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The 4 Most Important Customer Experience Metrics

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Today, customer experience measurement has reached mainstream acceptance and its adoption is the result of proven experimentation by the many pioneers of online customer satisfaction research. One of the most hotly debated questions when discussing customer experience measurement is, ‘what metrics are the best?’. Customer Experience

5 Must-Attend Customer Experience Conferences in 2017

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Today, consumers are more informed, more demanding and have higher expectations than ever before. As a result, many companies are being held to a higher standard with consumers not putting up with a poor experience. This new paradigm has forced even the most entrenched companies to start focusing on the customer and providing an exceptional experience. Customer Experience

Retail Technology: Building a Better Customer Experience

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Retailers today are tasked with creating the most engaging, exciting and personalized experiences possible for their customers. This not only goes for brick-and-mortar locations, but for the overall, omni-channel experience ranging across platforms and devices. Customer Experience

What You Need To Know About First, Second and Third Party Data

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Getting your hands on the right data to create effective and precise audience segments is tough. Digital Marketing

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

[Infographic] The Hierarchy of Needs: Citizen Experience in the Public Sector

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In my previous blog posts ( The Metrics you need to Improve the Citizen Experience and What is the Citizen Experience in the 21st Century ?), I have highlighted that public satisfaction tends to improve when governments provide citizens with world-class digital services. This model specifically examines the importance of measuring the quality and effectiveness of citizen interactions.

How To Get The C-Suite Behind Your Customer Experience Initiative

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The customer experience is critical to succeeding in today’s hyper competitive landscape. However, it will almost always require cross departmental support from marketing and IT to sales and finance. Typically, this means that before a customer experience initiative can get off the ground you need buy-in from the entire C-suite. Customer Experience

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4 Ingredients of a Successful Customer Experience Program

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Today, consumers have high expectations, are more informed and have the ability to switch brands at a moment’s notice. This new reality has forced even the most entrenched businesses to start focusing on the customer and providing an exceptional experience. Customer Experience

5 Reasons You Should Consider A Fully-Serviced Voice of the Customer Solution

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There is no questioning it; we are living in the age of the customer. This means that marketers need to better understand customers and shift to a customer-centric mindset. The most effective way to understand your customers’ intentions, needs and experiences is through running a Voice of the Customer (VoC) program. Customer Experience

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

[Infographic] 5 Facts Impacting The Mobile Experience

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Mobile usage has reached an all-time high, and the number of mobile-only Internet users continues to rise. In 2016, 80 percent of North America will access the Web through their mobile devices , meaning that brands need to focus on the mobile experience to remain competitive. Customer Experience

3 Principles You Can’t Ignore When Analyzing Text Feedback

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What do your customers want? This is a question that every company is striving to answer. Typically, the best method is to just ask. Asking customers on your website to provide feedback and answer open-ended questions, like “what do you want to see on this website”, allows customers to describe in their own words what they want. Market Research

Top 5 Customer Experience Trends For 2017

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The new year has arrived, and with the start of any new year comes the onslaught of predictions of what is going to make it big in 2017. Already, we're hearing this will be the year when chat bots, virtual reality and voice search gain a permanent foothold in our world. Customer Experience

What is the Citizen Experience in the 21st Century?

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This is the first blog post as part of a series that explores the meaning of the digital Citizen experience, and the common challenges that governments face to meet the needs of its citizens. The role of the government and the services it provides are a crucial part to the fabric of society. Citizen Experience

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.

Top 5 Customer Experience Trends For 2016

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The new year is upon us and with it comes a new set of predictions. 2016 has already been pinned as the year of virtual reality. With a new wave of predictions comes increasingly lofty expectations on marketers to leverage new technologies and deliver flawless customer experiences. Customer Experience

How Programmatic Media Buying Works: A Beginners Guide

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Programmatic advertising is reshaping the way digital media inventory is bought and sold and it is growing, fast. This year 66 percent of marketers expect to increase their programmatic advertising budgets, according to AdRoll. Digital Marketing

How to Improve the Citizen Experience for Youth, Minorities and People with a Disability

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Today, governments are pushing to create openness and transparency to establish trust amongst their citizens. According to opengovpartnership.org , a transparent government is a key focus for over 85 countries to develop ways in which they can be more open with their citizens. One of the crucial steps for an open government initiative is collecting feedback. Citizen Experience

What's Happening to the In-Store Experience?

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The rise of ecommerce has happened fast, and it won't be long before online sales outpace revenue from brick-and-mortar stores. Consumers are becoming more comfortable making purchases online, and the web offers a much wider range of products and services than physical store locations. Customer Experience

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

Customer-Centric Roundup: January 2017

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2016 was a big year for digital marketing, but the world is constantly evolving. With innovations and consumer preferences rapidly changing, it's important to operate with a forward-thinking mindset. Customer Experience

Rethinking Retail at DTLQC Conference

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Last Thursday I had the pleasure of attending DTL QC , a conference hosted by the Retail Council of Canada that brings together retail decision makers and influencers to rethink retail in the age of disruption. The conference touched on a range of topics including digital trends, bricks and mortar innovation, the customer experience , and retail operations. Customer Experience

Recap Of Adobe Summit Day 1 – Making The Experience Your Business

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Yesterday marked the opening of the Adobe Summit, the largest digital marketing conference in the world. This year, over 12,000 attendees have made their way to Las Vegas to discuss the latest industry trends and learn valuable skills how to create flawless experiences. Digital Marketing

Why Intent Data is the Elixir of Personalization

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A historic challenge faces today's marketing professionals. They are tasked with creating unique, valuable, relevant experiences in an environment where the number of messages and channels has reached unprecedented heights. Digital Marketing

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Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

Top 5 Customer Experience Trends For 2016

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The new year is upon us and with it comes a new set of predictions. 2016 has already been pinned as the year of virtual reality and all things Facebook. With a new wave of predictions comes increasingly lofty expectations on marketers to leverage new technologies and deliver flawless customer experiences. Customer Experience

[Infographic] The Power of Intent Driven Retargeting

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Today we are awash with retargeting ads. It is now common place to see an ad for a product you looked up on Amazon pop up on your favorite news site. This should come as no surprise as marketers are spending around half of their digital ad budgets on retargeting , according to Adobe digital marketing research. Digital Marketing

3 Data Points To Bridge The Gap Between Your Adobe Analytics and Voice of the Customer Data

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In today’s online environment, where you can leverage web analytics solutions like Adobe® Analytics to track how your visitors interact and navigate your website, there is one vital thing that these solutions can’t do: Get inside the mind of your visitors. Digital Marketing

How Advertisers Can Navigate the Private Marketplace: A Beginner's Guide

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This is the third blog post in a series that examines different programmatic media buying tactics. In my first blog post, I looked at how programmatic media buying works , the second article detailed how to run prospecting campaigns. In this post, I will outline how to navigate the private marketplace. Digital Marketing

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

How to Create Effective B2B Retargeting Campaigns

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Guest post by Sheri Kimura, Communications Manager at AdGear. Does your sales team wish that they could create some sort of relationship with prospects before reaching out to them for the first time? Thankfully, with the emergence of marketing tools, insight data, and flexible platforms, it is possible: you can warm-up your leads before your sales team makes the cold-call. Digital Marketing

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[On-Demand Webinar] Customer Experience is the New Marketing

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Today customers are in control. With the rapid adoption of technology, customers now know more about your products, services and pricing than you do, and their expectations are higher than ever. In the age of the ever demanding and empowered customer, organizations need to adapt quickly to stay relevant. Customer Experience

11 Holiday Retail Stats That Every Marketer Needs to Know

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Retailers worldwide are preparing for the most profitable time of the year, striving to make this holiday season the most lucrative yet. As always, a number of new trends are impacting the ways customers approach holiday shopping, and retailers must be on top of these developments to gain an edge. Digital Marketing

How to Use Personalization to Increase eCommerce Conversions

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Today, personalization is all around us, from when we turn on our TV to watch Netflix, to when we visit the Amazon site to buy that perfect present for someone. We are seeing content and ads that are specifically tailored to us. But how effective is all this personalization? Is it worth the effort? And how can retailers actually get a return on their personalization efforts

6 Facts You Need To Know About The Mobile Experience

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The mobile phone has transformed the world. We are now connected like never before with smart phones becoming our main gateway to the internet and the world. According to eMarketer, there will be over 30 million mobile-only internet users by 2016. Customer Experience

3 Skills Every Director of Customer Experience Needs to Succeed

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Now that consumers are empowered by technology and have more choices than ever, brands must adapt to this new business paradigm, and fast. And, like any other major business strategy, a customer experience initiative needs strong leadership to be brought to fruition. Customer Experience

What Retail Marketers Need To Know About The Omni-Channel Customer Experience

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Marketing has undergone a major transformation in the digital age, and today shoppers demand better, faster and more seamless experiences. This means that brands need to provide omni-channel experiences that allow customers to engage with a company wherever they are, be it in-store, using a mobile app or browsing a catalog. Customer Experience

[Infographic] A Comparison Of The Most Used Data Management Platforms In Canada

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As programmatic cross-channel advertising becomes a standard practice among businesses, marketers are assessing better ways to gather and utilize first-party data (Your website user data). Digital Marketing

How Not To Lose Survey Respondents and Alienate Customers

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Asking your customers to complete a survey is like starting a conversation with them. By accepting an invitation to participate in your survey, they are agreeing to take the time to dialog with you about what they thought of their experience. Market Research