Archive for the 'Customer Experience' Category

Why Customer Success May Not be Driving Growth for Your Brand

Posted on August 22nd, 2017 · Posted in Customer Experience, Marketing, Sales

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.. read more

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… read more

How Purpose Drives Profit & Performance in Uncertain Times

Posted on August 3rd, 2017 · Posted in Customer Experience, Innovation, Purpose

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.. read more

How the Internet of Things Will Disrupt Digital Marketing

Posted on July 6th, 2017 · Posted in Customer Experience, 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.. read more

7 Steps to Contextually Relevant Customer Experiences

Posted on July 4th, 2017 · Posted in Change Management, Customer Experience, Storytelling

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.. read more

The 10 Best Customer Service and Customer Engagement Platforms

Posted on June 27th, 2017 · Posted in Customer Experience, Marketing

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.. read more

How Marketing & HR Can Build a Much Stronger Brand Together

Posted on June 15th, 2017 · Posted in Branding, Customer Experience, Employee Engagement

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,.. read more

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

Posted on June 13th, 2017 · Posted in Customer Experience, Employee Engagement, Internal Communications

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.. read more

“Fine” is the F-Bomb of Customer Experience

Posted on June 1st, 2017 · Posted in Customer Experience, Marketing

June 2, 2017 by Shep Hyken Not long ago I was interviewing Kevin Berk, founder and CEO of ServiceGuru, on Amazing Business Radio. We were talking about the word fine… read more

Beyond Campaigns: Focus on Marketing Operations and the Buyer’s Experience

Posted on May 25th, 2017 · Posted in Customer Experience, Marketing, Sales

May 25, 2017 by Nina Kuhlman Speaking marketer to marketer, we both know the great feeling of working with a team to create a new campaign. Goal-setting, brainstorming, storyboards, copywriting,.. read more