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customer engagement
129 posts
QuickTake – the Week in Customer Engagement 4/1/24 edition.
In the fast-evolving landscape of customer engagement, the last two weeks have been particularly rich in developments and…
Breaking Away from Traditional CX Metrics for Enhanced Engagement
In this episode, we discuss the current and future state of Customer Experience (CX) with Dave Norton, Founder…
QuickTake – the Week in Customer Engagement
Recent financial injections and strategic shifts offer a clear indication of the sector’s priorities and trajectory. The convergence…
The Good News and the Bad News about AI
Which do you want first? Research tells us that depends. On whether you’re the giver or receiver of…
A Smarter Approach to Digital Customer Conversations
A conversation with KNOWBL’s CEO and Co-founder, Jay Wolcott In this episode, we sit down with Jay Walcott…
Loyalty Reimagined (Pt 1)
A Blueprint for Active Customer Engagement in Today’s Market Alone we can do so little; together we can…
Podcasts, Social Learning, and Marketing
Plenty of ink has been spilled about the corrosive effects social media has had on culture and society.…
Customize and Make It Personal
Distinct from zooming in, customizing is the lens that guides you to think about how you can take…
Connecting with the Elusive Gen Z and Generation Alpha
For brands and companies to remain relevant to Gen Z audiences, it’s going to be increasingly important to make sure corporate values are aligned with the values this generation espouses.
An Unconventional Path to Tech CEO
Ever wondered what it takes to integrate two companies post-acquisition? Meet our guest, Emarsys‘ CEO Joanna Milliken, an…
Better Retail Performance through Intelligent Engagement
Have you ever wondered how customer data can revolutionize your products and services? This episode brings you Jenni…
Wiedemann: Marketing is becoming Relationshipping
How C Suites Can Profitably Connect the Dots Caveat: my nickname at home is Admiral Obvious, which alerts…
Decoding the AI Impact on Customer Advocacy: Insights from GoDaddy
Ever wondered how AI could revolutionize customer experience? Get ready to be enlightened by our guest, Mel Si,…
How to Gamify Your Customer Engagement Strategy
Each touchpoint should move the customer into a more personalized relationship with a brand, building trust, loyalty, and intrigue.
Four Things to Simplify Your Marketing Strategy in a Complex Market
Too often companies misuse their data because of poorly constructed marketing automation or incorrect assumptions. The economic uncertainty…
Realtime Customer Engagement Pays Dividends
We’re able to show merchants – in realtime – how providing customers with an experience that is specific…
Capillary Technologies: Pushing Boundaries in Loyalty & Customer Engagement
Founded in 2012, Capillary Technologies has been at the forefront of revolutionizing the loyalty and customer experience landscape. Established in…
Creating Resonance: How Values Shape Consumer Engagement
Unlock the power of values in marketing. Join us on this enlightening journey with our guest, David Allison,…
How to Cultivate Loyalty with Consumers Who Aren’t Shopping Just on Price
For businesses that want to build loyalty it can be unwise to compete primarily on price. As economic…
Humanizing Customer Interactions – A Discussion with John Sills
Have you ever pondered how a seemingly insignificant experience can completely transform your perspective? That’s the journey we…
Customer Journey Mapping 3.0
Traditional journey maps, designed qualitatively in a workshop and then immortalized on the boardroom wall, are unfortunately often conceptual at best.
Passikoff: Email Marketing for Fun and Profit. And Loyalty.
Email is not like duct tape. More is not necessarily better! It’s estimated professionals (no specific definition provided,…
5 Customer Engagement Strategies to Boost Sales
In today’s digital world, succeeding in your business goes beyond getting buyers through the customer journey. It’s also…
Passikoff: Winning at the Ultimate Measure of Loyalty
A couple months ago I wrote a column about how to get consumers to behave six times better…
Performance, User Empathy are the New Priorities
Performance is no longer an optional investment for companies looking to access diverse global markets and build customer…
Bring Customers Into Clear Focus
Employees who think their company is customer-centric are very optimistic about their companies and their future. Bad customer…
The 2023 Digital Leader: Progressive Measures to Fight the Recession
An unfortunate reality that goes without question is that the economy will always rise and fall. The inevitable…
Fixing the Customer Retention Problem
Customer retention is intrinsic to the success of any business, whether it’s a startup or an established brand.…
Augmented Reality- What Marketers Need to Know Now
Marketers need to come to grips with the fast evolving digital world – augmented reality, virtual reality, mixed…
Growing Retail Loyalty via Sustainability Discounts
As retailers struggle to retain sales volumes amid heightened inflation and a prolonged recession, innovating customer loyalty offerings…
How to Recession-Proof Your Customers
It’s about keeping your closest customers even closer. Most of my week last week was spent at the…
More C Suites Need This New Officer – Chief Customer Officer
One of the favorite learnings in my career has been The Goldfish in the Bowl syndrome. This simply means…
The Age of AI vs. Customer Engagement and Delight
AI can help businesses engage with and delight customers like never before.
Experience 2.0 – Designing for Emotional Presence
We must now ask, what’s the next chapter of experiential design that can facilitate and deepen emotional presence? How do we unlearn our unconscious biases in order to design for what we need?
Wiedemann: Young’s 3 Immutable Marketing Principles
What Shirley Young taught me about competition and what customers want
How to Calculate and Reduce Churn Rate
The idea that retention is important may seem like a basic concept, but focusing on churn reduction is the best way to utilize resources for many companies.
Future Forecasting: Predicting Customer Behavior with Data
Anticipating your customers’ wants and needs isn't a superpower or gimmicky mind trick – it's a valuable business strategy that supercharges sales!
Genesys Expanding – A conversation with Elcenora Martinez, Global VP at Genesys
Elcenora Martinez, Global Vice President of AI and Cloud Product Marketing at Genesys, talks about their recent acquisition…
Unpacking the “State of the Digital Customer”
A Conversation with Heather Richards, VP GTM Strategy at Verint
Building Loyalty from the Ground Up: Jenn McMillen and TheCustomer
Jenn McMillen provides prescient guidance for marketers who are tasked with building loyalty programs in today's changing and complex marketplace.
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.
TikTok Isn’t the (Only) Answer: What Neuroscience Tells Us About Digital Engagement
The reason someone engages with a given digital medium matters, and that reason isn’t the same across all platforms.
Passikoff: On Cheesy Customer Expectations
To create engagement, to build loyalty, to not go bankrupt, you absolutely need to understand what consumers really expect.
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.
Passikoff: Maybe Your USP Could Use Some Caffeine
If you can engage consumers in a meaningful way, it’ll jolt something in them and have them behaving more positively toward your brand.
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.
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: Likely You Can Pitch, but Can You Catch?
Having strong outbound efforts and a weak inbound search net is like having an ace pitcher on the mound, but a less experienced catcher behind the plate allowing passed balls and stolen bases.
Passikoff: The Least Engaging Brands in the World
Nobody on a “Least Engaging List” makes the kind of money or profits shareholders expect.
Empathy Mapping: The Future of Gamification
Empathy mapping can help organizations shape how they target, engage, and interact with customers.