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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. In the past, word of mouth was fleeting and temporary. Now, with the Internet, it’s easy for a single review to severely damage or ruin a company’s reputation. Negative reviews can tank a product, or even a whole product line, leaving businesses struggling to move inventory. …

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Why Customer Success May Not be Driving Growth for Your Brand

August 22, 2017 by Carlos Hidalgo It has long been thought that part of delivering a world-class customer experience is ensuring customer success. B2B organizations are making large investments in their customer support while simultaneously building out customer success functions. The prevailing thought is if we can help our customers be successful, this will lead to a good experience, which …

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Are Companies Ignoring Their Best Source for Buyer Insights?

August 17, 2017 by Tony Zambito In the past few years, the data analytics revolution has continued unabated in the worlds of B2B and B2C.  The rise of data analytics is resulting in increased budgets and staff to account for the volume of data that can now be computed and accessed.  This growth in the volume of data has spawned …

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6 Tips to Infuse Storytelling into Digital Marketing

August 15, 2017 by Carla Johnson John Montagu loved to play cards. As a British politician, an aristocrat and the 4th Earl of Sandwich he ran into a problem. He loved snacking while playing cards but the cuisine of the time left his hands greasy from eating meat with his bare hands. In 1748, he ordered his valet to bring him …

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7 Brutal Truths About Innovation No One Wants to Talk About

August 10, 2017 by Carla Johnson I recently shared a post on the brutal truths about creativity that no one wants to talk about, which resonated with many readers. As I’ve talked with people about creativity, they tell me that’s something they ‘aren’t.’ When I take it further get into the transition from creativity to innovation, they tell me that’s …

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Equipping Employees for Customer Experience

August 8, 2017 by Carlos Hidalgo B2B customer experience continues to be center stage with a majority of corporate executives listing this is one of their strategic initiatives for 2017. However, fewer than 15% of B2B marketers (those most often charged with customer experience initiatives) state that they feel “customer experience is ingrained in the fabric of their company, according …

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How Purpose Drives Profit & Performance in Uncertain Times

August 3, 2017 by Carla Johnson Ancient mariners learned how to navigate by the stars for one important reason – when there was nothing else to guide their path, the stars provided an unwavering anchor against which they made decisions. Decisions that led them to destinations that took months or even years to reach. For sailors in the Northern hemisphere, …

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“Tilt” Your Way to Grab Your Audience’s Attention

July 27, 2017 by Chuck Frey In the classic Spanish novel The Ingenious Gentleman Don Quixote of La Mancha by Miguel de Cervantes Saavedra, a nobleman becomes so enamored with stories of brave knights and ladies fair that his perception of reality becomes warped. At one point, he attacks windmills, convinced that he must bravely vanquish these “ferocious giants.” All …

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Leverage Small Team Big Ideas to Catalyze Business Growth

July 25, 2017 by Babette Ten Haken Leveraging small team big ideas are critical components for business growth, scalability and expansion. In addition, these ideas move employees forward from self-limiting thought processes preventing professional development. I’ve found that team composition is highly variable in small to mid-size businesses. Not only are employees hired to fill individual positions. Also, regard for their …

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How to Build a B2B Marketing Team

July 20, 2017 by Tom Pick One of the most critical aspects of creating a roadmap for business growth is staff planning. Other than cash flow analysis, it may be the most crucial element. Without cash, you don’t have a business. Without people, nothing gets done. Staff planning ensures you have the right people in place at the right time to support …

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Nurturing Corporate Culture: It’s Critical to Get Employees On Board

July 13, 2017 by Michelle Smith Randstad’s Work Watch survey reveals company culture is a critical driver of business success. In fact, two-thirds of employees believe company culture is vitally important to the success of their organizations, noting it has the greatest impact on their morale and productivity. While corporate culture may be the secret weapon to retaining workers and increasing productivity, many work cultures have …

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How to Turn Creativity Into Business Value and Growth

July 11, 2017 by Carla Johnson We all have ads and campaigns that stick with us. They’re clever, entertaining and memorable. But does this mean anything to anyone outside of marketing? Turns out, it should. McKinsey & Company recently used a quantitative measure that looked at the connection between creativity and business performance. To do this, they developed the Award …

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How the Internet of Things Will Disrupt Digital Marketing

July 6, 2017 by Beth Kotz The Internet of Things (IoT) is omnipresent and always-on communication, carrying out functions that both impact and reflect our physical world. For marketers, the way in which Internet connectivity has spread to include formerly-analog everyday objects presents an exciting array of new opportunities. Now that almost anything—from your watch or your pacemaker to your …

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7 Steps to Contextually Relevant Customer Experiences

July 4, 2017 by Carla Johnson There’s an unequivocal connection between brand stories and customer experiences. Companies that don’t have a solid narrative in place are the ones guilty of creating ad hoc, schizophrenic experiences. The kinds that leave people hanging, wanting to take the next step, but there’s no path to follow. We’ve seen great companies make the transition …

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Marketing’s Role in CEO Success – Do You Play a Part?

June 29, 2017 by Carla Johnson Successful CEOs understand that the ability to communicate and drive ideas forward is one of the most important skillsets of a modern-day executive. It’s not a nice-to-have, but a requirement of leadership. And even in a digitally driven world, the best know that offline and in-person communication matter equally. In their report, The CEO …

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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. Producers of a wide array of products—from vehicles to machine tools to jet engines to officer copiers—now have access to the kind of user and usage data that, not long ago, only …

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11 Brutal Truths About Creativity That No One Wants to Talk About

June 22, 2017 by Carla Johnson Creativity is a funny thing. People tell me they want more creativity in their life. They’re itchy to stretch themselves with new ideas at work. They yearn to work on amazing projects that become the envy of their peers. And they have a hankering to get out of the mind-numbing routine of their everyday …

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Ready to Modernize Your Marketing? Here’s the First Step.

June 20, 2017 by Suzanne Martin Change. It’s hard and intimidating. And as marketers, we’re facing what can feel like more than our fair share of it. I know how it feels to work in a changing industry. As CMO of The Mx Group, my goal is the same as yours: to turn marketing investments into revenue. To generate leads, …

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How Marketing & HR Can Build a Much Stronger Brand Together

June 15, 2017 by Michelle Smith Enduring brands are built by people – not ads, clicks or views. Marketing has traditionally taken the lead in communicating the corporate brand promise, but when it comes to delivering on those promises, its people from all around the organization who have to do the meticulous work of successfully bringing the brand promise to …

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The (Fixable) $600 Billion Hit to Your Bottom Line

June 13, 2017 by Carla Johnson I’ve written many times before that no company can deliver remarkable customer experiences without an eye to employees and their level of engagement. Marketing and sales often make promises and write emotional checks on which employees never deliver. It’s not that they can’t deliver, but rather, they don’t want to because of how they’re …