Employee Branding is a Critical Component of the Customer Experience
Employees are critical to delivering great customer experiences. When employees are treated fairly and feel empowered, they in turn deliver better experiences for customers.
Retail Relationshipping: Who’s “Besting” the Competition?
If you study these retailers, you also find that they are keenly focused on forging relationships with their customers.
What Matters Most to Online Consumers Right Now
How can sellers keep the online consumers they’ve won over the past two years?
Cookie-less Acquisition Strategies or Bust: What Google’s Delayed Phaseout of Cookies Means
The long foretold ‘cookiepocalypse’ has been delayed … again. Even so, marketers wanting to escape the ongoing uncertainty must take matters into their own hands.
How Customer Support Increases Customer Loyalty in Times of Crisis
When new business becomes difficult in such times, good customer service can not only ensure stable and good customer relationships, but also offer additional cross-selling and up-selling business.
The Benefits Of A SaaS Loyalty Points Bank
The points bank, combined with the loyalty rules module, form what many people refer to as the ‘loyalty engine’ which enables any form of customer incentive to drive desired behavior.
The Importance of a Data Governance Roadmap
Building a DG roadmap requires an understanding of what needs to be done and how to do it.
Crossing Borders: Growing Ecommerce in South Korea
Do you need a local entity to conduct e-Commerce business in South Korea?
How Can Subscription Business Models Help to Generate More Revenue and Reduce Churn?
Ray Bak, Head of Commercial Partnerships at Worldline, describes how subscription business models and improved billing operations can reduce churn and increase the monthly recurring revenue (MRR) in the fast-growing world of subscription services.
Metaverse: A Virtual Universe with Very Real Opportunities
The Metaverse, the digital world’s Next Big Promise, is being seen as a parallel “3D virtual world” where each human being gets to own an avatar as an identity.
How the Right Dimensions Can Make your Loyalty Programme a Masterpiece
With consumer behaviours dynamically evolving, brands need to enhance their loyalty offerings to provide customers more personalised, engaging experiences.
Building Brand Ethos: Why Emotion Matters
People are drawn to the emotions that drive a brand’s motivations, and when users and consumers alike can attain a full picture of a brand, it encapsulates a significant idea: brand stories are essential.
I Pity The Fool: Data Correlations, Predictions, and Causations
If you’ve ever wondered how the per capita consumption of mozzarella cheese correlates with civil engineering doctorates awarded ...
When Data Privacy Became a Startup’s Nightmare
For many startup companies, the only hope lies in a data privacy law. Twitter Inc. recently took the…
How to Communicate Supply Chain Driven Shortages and Delays to Customers
The customer experience very much depends on how you do it.
More ‘Trust’ in Shampoo Brands than in Media Finds Brand Keys Brand Trust Survey
For the past five years the survey has identified the contribution that the single value – “trust” – makes to program engagement and positive viewership behavior toward TV news brands.
Big Conversational Data Delivers More Human Engagements
In general, it’s all about making things easier for the average user by making conversations feel more helpful and human at every touch point.
New Study Measures Effects of “Recession” On Brand Loyalty
While a recession may force consumers to adjust their spending or even buy a substitute brand, it doesn’t affect their loyalty to a brand.
Wiedemann: There is a Right Way to do Consumer Data Privacy
"From the brand perspective, my recommendation remains: full transparency, full control for the customer, and full effort to ensure security of data."
“Get Messy”: Gen Z Insights with New Moon
"Gen Z is much more experimental, they're much more messy, more chaotic, more emotional [on social channels]."
Trading U.S. Dollars for Gen Z Data: Navigating the Currency Exchange Rate
Data analysis showed that Generation Z is considerably more cautious of sharing data than other generations. However, the overall willingness to share is positively impacted by financial incentives.
What Does it Take to Build an Unforgettable Experience?
Digital experiences are an integral part of how a brand comes to life. Rajesh Midha, CEO of Bottle Rocket, explores what it takes for brands and businesses to stand out and deliver personalized customer experiences and meaningful emotional connections.
It’s Time for Design Thinking in Data Projects
Design thinking looks beyond traditional procedures and practices of logic-based problem-solving, to the perspective of those who use the product or service.
2022’s Most Innovative Brands: Apple, Dove, Beyond Meat, Pfizer, Hyundai, TikTok, Hulu Lead
Consumer expectations are today’s gateway to innovation. These top 50 brands are today's innovation leaders.
Improve B2B CX with Revenue Enablement
"I concluded that relying more on first-party data is right but that we are looking in the wrong places for it. That we are not leveraging our daily interactions with clients enough."
How Brands can Grow Omnichannel Loyalty in a Sophisticated Online Marketplace
The customer loyalty and engagement industry has seen significant evolutions in recent years.
Marketers are Finding Their Voice in Customer Data
While technology makes it easy to measure the success of campaigns in real-time, it cannot replace the creative process or handle unpredictability which is where human ingenuity comes in.
Trying to Break Through with Health and Wellness? Up the Indulgence.
Widen the aperture of your food innovation with the TRUE reasons consumers treat, indulge, or otherwise act in “irrational” ways – and serve wellness pursuits beyond what meets the eye.
4 Signs a Customer Data Platform might not be a Fit for your Brand
A CDP isn't always a good fit for your organization and its martech stack. Here are four signs that should give you pause before making an expensive, time-consuming commitment.
Customer Attrition: Why are you Losing Customers?
What happens to these lost customers? Where did they go? Why did they leave?
GPT-3? No, it’s not a new Star Wars Character – but instead an Evolving Foundational AI Model with Huge Potential
This has the potential to scale AI to an entirely new level, not just surfaced through voice or chat bots, but to improve employee experiences.
Cognitive Bias and Instigating Innovation
Employees who are empowered to make collaborative problem-solving and creativity a part of their cultures win big in the innovation space.
5 Common UX Mistakes, and How to Avoid Them
Steer clear of these UX mistakes, and users will be thankful.
The Five Zeros Reshaping Stores
Consumers now demand much more than value and convenience—and tolerate fewer shortfalls.
The New Eight Ps of Relationshipping
Meet the new Eight Ps of Relationshipping: personalization, product personalization, presence, pervasiveness, publishing, platform, prediction, and privacy.
Let Your Brand Strategy Be Your Superpower
If you find it difficult to make the case for investing in brand strategy, consider exploring and communicating how and why it can take your organization to new heights.
How Real-Time Analytics Creates Operational Intelligence and the Future of Data-Driven Decision-Making
When it comes to gathering and using data to improve their operations, most companies still use batch-based data warehouses to crunch datasets weeks or months after the fact.
Digital Nativism: A Diagnostic Manual
Understanding digital native behavior is the key to better marketing.
Five Years of Personalization and Consumers Still Want More
Brands need to deliver experiences that move at the speed of the customer, and investing in personalization improvements over time will build an engine that can do just that.
7 Ways to Better Utilise your Marketing Automation Platform
Gartner analyst shares a range of practical measures B2B marketing leaders can take to lift their utilisation of martech.
Where Are You on the Customer Data Maturity Curve?
Businesses must marry a sophisticated strategy with modern technologies that can unify and centralize all of their customer data.
The CXO: who it is and why you need one
To deliver the best possible CX, you have to place it at the heart of your organization’s culture and ensure it influences every aspect of your business, every day.
How to Measure Customer Engagement
To measure customer engagement effectively, you need a way to collect data from each channel. Then you need to aggregate it to see the effect of integrated, omnichannel campaigns.
Three Tips for Solving the ‘CX Trilemma’ and Winning Customer Loyalty
Businesses need to consider these three key areas that make up the CX trilemma to provide the best customer experience possible and keep up with consumers rising expectations.
Hybrid Work: Closing the Gap Between Customer Expectations and Delivery
Companies are no longer competing against the service delivered by competitors but rather against the best experiences customers have received from companies in other industries too.
Bringing Innovation In From the Cold
Innovation is like a wise but cranky old uncle that many companies keep up in the attic, out of sight, until the need is so great that they bring that uncle front and center of some of their biggest problems.
Setting Targets for Your Marketing KPIs Basically Ruins Them as KPIs
“Any observed statistical regularity will tend to collapse once pressure is placed upon it for control purposes.”
Customer Communications: The Value of Relevancy
It’s simple really. When you know who you are talking to, it’s a lot easier to have a relevant conversation.
Wiedemann: Immersive Email has Arrived
The direct mail/email to iMailer experience just makes it easier for your prospect to get to what they want to examine and purchase.
Is Your MarTech Stack Ruining Your Customer Relationships?
It might be time to ask yourself "Is my MarTech stack making things better for my customers, or worse?"