The 4 Most Important Customer Experience Metrics


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.

Retail Technology: Building a Better Customer Experience


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.

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6 Stats That Show How The Customer Experience Impacts Your Bottom Line


In the age where your customers have continuously-increasing buying power, Customer Experience (CX) is emerging as the key differentiator. Customer Experience

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


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

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Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

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


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.

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


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.

4 Ingredients of a Successful Customer Experience Program


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

Top 5 Customer Experience Trends For 2016


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.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

Top 5 Customer Experience Trends For 2017


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

[Infographic] 5 Facts Impacting The Mobile Experience


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.

Can You Pass This Customer Experience Quiz?


In today’s world of the ever-demanding and empowered customer, organizations need to adapt quickly to stay relevant. As a result, the customer experience (CX) is paramount, and a key differentiator. No longer can the customer experience be an afterthought. To succeed, the customer experience has to be at the epicenter of a brand's DNA. Customer Experience

3 Principles You Can’t Ignore When Analyzing Text Feedback


What do your customers want? This is a question that every company is striving to answer. Typically, the best method is to just ask.

What is the Citizen Experience in the 21st Century?


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.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

How Programmatic Media Buying Works: A Beginners Guide


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

Top 5 Customer Experience Trends For 2016


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.

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


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.

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


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

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

Making Sense of the 2017 Marketing Technology Landscape


Today, technology has infiltrated every facet of the marketing world. From content marketing to email marketing to the customer experience , technology is playing a central role. Digital Marketing

These 4 Charts Show Why You Must Use Voice of the Customer on E-Commerce Websites


We are living in an unprecedented era where it’s easier than ever to engage with customers. Also, it’s easier for customers to engage with brands. This two-way dialogue with customers can be a gold mine for e-commerce companies looking to improve the experience. Customer Experience

What's Happening to the In-Store Experience?


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.

Rethinking Retail at DTLQC Conference


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.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

[Infographic] The Power of Intent Driven Retargeting


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.

Customer-Centric Roundup: June 2017


We’re halfway through 2017 already, and there continues to be a steady flow of great and interesting articles and studies that dive deep into the customer experience. Let’s look at some of the biggest stories and trends about the customer experience that came out this month. Customer Experience

Why Intent Data is the Elixir of Personalization


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


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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

11 Holiday Retail Stats That Every Marketer Needs to Know


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.

6 Facts You Need To Know About The Mobile Experience


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.

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


Marketing has undergone a major transformation in the digital age, and today shoppers demand better, faster and more seamless experiences.

3 Skills Every Director of Customer Experience Needs to Succeed


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

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.

How to Create Effective B2B Retargeting Campaigns


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?

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[QUIZ] Are You a Digital VoC Rockstar?


Implementing a digital Voice of the Customer (VoC) program on your digital properties can be a win-win for both you and your visitors. But to make sure you and your visitors get the most out of your VoC research, there are some fundamental things that are useful to know as you set up your research. Customer Experience

Top 3 Challenges CX Professionals Face Today


Today, we live in the era of the customer experience. Consumers are empowered by technology and have more choices than ever. To stand out from the crowd, brands need to offer a flawless customer experience. This new paradigm shift is putting pressure on CX professionals to orchestrate a game plan that addresses this important aspect of modern business. Customer Experience

How to Use Personalization to Increase eCommerce Conversions


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?

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.