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  • MODERN MARKETING  |  THURSDAY, JANUARY 9, 2014
    [Customer] 5 Customer Experience Cues From Retail
    by contributor | Tweet this Editor’s Note : Today’s post comes courtesy of Alicia Fiorletta , Senior Editor of Retail TouchPoints , an online publishing network for retail executives, offering content focused on optimizing the customer experience across all channels. Retailers have spent the past few years refining and optimizing the customer experience based on consumers’ tech-savvy shopping behaviors. Become customer obsessed.
  • MARKETING INSIDER GROUP  |  MONDAY, APRIL 7, 2014
    [Customer] Content Marketing Must Focus On Customer Value
    titled “ Build Your Content Brand By Delivering Customer Value.” Effective content marketing is focused on the continuous delivery of customer value through interesting and engaging content. Forrester identified four key objectives for effective content marketing: Pulls Customers closer to the brand by giving away valuable content. Amplifies the reach of content that encourages customers to share freely and widely across their social networks.
  • MODERN MARKETING  |  FRIDAY, DECEMBER 2, 2016
    [Customer] 3 Ways to Optimize Customer Experience Via Email
    The pressure to create and maintain a stellar customer experience is a daunting challenge faced by brands, and the onus is increasingly falling on marketers to own the strategy and tactics to deliver on the promise of delight. Gartner estimated that by this year, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago. Help your customers apply themselves. Disclosure: Oracle Marketing Cloud is a Leadspace customer).
  • MODERN MARKETING  |  MONDAY, DECEMBER 7, 2015
    [Customer] Understanding Known and Unknown Customers
    Simply put: The Known Universe – is people that we know, they might be customers or they might have signed up to an email list without ever purchasing. Let me give you three examples of the power a DMP can give your marketing: *Customer Acquisition – Using 3rd party data we can search through third party data sources and find prospects that are in market (unknown universe), interested in a product or even at a certain stage in their life.
  • KOMARKETING ASSOCIATES  |  THURSDAY, JANUARY 8, 2015
    [Customer] Need Content Ideas? Customer Questions FTW!
    We spend so much time thinking about how we can get our customers to buy our product or use our service but we don’t always think about the basic necessities they need to do so. Know what your customers are asking about and give them the answer. Aside from your own general knowledge regarding customer needs, there are a few places that can help you determine what questions are being asked and provide you with some pretty solid content ideas.
  • CUSTOMER EXPERIENCE MATRIX   |  TUESDAY, OCTOBER 4, 2016
    [Customer] News from Krux, Demandbase, Radius: Customer Data Takes Center Stage
    Three announcements caught my eye, all highlighting the increasing attention being paid to customer data. Krux now has an “intelligent marketing hub” that can also load a company’s own data from CRM, Websites, mobile apps, and offline sources, and unify customer data to build complete cross-channel profiles. But beyond the standard DMP function of generating advertising audiences, Krux gives Salesforce a solid customer data foundation to support all kinds of marketing management.
  • B2B LEAD GENERATION BLOG  |  MONDAY, MARCH 10, 2014
    [Customer] Email Marketing: 3 simple steps for building customer personas
    In today’s B2B Lead Roundtable Blog post, I want share the three simple steps for building customer personas Byron shared in his presentation to aid your targeted email marketing efforts. “We needed to get the right Marketing folks and the right Product Management folks together and we knew we needed Sales and the voice of the customer as well.”. Look to your existing customer data for insight into who buys from you.
  • PUZZLE MARKETER  |  WEDNESDAY, JANUARY 2, 2013
    [Customer] How Social Media and Mobile Technology Impact the Customer Experience [Infographic]
    It’s easy for technology start-ups and web service companies to understand the importance of communicating with customers through channels such as social media and mobile technology. It’s not that face to face interaction with customers is unimportant. I believe that it is still the single best method for building relationships and getting a true understanding of your customers’ needs.
  • CUSTOMER EXPERIENCE MATRIX   |  THURSDAY, SEPTEMBER 26, 2013
    [Customer] Customer Data Platform Guide Reviews Tools to Build Marketing Databases
    Raab Associates’ new Guide to Customer Data Platforms is now available (click here to buy ). As customers interact across more channels, marketers need to not just meet them in every new location but recognize them and carry on a continuous conversation from one touchpoint to the next. Both the carrot of better results and the stick of customer expectations are ever-more-urgently driving marketers towards building better databases.
  • BUZZ MARKETING FOR TECHNOLOGY  |  THURSDAY, SEPTEMBER 17, 2015
    [Customer] Leading Companies for Customer Service, On and Off Social
    Recently I moderated another Social Media Today webinar as part of their Best Thinker webinar series, this time on the topic of Leading Companies for Customer Service, On and Off Social. This webinar featured Jason Kapler ( @ jasonkapler ) Vice President of Marketing at LiveWorld, Dan Gingiss (@ dgingiss ) Head of Digital Customer Experience and Social for Discover Card and Kristina Libby (@ KristinaLibby ) Head of Consumer Communications at Microsoft.
  • INFLUITIVE B2B  |  WEDNESDAY, NOVEMBER 11, 2015
    [Customer] 3 Powerful Hidden Benefits of Customer Reviews
    In a webinar with Uberflip , Vinay Bhagat , Founder & CEO of TrustRadius , shared how your brand can upgrade its sales and marketing by folding customer reviews into your campaigns and processes. . So it used an advocate marketing program to motivate its satisfied customers to take action. If a customer positions your product as a better solution in an online review, then that’s their prerogative. You might be tempted to step in and correct the customer.
  • ACT-ON  |  MONDAY, JANUARY 25, 2016
    [Customer] Good, No, GREAT Things Come in Threes: Build a Winning Trio for Customer Success
    Integrate those two and you are moving in the right direction, but add the customer success team into the mix too, and you’ve unleashed the ability to unify communication and engagement across all phases of the customer lifecycle, creating a winning team trifecta. Over the past decade or so, it’s undeniable that there has been a radical shift in the relationship between businesses and their customers. Gone are the Days of “One and Done” Customer Lifecycle Marketing.
  • INFLUITIVE B2B  |  FRIDAY, JANUARY 19, 2018
    [Customer] 3 Tips For Building A More Robust Customer Reference Program
    In the past 15 years, customer reference usage in marketing and sales has evolved from simply inserting testimonials in ads to a dedicated discipline that drives revenue. Now, many more savvy marketers are looking at the bigger picture: they’re turning to customer advocacy as their “secret sauce” for making a bigger impact on their company’s.
  • SALESFUSION  |  THURSDAY, AUGUST 14, 2014
    [Customer] The ROI of a Customer
    The post The ROI of a Customer appeared first on Salesfusion. Customer Interaction
  • CUSTOMER EXPERIENCE MATRIX   |  THURSDAY, APRIL 25, 2013
    [Customer] I've Discovered a New Class of System: the Customer Data Platform. Causata Is An Example.
    These systems that gather customer data from multiple sources, combine information related to the same individuals, perform predictive analytics on the resulting database, and use the results to guide marketing treatments across multiple channels. This differs quite radically from standard marketing automation systems, which use databases built elsewhere, rarely include integrated predictive modeling, and are focused primarily on moving customers through multi-step campaigns.
  • CUSTOMER EXPERIENCE MATRIX   |  MONDAY, MAY 20, 2013
    [Customer] Silverpop Announces Universal Behaviors to Provide Better Cross Channel Customer Experience
    At their annual Amplify conference last week, Silverpop unveiled the culmination of a two year project that conveniently matches the Customer Data Platform (CDP) concept I’ve been describing for the past month. Silverpop’s new features load customer behaviors from all sources into a central database, match identities to create a unified customer view, and make the resulting information available for real-time, automated interactions across all channels.
  • B2B MARKETING TRACTION  |  FRIDAY, NOVEMBER 12, 2010
    [Customer] Improve Service with a Customer Touch Point Map
    Buyers deal with a great sales person, but delivery is slow, installation sloppy, customer service doesn’t solve problems and/or accounting doesn’t understand what the customer is trying to communicate. Could that describe your level of service to your customers? Make sure you provide an excellent customer eperience by doing a customer touch point analysis. The customer touch point analysis is an easy exercise which can provide amazing results.
  • MARKETING INSIDER GROUP  |  TUESDAY, FEBRUARY 26, 2013
    [Customer] Is Customer Experience The Future of Marketing?
    Time to turn our attention to the biggest challenge in marketing: focus on the customer and the customer experience. Previous topics included Big Data , creating a content culture , the roles of content and technology , the future of search , the science of marketing , the rise of Content Brands and we asked whether the customer or the content is king in the future of marketing. The post Is Customer Experience The Future of Marketing?
  • ACT-ON  |  MONDAY, OCTOBER 24, 2016
    [Customer] How, And Why, You Should Calculate Customer Lifetime Value (CLV)
    The true value of a customer is not just the size of the deal. Instead, it should be calculated with other (more important) factors such as how long they are likely to remain your customer. Researchers estimate that today it costs five times as much to acquire a new customer than it does to retain a current one. What is Customer Lifetime Value? It hinges on how long, on average, you are able to keep customers. Are you finding your most valuable customers?
  • INFLUITIVE B2B  |  FRIDAY, JUNE 16, 2017
    [Customer] How To Create “Moments That Matter” With Your Customers
    I walked into an all-day meeting back in February, and on one of the tables I saw a piece of notebook paper with my name and a heart written on it. To the side of the paper was a Starbucks tea (I abhor coffee) and a bottle of water.
  • WEBBIQUITY  |  TUESDAY, MAY 30, 2017
    [Customer] Four Data-Driven Metrics for Managing Your Customer Experience
    Take customer experience, for example. How can a company possibly reduce the emotions, interactions, and personality traits that impact a customer’s perception of a business to a single number? While it may be a stretch to find one number that summarizes the totality of your customers’ experience, that doesn’t mean you can’t use data at some level to guide business decisions about your customer lifecycle. Guest post by Josh Brown.
  • ACT-ON  |  THURSDAY, SEPTEMBER 1, 2016
    [Customer] Why Empathetic Marketing Can Give Your Customers An Amazing Experience
    In this podcast, Brian talks about how you can provide your customers an amazing experience through the not-so-subtle shift of asking how you can help – instead of telling them how you will help. It ties back to some of the things that I firmly believe in around the customer experience and empathy. Despite having all these tools, it’s become harder than ever to connect with our customers. Brian: All of us, to some level, really want to ultimately help our customers.
  • INFLUITIVE B2B  |  WEDNESDAY, APRIL 22, 2015
    [Customer] New Forrester Research: B2B Should Use B2C Customer Loyalty Principles
    Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. But B2B marketers are under growing pressure to interact—and deepen relationships—with customers at every stage of the lifecycle, since retaining a customer is more valuable than acquiring a new one. That’s why B2B marketers can’t afford to overlook the opportunity to learn from their B2C counterparts, who are experts at driving customer loyalty.
  • MODERN MARKETING  |  MONDAY, DECEMBER 12, 2016
    [Customer] Why Customer Experience Is Just Like Gift Buying
    Today we're talking about customer experience and why it can be just like buying a gift, One Size Most Assuredly Does Not Fit All. Today’s consumers are demanding: they have become more unforgiving of a poor customer experience and expect interactions on their desktop and mobile devices to be responsive, intuitive, and easy to use. On one hand you have what consumers say they want out of a customer experience. Customer Experience
  • FATHOM  |  TUESDAY, JANUARY 5, 2016
    [Customer] 5 Things Your Customers Wish You Knew About Them
    Recently, I stumbled upon a quote that said something to the effect of, “…customers don’t care about your logo, they care about what you do”, and it got me thinking. A more customer-centric approach will add value to your business by enabling it to differentiate itself from others who do not offer the same experience. What Your Customers Wish You Knew About Them. Holistic Customer Experiences Begin With Love. Customers Will Remember You, If You Remember Them.
  • VIDYARD  |  FRIDAY, JANUARY 13, 2017
    [Customer] How to Create Powerful Customer Testimonials Using Video
    Smart companies create customer testimonials. So their potential customers can hear from (and relate to) people just like them. Customer testimonials can do a fair bit of the legwork of a marketing and a sales team, helping to convince leads and move them further through the funnel and closer to a closed deal. But these days, customer testimonials need to be better, more engaging, more interesting than they ever have been before. Your customers are busy.
  • KOMARKETING ASSOCIATES  |  THURSDAY, OCTOBER 15, 2015
    [Customer] How B2B Marketers Can Build Meaningful Customer Relationships In 3 Steps
    They aren’t the basis for a customer relationship. These and similar impulse or ill-considered circumstances don’t lay a smooth trail to “Customer For Life” utopia. And for your marketing dollar, it’s a given you’ll want to retain paying customers as long as possible. The attitude of service can be conveyed in your messaging, general helpfulness (front office, customer service, etc.), 3 Steps To Build Trust for More Meaningful Customer Relationships.
  • SALESFUSION  |  THURSDAY, JANUARY 14, 2016
    [Customer] Turn Your Customers Into Marketers
    The idea behind these campaigns is to involve users (whether they be customers, leads or anyone else relevant to your business) by putting them front and center. UGC can help promote trust in your brand by shining the spotlight on what your customers (or even potential customers) have to say about your business. The post Turn Your Customers Into Marketers appeared first on Salesfusion. Top five reasons to curate user-generated content.
  • MARKETING INSIDER GROUP  |  TUESDAY, JANUARY 24, 2012
    [Customer] The Battle For Customer Attention
    We receive more marketing messages than we can handle and the battle for customer attention has moved from being mainly about the medium to technology to content. If “content is king,” then customer attention is the “Holy Grail.” And so, I think it makes sense to go back and consider the aim of marketing: “to know and understand the customer so well the product or service fits him and sells itself. To make it all about their customers.
  • MODERN MARKETING  |  MONDAY, FEBRUARY 24, 2014
    [Customer] Oracle to Acquire BlueKai Data Management So Marketers Can Personalize Customer Experiences
    As part of our evolving commitment to helping modern marketers enhance all interactions, this acquisition is another step toward the improvement of personalized marketing programs and customer experience. Though technology is advancing in ways that have created more data sources that help us get to know our customers more meaningfully, these additional channels also require an orchestrated strategy to understand how to craft our messaging and focus communication efforts.
  • CUSTOMER EXPERIENCE MATRIX   |  SATURDAY, DECEMBER 13, 2014
    [Customer] BlueConic User-Driven Marketing Maturity Model: Surprises on the Road to Customer-Centric Marketing
    But the best part of my recent presentation with BlueConic was listening to the voice of someone else’s experience: in this case, the experience of more than 60 BlueConic clients, distilled into a maturity model that traced the stages they passed through on their way to full customer-centric marketing. The very first stage of the model, Level 0, involves no differentiation at all: every customer is treated the same; in fact, customers may not even be identified.
  • PAUL GILLIN  |  TUESDAY, DECEMBER 18, 2012
    [Customer] My New Book, ‘Attack of the Customers,’ is now available
    Eleven months later, Attack of the Customers on sale on Amazon ! Several of the case studies in New Influencers involved customer attacks in the days when blogs were about all people had to work with. Today, attacks take many different forms and involve many different tools, but the pattern is the same: People have learned that they can get better results from rallying friends and supporters to their cause than by going through established customer service or complaint channels.
  • TYPE A COMMUNICATIONS  |  THURSDAY, SEPTEMBER 1, 2016
    [Customer] Customer Education: The Secret to Successful Marketing
    In the world of modern marketing, customer. B2B Marketing Content Strategy Customer Journey B2B Buyer Journey Carla Johnson Chuck Frey content marketing Content Marketing Institute Cultivate Communication Ecomagination Energy University GE Indium Joe Pulizzi Schneider Electric Type A CommunicationsSeptember 1, 2016 by Chuck Frey In card games, trump cards carry much more value and importance than any of the other cards. read more.
  • VIDYARD  |  FRIDAY, JANUARY 29, 2016
    [Customer] 8 Ways to Use Video for Customer Success, Education, and Advocacy
    And more importantly (no offence), your customers. If you want to build a customer base that’s learning, growing, getting the most out of your product or service, and loving you while they do it, video is the way to go! Let’s take a look at eight ways to use video to support your customer relationships: 1. In other words, the lifetime value of a well onboarded customer skyrockets far beyond the opposite. It’s sole purpose is to help customers self-serve.
  • MODERN MARKETING  |  WEDNESDAY, FEBRUARY 8, 2017
    [Customer] 3 Ways to Apply Technology to Enhance Customer Experience
    It’s a standard farewell that tells me, a proud modern marketer, that I’m in good company wanting to take every opportunity to offer consistently stellar customer experiences. I leased my first vehicle from them when I got my first job out of college, and due to their amazing treatment of customers, and quality offerings, I’ve kept going back to lease and service my cars there. Connect the dots of the customer experience journey. Customer Experience
  • MODERN MARKETING  |  MONDAY, FEBRUARY 6, 2017
    [Customer] Customer Experience is the Most Critical Part of Marketing Right Now
    89% of marketers expect customer experience to be their primary differentiator, according to Gartner. That means you need to pay extra close attention to the words of our global Modern Marketing experts when they talk about customer experience. This starts with every interact a customer has with your brand, but it includes the technology you leverage to make those engagements happen, as well as how your people manage those tools. Customer Experience
  • MARKETING INSIDER GROUP  |  MONDAY, FEBRUARY 15, 2016
    [Customer] Why Customer-Focused Content Should Be A Priority
    Research notes that “[c]ustomer-centric companies are 60% more profitable compared to companies that are not focused on the customer.” The post Why Customer-Focused Content Should Be A Priority appeared first on Marketing Insider Group. There’s a shift happening right before our eyes. Gone are the days where marketers concentrated on company-centered messaging. Now, businesses must cater fully to their audience. And simply replacing a few words in your existing content […].
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, FEBRUARY 6, 2013
    [Customer] Five Signs Your Online Customers May Be Cheating on You
    Posted in Behavioral Targeting Conversion Optimization Customer Experience eCommerce. But Marketers can use online behavior and web analytics to reveal patterns and warning signs indicative of the type of customer retention issues that lead to “online cheating.” By encouraging consumers to explore the site and streamlining the shopping process, the chances you’ll turn more visitors into customers, increases. is crucial to keeping customers loyal.
  • CUSTOMER EXPERIENCE MATRIX   |  WEDNESDAY, MAY 11, 2016
    [Customer] Pointillist Journey Orchestration Discovers Customer Paths for Itself (Marketing Automation is Doomed, I Tell You)
    I usually hedge my bets with this sort of prediction, but will abandon my typical caution because I’m convinced that campaign management and marketing automation are too deeply rooted in the old world of batch list generation to meet today’s need for continuous optimization of customer treatments. That would be Pointillist , a just-released “customer intelligence platform” that has been incubating inside financial services technology vendor Altisource since 2014.
  • ACT-ON  |  FRIDAY, JANUARY 20, 2017
    [Customer] Rethinking the Role of Marketing in B2B Customer Engagement
    Customer engagement is a cycle that starts the instant a prospect first finds out about your brand and continues on through the acquisition, conversion, retention, and expansion stages of the customer lifecycle. Optimizing this cycle helps you to maximize the revenue you’ll receive from each individual customer. Expand : Retaining profitable customers, repeat purchases, loyalty – Owned by customer success, up-selling, cross-selling, loyalty – Owned by sales.
  • TOMORROW PEOPLE  |  FRIDAY, MARCH 11, 2016
    [Customer] Why Customer Experience Should be the Focal Point of a Content Strategy
    4 reasons customer experience is key to content strategy. Customer Experience
  • B2B LEAD GENERATION BLOG  |  MONDAY, MAY 5, 2014
    [Customer] Customer-Centric Marketing: Using metaphors in your B2B strategy
    Tweet Who are your customers? While it may be (hopefully) impossible to individually name your customers from memory, marketers need to be extremely familiar with them. Realizing they were missing an entire swath of potential consumers, Jacob and the team at One Call Now embarked on an entire website redesign, and with it, new funnels for customers. They just had to plot out who their customers were.
  • B2B LEAD GENERATION BLOG  |  MONDAY, OCTOBER 14, 2013
    [Customer] Lead Generation: Who knows the customer better – Marketing or Sales?
    We talk to the customer every day…”. No matter how things are going, Sales tends to like to stick its nose in the Marketing plan, with the justification being, “We know the customer better. We all feel that we have a golden gut to some extent, especially when we’re interacting directly with customers. You have to realize potential customers, especially those that choose another vendor, may not always honestly tell you why.
  • CUSTOMER EXPERIENCE MATRIX   |  TUESDAY, DECEMBER 19, 2017
    [Customer] Surprising Results in Customer Data Platform Survey
    The Customer Data Platform Institute (CDPI) recently surveyed its members about their customer-facing systems and CDP deployment plans. Let’s start with the general state of customer facing systems. The CDPI Member survey also asked about plans regarding Customer Data Platforms. cdp customer data dmp marketing data marketing stack martech
  • I-SCOOP  |  SUNDAY, JUNE 7, 2015
    [Customer] Jeanne Bliss: how to build your customer-driven growth engine
    In 2006 Jeanne Bliss published “Chief Customer Officer: Getting Past Lip Service to Passionate Action“ Since then she has been helping leadership teams and CCOs (Chief Customer Officers) to find their united voice and become customer leaders. As each business (and each market, customer, context, leader, etc.) Customer experience Customer loyalty Customer service Leadership Opinion CCO Chief Customer Officer Chief Customer Officer 2.0
  • REACHFORCE  |  FRIDAY, JANUARY 8, 2016
    [Customer] Use Marketing Automation to Understand Your Customers
    One of the greatest advantages of marketing automation software is the ability to gain a complete understanding of the customer. In order to achieve optimal effectiveness with a marketing campaign, having an accurate view of the customer is imperative. With inaccurate, outdated, or insufficient customer data, marketing campaigns will fail to achieve the same level […].
  • I-SCOOP  |  MONDAY, FEBRUARY 9, 2015
    [Customer] Psychology and marketing: respecting and failing the customer
    As organizations focus more on customer service, the customer experience and, well, anything that’s customer-related, there’s also an increasing attention for the psychological dimension of business (workers) and customers. Indeed, we have finally discovered that customers are human beings and that the customer experience, just like anything that touches us, is predominantly a matter of […].
  • CUSTOMER EXPERIENCE MATRIX   |  THURSDAY, MARCH 23, 2017
    [Customer] Wondering How Customer Data Platforms Relate to Other Marketing Systems? Here's a Picture
    I was asked the other day about the distinction between Customer Data Platforms and Journey Orchestration Engines. The diagram I originally had in mind was this one, showing that CDPs unify customer data and make it available, while JOEs unify customer data and select messages. So the picture should really look like this: That's fine, but it seems odd that “unify customer data” has no system associated with it.
  • MODERN MARKETING  |  THURSDAY, NOVEMBER 21, 2013
    [Customer] Collaborate for the Internet of Customers with 7 Ideas for 2014
    We enjoyed reconnecting with customers, partners and other marketers – less than a month after Eloqua Experience — via the Compendium booth, Modern Marketing Mixer , and downtown San Francisco. Much has been said about the “Internet of Things” but, as Benioff discussed in his Tuesday keynote, behind every device is a current or potential customer. The path to customer-obsessed marketing begins and ends with customer knowledge.
  • SALESFUSION  |  MONDAY, OCTOBER 20, 2014
    [Customer] Customers Are a Critical Piece of the Sales Funnel
    The post Customers Are a Critical Piece of the Sales Funnel appeared first on Salesfusion. Customer Interaction
  • MODERN MARKETING  |  FRIDAY, MAY 19, 2017
    [Customer] How to Launch a Customer-Centric Sales Strategy
    “ We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Customer Centricity Is More Important than Ever. It seems that it should go without saying that businesses need to be customer centric. With the Internet and mobile technology, customers can find the information they need anywhere, anytime. Customer Experience
  • MARKETING INSIDER GROUP  |  THURSDAY, SEPTEMBER 15, 2016
    [Customer] 3 Ways to Create Customer-Driven Content
    Customers are now conditioned to avoid advertisements. Content tailored to the customer’s needs offers brands a new opportunity. The post 3 Ways to Create Customer-Driven Content appeared first on Marketing Insider Group. Traditional marketing does not have the same effect on consumers as it once did. Personalized content marketing is swiftly replacing generic ads. They can pinpoint specific consumer interests. This kind of content is highly effective.
  • TYPE A COMMUNICATIONS  |  TUESDAY, JUNE 27, 2017
    [Customer] The 10 Best Customer Service and Customer Engagement Platforms
    June 27, 2017 by Tom Pick The emergence and spread of the Industrial Internet of Things (IIoT) has dramatically changed the game for both B2B vendors and customers. Customer Experience Marketing Tom Pick WebbiquityProducers of. read more.
  • ANNUITAS  |  TUESDAY, MAY 3, 2016
    [Customer] Customer Experience, Transformation and Personalization at #MME16
    Thinking about last week’s Oracle Modern Marketing Experience #MME16, there were three themes that stood out to me – Customer Experience, Digital Transformation and Personalization. Customer Experience: Troy Carter of Atom Factory made a valid point during his “Community, Connection, Consumption – Create Great Experience to Build Brand, Sales and Superstardom” keynote. He discussed disruption, entrepreneurship, advocacy, and custom experience.
  • B2B LEAD GENERATION BLOG  |  MONDAY, APRIL 20, 2015
    [Customer] 4 Steps to Lead Nurturing: Walking the buying path with your customers
    Get out your walking shoes, and take a journey with your customers. The first step on that path to success is to start thinking like a customer. Step #1: Walk in your potential customers’ shoes to build a customer journey map. Be the customer, and get as you close as you can to their experience by really observing the behaviors of your customer. After you’ve gaining a solid understanding, then build your customer journey map.
  • CUSTOMER EXPERIENCE MATRIX   |  FRIDAY, NOVEMBER 8, 2013
    [Customer] Gainsight Gives Customer Success Managers a Database of Their Own
    I had a conversation last week with a vendor whose pitch was all about providing execution systems with a shared database that contains a unified view of customer information from all sources. Sadly, they were unfamiliar with the concept of a Customer Data Platform as I’ve been developing it over the past few months and didn’t realize that they fit the definition. The company is Gainsight (formerly JBara), whose Web site positions it as ”a complete customer success platform”.
  • TONY ZAMBITO  |  SUNDAY, MARCH 12, 2017
    [Customer] Reboot Buyer Insights To Drive B2B Growth
    Relying on the predictability of long-ago established customers. While the concept of a buyer’s journey or customer journey has become somewhat of a buzz in B2B, the majority are still representing an internal view of a buyer’s journey. Illustration by Gregory Cresnar. B2B companies are faced with the most transformative era in business history.
  • VIEWPOINT  |  WEDNESDAY, APRIL 24, 2013
    [Customer] PowerViews with Jim Dickie: Customer-centric is Key
    Jim is Managing Partner at CSO Insights, a research firm that specializes in benchmarking how companies are leveraging people, process, and technology to optimize the way they market to, sell to, and service customers. Companies must analyze customers'' behavior as well as background to determine what types of customers are more likely to buy their products or purchase their service. Companies need to be more customer- and solution-centric.
  • MARKETING INSIDER GROUP  |  WEDNESDAY, JULY 15, 2015
    [Customer] 10 Customer Experiences You Need To Deliver Today
    The customer experience is your next competitive battleground. You can claim victory by way of this competitive differentiation war by offering the lowest prices or providing a superior, surprising and spectacular customer experience! However, you will always win the customer experience war. What Is Customer Experience And Why Is It So Important? Customer experience is your customer’s perceptions of his or her relationship with your brand.
  • MARKETING INSIDER GROUP  |  WEDNESDAY, FEBRUARY 19, 2014
    [Customer] Need New Customers? Get Happy Employees
    Because the role of marketing is to get and keep customers. They build brand ambassadors who reflect positively on the business with each interaction with customers, employees and society at large. That’s how to get and keep customers. The post Need New Customers?
  • TYPE A COMMUNICATIONS  |  THURSDAY, AUGUST 24, 2017
    [Customer] 3 Reasons You Should be Using VoC to Enhance Customer Experience
    August 24, 2017 by Brooke Cade Monitoring customer feedback is more important than ever. Customer Experience Marketing Brooke Cade Customer Experinece CX Digital Customer Experience Tom Hicks Voice of the Customer WebbiquityIn the past, word of mouth was fleeting and temporary. Now, with the Internet, it’s easy. read more.
  • MARKETING ACTION  |  WEDNESDAY, JUNE 12, 2013
    [Customer] Customer Experience Rules: 15 Stats
    Editor’s note: Increasingly, marketing experts are emphasizing the value of paying attention to the complete customer experience, as opposed to a more narrow focus on lead generation and qualification. Colin Shaw is founder & CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. A customer is four times more likely to defect to a competitor if the problem is service-related than price- or product-related – Bain & Company.
  • AVITAGE  |  SATURDAY, JUNE 27, 2015
    [Customer] B2B Customer Content Operations Manifesto
    The custom content business is a difficult business. This is why you (and most content marketers) struggle to: produce a constant stream of audience (buyer) relevant content … in the many forms and formats required for audience preferences and delivery channel requirements … at the scale required to cover all key use case requirements of your content dependent, customer engaging functions. (A The need for a business or enterprise level customer content strategy. 2.
  • MODERN MARKETING  |  WEDNESDAY, APRIL 10, 2013
    [Customer] The Payoffs Of Real Customer Centric Marketing
    And while many marketers claim to subscribe to ‘customer centric’ marketing principles, few actually deliver on the promise. For efficient marketing, make sure your conversations put the needs of prospects and customers first. The Payoffs Of Real Customer Centric Marketing is from Eloqua’s It’s All About Revenue, a Blog Covering Business To Business Marketing.
  • MODERN MARKETING  |  THURSDAY, JULY 20, 2017
    [Customer] When It Comes To Customer Experience, More Is More
    Customer experience is the perception the customer has of your brand. A customer experience is not purely shaped by the transaction of a customer buying a muffin. What is the experience of the customer purchasing the product? Do they smile at the customer? Is the transaction easy or painful for the customer? A customer experience is not simply one transaction — a customer experience is defined by much more than that.
  • KAON  |  THURSDAY, MARCH 24, 2016
    [Customer] How To: Build loyalty through customer engagement
    Gavin Finn, President and CEO, Kaon Interactive , presents three ways to better engage your customers. As B2B customers’ purchasing choices have expanded, their expectations have increased, and brand loyalty has sharply declined. Connecting with customers is no longer about the product, nor is it sufficient to rely on a sales relationship or the company’s marketing communications and messaging. Here are three ways to engage your customers better: 1.
  • MODERN MARKETING  |  WEDNESDAY, FEBRUARY 22, 2017
    [Customer] Improve Customer Experience and Email Deliverability With a Preference Center
    The truth is a Preference Center helps you optimize engagement and increase your brand’s loyal customer base. Over time this reduces email fatigue and preserves long-term relationship with the customer. Much of the customer experience is broken because the marketing experience is broken. With legacy technology, marketers only get a distorted view of the customer because data silos cannot be shared across channels. Customer Experience
  • INFER  |  TUESDAY, AUGUST 26, 2014
    [Customer] Infer Customer Referral Program
    At Infer, we’re always looking for innovative ways to spread the word and share our customer’s amazing success stories. We’ve added some of our best customers through referrals, so in order to show our appreciation to customers who refer Infer, we’ve rolled out a fun program. If you make an introduction to a person or company who’d be a good fit for Infer, we’ll send both of you a pair of our custom Nike shoes.
  • TOMORROW PEOPLE  |  THURSDAY, OCTOBER 29, 2015
    [Customer] How Website Performance Insights Can Reveal What Your Customers Want
    Standard website metrics can give you a powerful understanding of what your customers really want.
  • CRIMSON MARKETING  |  THURSDAY, AUGUST 6, 2015
    [Customer] Customer Experience is the Core of Big Data Marketing (with Russell Glass, Head of Products, Marketing Solutions at LinkedIn)
    According to Russell Glass, Head of Products, Marketing Solutions at LinkedIn, “the 10 percent tended to start with the customer. They tended to look at the personas of the people they were going after, the types of companies they were going after, and they asked themselves a simple question, ‘What kind of experiences do I want to create for these customers?’”. Get it right and you can earn the respect and loyalty of your customers.
  • ACT-ON  |  MONDAY, FEBRUARY 13, 2017
    [Customer] Customer Lifecycle Metrics, Part 5: Retention and Expansion
    This is part five in a series of five blog posts that examines the metrics you should measure throughout the five stages of the customer lifecycle: attract , capture , nurture , convert , and expand. Once your prospect converts and becomes a customer, your job as a B2B marketer isn’t done – in fact, the most significant part is just beginning. Top performers are also more likely to personalize campaigns based on their customer preferences.
  • BUZZ MARKETING FOR TECHNOLOGY  |  THURSDAY, APRIL 15, 2010
    [Customer] Customer Service is the New Marketing
    Zappos is powered by its customer service and was built on the premise of WOWing each and every customer. In a world where User Generated Content has surpassed that of Publisher Content (ie marketers like you and me) I would argue that Word of Mouth (WOM ) is really your last frontier as a marketer and that outstanding customer service is not only the new marketing it’s your only marketing! But great customer service enabled by social is a no brainier.
  • VIDYARD  |  THURSDAY, JULY 27, 2017
    [Customer] Increase Customer Satisfaction and Reduce Support Load with Video
    Your customer expectations are changing. They’re demanding the highest engagement from your customer support team as possible. I lead the technical support team at Vidyard and today in this Chalk Talk we’re going to discuss how you can use the power of video to engage with your customers from your support team. It can engage with your customers in a way that goes deeper than images or text could ever do. Blog Customer Success
  • INFLUITIVE B2B  |  THURSDAY, JUNE 30, 2016
    [Customer] Why Every Company Has Time For Customer Advocacy (And Where To Find It)
    You don’t have time to delight your customers with something like an advocate community. The post Why Every Company Has Time For Customer Advocacy (And Where To Find It) appeared first on Influitive. Marketers are busy people. That’s why the thought of managing another program or piece of technology every day sounds about as appealing as the next Justice League movie. You’ve got growth targets to hit, right?
  • TYPE A COMMUNICATIONS  |  TUESDAY, JANUARY 16, 2018
    [Customer] Empathy, Web & People: Improving The B2B Customer Experience
    It seems at times that many B2B organizations have made it so complex and uncomfortable to work with that customers are forced to find an alternative even if their current provider offers a better product or solution. Customer Experience Marketing Account-based Marketing B2B Marketing Brian Carroll Carlos Hidalgo Customer-Centric Empathetic Marketing Empathy Lead Generating leadership Marketing Strategy
  • BIZIBLE  |  WEDNESDAY, APRIL 12, 2017
    [Customer] 5 Strategies to Build Customer Relationships Through Content
    Attribution allows marketers to see the type of content and the channels that are not only driving leads, but driving high quality leads that convert through the funnel and become customers. Words play a vital role in conveying a particular message to someone. Likewise, content has a pivotal role in digital marketing. It is the soul of any business. Especially in SEO, content marketing is a valuable and necessary technique.
  • I-SCOOP  |  SUNDAY, MAY 17, 2015
    [Customer] Customer experience: a Voice Of the Customer wake-up call
    SDL, touting itself as the leader in global customer experience solutions for quite some time now, feels it’s time for a global customer experience (CX) wakeup call. In its latest research, appropriately called “The Global CX Wakeup Call“, the company asked almost 3,000 people about their biggest customer experience success of failure in the last […].
  • WEBBIQUITY  |  TUESDAY, JULY 11, 2017
    [Customer] 3 Reasons You Should Be Using VoC to Enhance Customer Experience
    Monitoring customer feedback is more important than ever. It has never been easier to understand and respond to customer needs. Data on what customers really want is easier to collect than ever, and products can be entirely designed around the desires of intended consumers. That’s why Voice of the Customer (VoC) programs are so valuable, and every business that has the infrastructure to do so should implement one. 1) Companies Compete With Customer Experience.
  • B2B LEAD GENERATION BLOG  |  MONDAY, MARCH 23, 2015
    [Customer] Inbound Marketing: How a B2B company used a content marketing strategy to improve customer experience
    Tweet Inbound marketing is typically a term reserved for B2C companies striving to draw customers in with flashy social media campaigns, witty tweets and beautiful infographics. In the example below, Precor identified three key industries that it targets as customers. Lastly, establishing a year-long calendar for each persona is essential in maintaining a healthy relationship with your customers and followers.
  • BIZNOLOGY  |  MONDAY, SEPTEMBER 18, 2017
    [Customer] Connected consumption is the new customer experience (CX)
    When countless products and services become connected, personal customer-vendor relationships will be added. Each task and step will include new people-first automated conversations that replace searching, customer support, shopping, and e-commerce services like Amazon. New abilities to produce universal customer success will produce connected products that make their users as good as the best in the world. Local logistics responds flexibly to customers’ daily lives.
  • SALESFUSION  |  THURSDAY, FEBRUARY 20, 2014
    [Customer] Salesfusion Customer Generates $1.5 million in Revenue from Marketing Automation
    When you join our team, you not only get a product that both partners and customers love, but a team everyone loves to work with. Feel confident that even your toughest customers will in fall love with our product and service; making you their hero. button class="lbp_secondary" link="[link] align="center" size="medium" type="wide" style="solid" icon="lightbulb" title="Learn More"]Sign Up[/button][/box] The post Salesfusion Customer Generates $1.5
  • CRIMSON MARKETING  |  MONDAY, NOVEMBER 2, 2015
    [Customer] How to Market Smart When You’re Not an IT Expert (featuring Nate Skinner, Chief Customer Officer at Campaign Monitor)
    For marketers, that means an ever-expanding need to work with technology to reach the right customers, with the right message, at the right time. Nate Skinner, Chief Customer Officer for email marketing service provider Campaign Monitor, joins Moneyball for Marketing to talk about the trends and technologies that are impacting marketing organizations today, and how savvy marketers are cracking the code on personalization, without extensive IT skills.
  • CRIMSON MARKETING  |  TUESDAY, OCTOBER 13, 2015
    [Customer] How to Optimize the Customer Experience With Behavioral Data (with Scott Sanborn, Lending Club COO & CMO)
    In this edition of Moneyball for Marketing, Lending Club COO & CMO Scott Sanborn joins us to discuss how martech is changing customer acquisition cost, customer lifetime value calculation and customer satisfaction optimization: Optimal engagement: Scott shares how Lending Club analyzes credit, application and behavioral data from different sources, in real time, to optimize the customer experience and determine the buyer journey to verification.
  • ANNUITAS  |  THURSDAY, JULY 17, 2014
    [Customer] Why Companies Don’t Market to Their Customers
    I was recently onsite with a prospect and was told that if this company could simply add $10,000 to every customer renewal each year they would add $400,000,000 in incremental revenue to the bottom line. Sadly, most organizations do a poor job selling back into their customer base and as a result are missing a huge opportunity to generate revenue. Everyone has seen the studies that state it costs twice as much to acquire a new customer as it does sell into a current one.
  • MODERN MARKETING  |  TUESDAY, JUNE 20, 2017
    [Customer] Tales of the Modern Customer Experience from Top Marketing Experts
    The experience that a consumer has (before and after purchase) can be the difference from a long-time customer, or online adversary. The competitive landscape for customer attention is becoming increasingly competitive and brands that provide an exceptional customer experience will win the hearts and wallets of consumers. But what makes for a good (or bad) customer experience? Share Your Favorite Customer Experience Tales? Customer Experience
  • CONTENTLY  |  THURSDAY, JUNE 8, 2017
    [Customer] Why Companies Are Failing to Grasp the Digital Customer Experience
    In a 2016 report, the Economist Intelligence Unit 1 makes a bold assertion: “Customer experience” will overtake “mass advertising as a preferred channel to the customer.” Customer experience—specifically digital customer experience—plays a central role in just about every major research report published recently. Nailing the digital customer experience is a big deal. Executives and customers are not seeing eye-to-eye.
  • ACT-ON  |  TUESDAY, AUGUST 22, 2017
    [Customer] Boost Customer Engagement by Building Trust in Your Content
    Do customers trust your brand? Use these 4 powerful strategies to transform average interactions into ones that build customer engagement and trust. Content Marketing Customer Marketing content marketing customer content customer engagement customer lifecycle customer marketing
  • MARKETING INSIDER GROUP  |  WEDNESDAY, OCTOBER 24, 2012
    [Customer] 31 Easy Ideas To Create Content Your Customers Want
    The objective is to simply answer your customers’ top questions, to rank for the top keywords and to generate enough value in each post that your readers want to share it with their connections and come back again. 31 Easy Ideas To Create Content Your Customers Want. Define the top questions your customers face for each solution area and answer them. Define the main customer benefits of your solution category (without naming your product).
  • MARKETING INSIDER GROUP  |  TUESDAY, AUGUST 23, 2016
    [Customer] 5 Ways Marketing Automation Builds True Customer Loyalty
    It seems that somewhere along the way, customer loyalty became a forgotten objective of the marketing strategy. We focus on getting customers, and lots of them, through various methods, and often at any cost. But the cost of acquiring a new customer is five to twenty-five times higher than the investment required to keep an […]. The post 5 Ways Marketing Automation Builds True Customer Loyalty appeared first on Marketing Insider Group.
  • BIZNOLOGY  |  WEDNESDAY, NOVEMBER 23, 2016
    [Customer] How to reach your customers at work or at home
    Have you ever wished you knew more about the consumer side of your business customers? For B2B marketers, perhaps the most immediate benefit of this capability will be in reaching larger custom audiences. Most Twitter, Facebook and Google AdWords custom ad selection is based on the personal email address that was collected on sign up. The post How to reach your customers at work or at home appeared first on Biznology.
  • REACHFORCE  |  WEDNESDAY, FEBRUARY 25, 2015
    [Customer] Gaining a 360 Degree Customer View
    Today’s marketing manager should have a single, trusted, comprehensive view of customers and potential customers to be able to target marketing most effectively. By understanding customers thoroughly, businesses can capitalize on sales opportunities. Fortunately, the number of touch points between customers and businesses has increased greatly due to the web, social media, and mobility.
  • CUSTOMER EXPERIENCE MATRIX   |  FRIDAY, JUNE 27, 2014
    [Customer] Fliptop: A Customer Data Platform for Predictive Lead Scoring, Pure and Simple
    It’s been a while since I wrote about Customer Data Platforms , but only because I’ve been distracted by other topics. When it gets a new client, it loads that company’s own customer list and sales from its CRM system, finds those companies and individuals in the Fliptop database, enhances their records with Fliptop data, and uses the combined information to build a predictive model that identifies the likelihood of someone making a purchase.
  • MARKETING INSIDER GROUP  |  THURSDAY, OCTOBER 20, 2016
    [Customer] The Future Of Customer Relationships
    From landing your first customer to striking the business deal which takes your start-up to the next level. The post The Future Of Customer Relationships appeared first on Marketing Insider Group. Relationships make the world go round. From that first flicker of attraction in high school or college to walking down the aisle on your wedding day. Relationships are key to every aspect of our lives. So why […].
  • SNAPAPP  |  MONDAY, AUGUST 29, 2016
    [Customer] 3 Ways to Create Customer-Driven Content
    Customers are now conditioned to avoid advertisements. Content tailored to the customer’s needs offers brands a new opportunity. Content marketing specialist Ben Stroup discovered that 90% of consumers find custom content useful. Therefore, marketers are asked to build customer-driven content marketing strategies. . Let’s explore how your company can create more customer-driven content. Customers can quickly view your website and leave.
  • VIEWPOINT  |  TUESDAY, MAY 14, 2013
    [Customer] PowerViews with Michael Brenner: The Battle for Customer Attention
    At SAP, Michael’s challenge is to transform social business and content marketing to reduce cost-per-acquisition of new customers. The Battle for Customer Attention. Click to start video at this point — Michael sees one of the biggest challenges companies are currently facing is the “battle for customer attention.” If you’re a marketer, join a salesperson on a customer call. There is no better way to start speaking the same language than to rally around the customer.
  • MODERN MARKETING  |  TUESDAY, MAY 15, 2012
    [Customer] How to Treat Your Customer Like Prospects
    by Amy Bills | Tweet this I love The Office episode “ Business School ,” when Ryan schools Michael Scott on the cost difference between keeping a customer and finding a new one. Other than “Don’t let Michael Scott speak to your MBA class,” the underlying message is that your customers are your best, well, customers. Upselling is most effective when the customer is treated like a prospect. Oddly, we often forget our own customers are eager to consume that content.
  • CONTENTLY  |  TUESDAY, APRIL 19, 2016
    [Customer] The Customer Service Arms Race
    Welcome to the new world of online customer service. At the same time, the meteoric rise of Facebook Messenger, WhatsApp, and other instant messaging services promises a whole new environment and approach to customer service. Answering customer questions lies in a gray space between CRM (Customer Relationship Management), basic product support, and content marketing. ” A customer service arms race. Brands chat apps Customer service facebook Featured
  • CUSTOMER EXPERIENCE MATRIX   |  TUESDAY, MARCH 14, 2017
    [Customer] CrossEngage Orchestrates Customer Journeys Using Events
    They all ingest data from multiple sources; convert it into unified customer profiles; apply rules and analytics to find the best message for each customer in each situation; and, send those messages to external systems for delivery. Unified customer profiles make these products look like Customer Data Platforms. In theory, a JOE could connect to an external customer database rather than building its own, but I haven’t seen that configuration in practice.
  • MODERN MARKETING  |  THURSDAY, OCTOBER 6, 2016
    [Customer] Great Customer Experience Grounded by Lack of Power
    We all know what it is like to be a customer, but when you focus on the airport experience it really shows you what is important in providing a great customer experience. Understand Your Customers’ Needs The first step in providing a good customer experience is understanding your customers’ needs. We are not the primary customers of the airport. That means that our customer experience may not be paramount to their success. Customer Experience
  • BIZNOLOGY  |  FRIDAY, NOVEMBER 4, 2016
    [Customer] 4 Ways to really engage your customers on social media
    The good news is that it’s easier than ever to increase customer engagement with videos or engage them in conversation through contests and thoughtfully-worded posts. People want and like a better customer experience, so make sure to give them one if you want to really engage them. One of many mistakes small businesses make while trying to grow is failing to really inspire customer engagement.
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