 1, 2023

In fact, humans are heavily biased in favor of making decisions based on past experience , so I’d probably bet on the AI. The first is customer experience. Company policies and systems play a large role in what’s possible, but ultimately it’s the front-line employee whose training, attitudes, and choices make or break the experience.

Best Practices 177

Best Practices Work Management Differentiation Marketing Management 177

Customer Experience Matrix

JANUARY 11, 2007

The iPhone announcement also highlights another favorite theme of this blog: that the smart phone is emerging as a multi-channel device presenting new, unique opportunities for customer experiences. So let’s get back to my primary topic, implementation of customer experience management. Did you know that was my primary topic?)

Marketing Management 120

Marketing Management Multi-Channel Marketing Proposals Organic Leads 120

Customer Experience Matrix

JANUARY 18, 2007

Somehow a paper published in 2005 by IBM’s financial services CRM group, “Creating a 20/20 customer experience: From customers to advocates,” recently found its way to my desk. It even defines “customer experience” as “the impact that certain interactions make that create a lasting feeling or attitude toward a bank.” I know that I do.

Paper 120

Paper Work Management Marketing Management SIC 120

Customer Experience Matrix

JANUARY 5, 2007

Brand marketers often speak of a brand personality, brand promise and a brand experience. That last phrase obviously recalls “customer experience”. For example, Bernd Schmitt’s EX Group considers the brand experience as one component of the customer experience. The difference, if any, depends on who is talking.

Branding 120

Branding Brand Identity Interactive Marketing Direct Marketing 120

Customer Experience Matrix

DECEMBER 11, 2019

Acquia , which is moving past its roots in Web content management to become a multi-channel “digital experience platform” (DXP), took a big step in that direction today with a deal to buy the AgilOne Customer Data Platform. This certainly requires the unified customer data that a CDP provides.

Digital Experience Platform 156

Digital Experience Platform Marketing Automation Services Buy Marketing Management 156

Customer Experience Matrix

JANUARY 3, 2021

And while most physical-world innovations are powered by software, the importance of those innovations is that they are changing physical experiences, not that they are replacing them with software-based virtual equivalents. It’s a safe bet that out-of-home ads will grow even faster once people can move about more freely.

Work Management 248

Work Management Marketing Management Software Paid Search Agency 248

Customer Experience Matrix

OCTOBER 31, 2006

But what’s really important from a Customer Experience Management perspective is the article’s claim that BPM provides transparency to both managers and customers about the processes it controls. Transparency—complete, up-to-the-minute information about the business relationship--is a critical component of improved customer experience.

Transparency 120

Transparency Enterprise Management Course Order 120

Customer Experience Matrix

SEPTEMBER 17, 2006

This requires a different non-Markov modeling technique, in which the past experiences of each customer help to predict the customer’s future behavior. I believe the approach called “agent-based simulation” will allow this, although I haven’t yet found out for sure.

CRM 120

CRM Lead Ranking Terms and Conditions Aggregators 120

Customer Experience Matrix

SEPTEMBER 18, 2006

This is the key requirement for building a customer experience model that would simulate the impact on long-term customer value of changes in business policies, resources and the environment. Per yesterday’s note, this is not something I could do with a Markov chain. Is modeling at this level really necessary?

Terms and Conditions 120

Terms and Conditions Wiki Conversion Rate Analysis 120

Customer Experience Matrix

DECEMBER 18, 2006

Naturally this caught my eye since I had been pondering how to measure buzz for Customer Experience Management (see entry for December 8). Customer Experience Management is a vastly broader concept, involving all aspects of a company's operations.

Buzz 120

Buzz Marketing Management Planning Eye-Tracking 120

Customer Experience Matrix

JANUARY 19, 2007

I saw a flock of eight foot tall geese yesterday. It was awesome. They were waddling majestically (when you’re eight feet tall, even waddling is majestic) in front of a row of thirty foot pine trees. I caught them in the corner of my eye, and they didn’t register at first because I was in the midst of an intense business discussion.

Impressions 120

Impressions Course Business 120

Customer Experience Matrix

APRIL 15, 2024

Since the platform model isn’t new, we can already draw on experience. This lower barrier to entry (and to continued survival) is one reason the number of marketing applications has increased so sharply in the past decade. And what does all this mean for marketers and other business users?

Enterprise Management 136

Enterprise Management Work Management Marketing Management Marketing AI 136

Customer Experience Matrix

APRIL 19, 2017

The chief finding of the study, which is that the executives rated technology as by far their largest obstacle to improving customer experience. So the balance between operational efficiency and customer experience isn’t fixed. It confirms what you probably suspected: airline managers think differently from other business people.

Marketing Management 198

Marketing Management Ethics Loyalty Customer Surveys 198

Customer Experience Matrix

DECEMBER 16, 2018

At the same time, other people – often marketers who had found through personal experience that unified customer data was rarely available – started by build database-only CDPs, based on the same insight that the value was in the database.

Enterprise Management 278

Enterprise Management Work Management Marketing Management Marketing Automation Services 278

Customer Experience Matrix

AUGUST 18, 2020

Indeed, many think a breach is good for their career , presumably because the experience makes them better at handling the next one. It may be a self-fulfilling prophecy, but most security professionals see data breaches as inevitable. Let’s just be grateful they're not airline pilots. Still, the professionals have a point.

Work Management 276

Work Management Marketing Management Privacy Fulfillment 276

Customer Experience Matrix

OCTOBER 29, 2023

Today, vendors seeking the latest label are more likely to call themselves digital experience managers than a CDP, even if their products meet the CDP requirements. The resulting confusion ultimately led some vendors to avoid the CDP label entirely because it no longer provided a useful way to differentiate their products.

Marketing Management 177

Marketing Management Ideal Customer Profiles Profiling Vendors 177

Customer Experience Matrix

JUNE 27, 2021

But as customer experience rose to become a primary corporate priority, a trend accelerated by the pandemic, it became more important to integrate marketing and sales systems with the rest of the company.

Work Management 296

Work Management Marketing Management Buy Ad Building 296

Customer Experience Matrix

NOVEMBER 3, 2018

Adobe Experience Cloud also fits in here. Finally, we come to the Customer Experience Clouds: collections of systems that promise a complete set of customer-facing systems. Many email vendors have done this and it’s increasingly common among Web personalization and mobile app marketing products. So not much confusion there, at least.

Marketing Automation Services 325

Marketing Automation Services Work Management Marketing Management Multi-Channel 325

Customer Experience Matrix

OCTOBER 7, 2017

This means they don’t adjust the weights assigned to different marketing messages based on experience. Indeed, an AI manager that's orchestrating contacts for each individual will have many opportunities to conduct rigorous attribution experiments, potentially improving attribution accuracy by a huge factor.

Marketing AI 168

Marketing AI Work Management Marketing Management Marketing Analytics Tools 168

Customer Experience Matrix

OCTOBER 6, 2015

Unlike Jane Austen, I have facts for my assertion: e-tailing group's 7th Annual Consumer Personalization Survey found that 52% of consumers believe most online retailers can recognize them as the same person across devices and personalize their shopping experience accordingly. Marketers certainly see this as well.

Marketing Management 120

Marketing Management Ideal Customer Profiles Case Studies Buyer Personas 120

Customer Experience Matrix

MAY 22, 2018

Magento sells primarily to small and mid-size firms, while Adobe’s Experience Cloud products are sold mostly to enterprises. The obvious question is whether Adobe will try to use Magento as an entry point to sell Experience Cloud products to smaller firms, or use Experience Cloud as an entry point for selling Magento to big enterprises.

Enterprise Management 120

Enterprise Management Work Management Marketing Management eCommerce 120

Customer Experience Matrix

FEBRUARY 24, 2017

These aren't unexpected but now you have a Data-Driven Answer next time anybody asks. __ Survey Details: Closing the Gap Between People’s Expectations and Retail Realities Retail Touchpoints for Magnetic Barriers to cross-channel experience: 55% not enough data for full profile 53% internal organizational silos 50% don’t know what types of messages (..)

Paid Search Agency 196

Paid Search Agency Advertising Agencies Marketing Management Budget Programs 196

Customer Experience Matrix

JUNE 11, 2019

. - Salesforce bought Tableau so it can “play an even greater role in driving digital transformation, enabling companies around the world to tap into data across their entire business and surface deeper insights to make smarter decisions, drive intelligent, connected customer experiences and accelerate innovation”.

Enterprise Management 253

Enterprise Management Marketing Management Analytics Acquisitions 253

Customer Experience Matrix

MARCH 28, 2018

Adobe on Tuesday announced the Experience Cloud Profile, which it described as a “complete, real-time view of customers” including data from outside of Adobe Cloud systems. The Experience Cloud Profile doesn’t fully integrate Adobe’s separate products, but it does seem to let them share a rich set of customer data.

Ideal Customer Profiles 120

Ideal Customer Profiles Marketing Automation Services Profiling Marketing Management 120