The 4 Most Important Customer Experience Metrics
JANUARY 28, 2016
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
JUNE 1, 2016
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.
5 Must-Attend Customer Experience Conferences in 2017
FEBRUARY 14, 2017
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
What You Need To Know About First, Second and Third Party Data
SEPTEMBER 7, 2016
Getting your hands on the right data to create effective and precise audience segments is tough. Digital Marketing
How to Build Great Customer Journeys
Make Each Touchpoint a Meaningful Experience
[Infographic] A Millennial's Perspective on the Millennial Consumer
JULY 26, 2016
Millennials, also known as Generation Y, are a big deal, and I’m not just saying that because I’m one of them. Customer Experience
[Infographic] The Hierarchy of Needs: Citizen Experience in the Public Sector
JUNE 23, 2016
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.
How To Get The C-Suite Behind Your Customer Experience Initiative
AUGUST 20, 2015
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.
[QUIZ] Are You a Digital VoC Rockstar?
APRIL 20, 2017
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
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
4 Ingredients of a Successful Customer Experience Program
OCTOBER 9, 2015
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
[Infographic] 5 Facts Impacting The Mobile Experience
MARCH 10, 2016
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.
3 Principles You Can’t Ignore When Analyzing Text Feedback
DECEMBER 11, 2015
What do your customers want? This is a question that every company is striving to answer. Typically, the best method is to just ask.
5 Reasons You Should Consider A Fully-Serviced Voice of the Customer Solution
JANUARY 10, 2017
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.
What is the Citizen Experience in the 21st Century?
MAY 12, 2016
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.
Top 5 Customer Experience Trends For 2016
JANUARY 13, 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.
How Programmatic Media Buying Works: A Beginners Guide
FEBRUARY 4, 2016
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
FEBRUARY 10, 2016
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.
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.
What's Happening to the In-Store Experience?
MAY 20, 2016
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
NOVEMBER 3, 2015
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.
Top 5 Customer Experience Trends For 2016
JANUARY 13, 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.
[Infographic] The Power of Intent Driven Retargeting
SEPTEMBER 15, 2015
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.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
Why Intent Data is the Elixir of Personalization
JULY 19, 2016
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
Customer-Centric Roundup: January 2017
FEBRUARY 7, 2017
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
Customer Experience Metrics Series: Effort
APRIL 19, 2017
This is the first blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand your visitors’ website experience. In this post, we take a look at a Customer Experience metric that has been gaining an increasing amount of recognition: Effort. Customer Experience
[On-Demand Webinar] Customer Experience is the New Marketing
DECEMBER 22, 2015
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.
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?
How to Create Effective B2B Retargeting Campaigns
MAY 3, 2016
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?
11 Holiday Retail Stats That Every Marketer Needs to Know
NOVEMBER 25, 2015
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.
How Advertisers Can Navigate the Private Marketplace: A Beginner's Guide
OCTOBER 13, 2016
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.
6 Facts You Need To Know About The Mobile Experience
AUGUST 27, 2015
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.
3 Skills Every Director of Customer Experience Needs to Succeed
JANUARY 21, 2016
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
JANUARY 15, 2016
Marketing has undergone a major transformation in the digital age, and today shoppers demand better, faster and more seamless experiences.
How to Use Personalization to Increase eCommerce Conversions
AUGUST 18, 2016
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?
How Not To Lose Survey Respondents and Alienate Customers
NOVEMBER 20, 2015
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