Customer Experience
Retailers Need New Tools For Marketing: Forget The 4Ps, Embrace The 4Es
A recent Adobe Think Tank, a video streaming forum, entitled “The Future of Experience Business,” began with a startling premise: “Marketing is an outdated practice, period.”<p>The statement arose from a question about marketing’s role in the experiential economy now that simply selling a product …
MarketingHow to Get Inside Your Customer's Head
How present are you in your customer's world? This just might hold the key to your brand's success.<p>Look back at any of the marketing greats that have come generations before us, and you see one common theme --they all preached about the importance of "knowing thy customer." In fact, nearly all of …
Enriching Customer Experience Tops Hospitality Technology, Theme Park Trends
Customer experience is a mega-trend in hospitality. Consumers are now seeking out experiences that are unique, personal, local and social media …
Mixed RealityHow marketers can survive — and thrive — in the age of the chief growth officer
<i>By Kathy Menis, SVP of marketing</i><p>Coca-Cola has done it. So has a big-name advertising agency. Hershey’s, too.<p>All introduced a role that should put every CMO on notice: chief growth officer. In Coca-Cola’s case, the company even scrapped its original CMO role after a key executive’s …
Customer RetentionHow to use your CRM data to gain an advantage over your competitors
These 8 stats prove that outstanding customer experience can help to protect the customer base against competitors’ raids. With CRM in place, such …
CRMThe Fundamentals of Digital Experience Project Planning
No one said implementing a new digital experience project would be easy, and if they did then they have totally underestimated what was …
UX Design6 Reasons Why Focusing on the Person–Not Just the Device–Wins – Adweek
It’s time to go beyond device and screen to return the focus to what marketing is truly about: people.<p>The promise of digital has always been to …
MarketingWhat Business Owners Need to Know to Keep Their Customers Happy
Research from CMO Council shows what customers like and what makes them feel neglected and frustrated.<p>The keys to any successful business are offering a service people need, at a price they are willing to pay and keeping customers happy. The first two can be challenging enough, but keeping …
Customer ServiceUsing Analytics to Improve the Customer Experience
Customers often only use a portion of the software they pay for — they may use email marketing but not lead scoring, or a keyword checker but not a …
AnalyticsFive good reasons why you need a new approach to commerce
The rate of change in industry today is unprecedented - from connected devices, to a proliferation of new channels, to a diversification of product …
eCommerceBenefits of Mapping Experiences
Experience mapping is no panacea. It will not provide immediate answers outright. Instead, maps are compelling visualizations that draw others into …
InfographicsToday's Customer Experience Technology Stack For The Modern Customer
<i>Listen to CTO of IAC Publishing Labs David Rowley The Modern Customer Podcast</i><p>It used to be that customer experience took place in person or when a customer called a support line; however, the interactions of today’s modern customer are much more digital, meaning there is a huge need for a …
Customer ServiceThe Power Of Digital Transformation In A Data-Driven World
Organizations that view digital transformation as mainly a technology difference from traditional transformation through business process engineering will end up missing the power of digital transformation. How is digital transformation different from business process re-engineering? A digital …
Digital TransformationThe CX secret sauce of Build-A-Bear, Sprint & more
In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies …
CustomersData and design can keep mobile travellers engaged
Our lives have become increasingly mobile, with research showing that US consumers spend more than five hours each day interacting with on-the-go …
Web DesignUsing Artificial Intelligence to Deliver a More Personalized Customer Experience
The explosive growth of structured and unstructured data, along with the availability of new technologies such as cloud computing and machine …
Artificial IntelligenceSephora Opens Experiential Retail Flagship in Boston
Sephora today debuts its first small-format store in the US that’s digitally enhanced with an integrated Beauty Studio for skin care and makeup, key …
Advertising IndustryNew Metro Board committee focuses on the customer experience
I’m well aware that audio of government meetings holds limited appeal to Normal People. That said, I think most of us would agree that it’s welcome …
Los AngelesThe Amazon Model: Can New-Age Technology and Local Touch Co-Exist in Lending?
Online marketplaces are some of the most fascinating businesses in the world. Whether it’s Amazon, Kayak, Uber, Yelp, AirBnB, Lendio, or others, consumers and small businesses have come to expect a great customer experience from these online marketplaces. Just like other markets, in recent years, …
Small BusinessCustomer Journey Mapping Should Take a Page From GPS
“A journey,” said John Steinbeck, “is like marriage. The certain way to be wrong is to think you control it.”<p>Steinbeck knew that lesson well. In …
MarketingCustomer experience paralysis
A poor customer experience can severely impact a company's bottom line. Here's where the breakdowns happen.<p>Creating a personalized experience that …
C-suite LeadershipHow to Manage Customer Relationships Effectively
SCY / Pixabay<p>As business practices adapt, change, and develop over time, new terminology tends to get added to the standard business lexicon. A …
Customer ServiceDifferent Brands Have Different Reasons To Improve Customer Experience
You likely hear a lot about customer experience these days. Business media is full of articles about CX, and the data we collect at Gartner …
AirlinesBrands focused on customer experience will boost the Indian retail market
The Indian retail industry has gone through tectonic changes over the past two decades, according to a report by RedSeer, with a slow transition from …
eCommerceAirbnb, Travelocity, and Hilton Teach the Bad, Better, and Best of Net Promoter Surveys
The Net Promoter Score (NPS) is a go-to customer satisfaction metric. It relies on a simple question, How likely is it you would you recommend <a …
HospitalityThe evolving relationship between brand marketers and agencies [New research]
<b>Brands no longer turn to agencies solely for creative content or campaign management.</b><p>Now, the importance of technology, data, and CX means that …
MarketingThe Hidden Mystery Behind Happy Customers? Try These 4 Tips
The internet has introduced insane levels of competition to virtually every industry. And, as one could expect, higher levels of competition mean …
eCommerceCustomer Perception Data May Be The Best Defense Against Disruptors
AdExchanger |“Data-Driven Thinking" is written by members of the media community and contains fresh ideas on the digital revolution in media. Today’s …
Advertising IndustryWhy data is at the center of leadership shakeups in retail
Should merchandising and marketing fall under the same umbrella in the new retail paradigm? Contributor Rohit Gupta says yes, explaining how …
MarketingThree ways marketing analytics can benefit your customer experience
Companies often focus on metrics that only measure final numbers and figures for costs and profits. However, for industries like marketing where the …
Analytics