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a video streaming forum, entitled “The Future of Experience Business,” began with a startling premise: “Marketing is an outdated practice, period.”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 …

Marketing

How 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 Reality

How 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 Retention

How 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 …

CRM

The 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 Design

6 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 …

Marketing

What 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 Service

Using 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 …

Analytics

Five 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 …

eCommerce

Benefits of Mapping Experiences

Experience mapping is no panacea. It will not provide immediate answers outright. Instead, maps are compelling visualizations that draw others into …

Infographics

Today'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 Service

The 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 Transformation

The 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 …

Customers

Data 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 Design

Using 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 Intelligence

Sephora 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 Industry

New 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 Angeles

The 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 Business

Customer 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 …

Marketing

Customer 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 Leadership

How 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 Service

Different 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 …

Airlines

Brands 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 …

eCommerce

Airbnb, 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 …

Hospitality

The 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 …

Marketing

The 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 …

eCommerce

Customer 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 Industry

Why 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 …

Marketing

Three 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