1 Nov 2017

How Customer Journeys & Personas Can Guide Marketing and Sales Teams

Emily Dallaire
Posted in: Customer Experience, Customer Journey, Marketing Strategy, Personas & Segmentation

Marketing and sales teams often grow into silos. And although both are working toward the same goal, they have a lack of shared knowledge about where - and how - they can fit together based on customer activity.

24 Oct 2017

9 Low-Tech Ways to Prioritize Your Customer Before Your Brand

Megan Jensen
Posted in: Customer Experience, Customer Journey, Customer Research, Marketing Strategy

Priorities in business usually revolve around financials and forecasting, resources and revenue, team building and technology. It’s easy to become myopic and lose focus of the most important thing in the world: your customers.

16 Oct 2017

Automating Customer Service with Message Bots: Tips & Takeaways

Nazia Zaman
Posted in: Artificial Intelligence (AI), Customer Experience, Next Revolution, Robotics

The other day, I sent a birthday wish to my brother, living on the other side of the globe, via Facebook Messenger. Right after I hit “Send” on the message, Facebook's very own M popped up asking if I needed some help.

7 Nov 2016

CRM Systems: Strategy for Success

Matthew McGarry
Posted in: Business, Business Requirements, CRM, Customer Experience, Marketing

Multiple divisions of your business interact and collaborate to develop these strategies. But C-suite executives typically lead the way. If you’re one of these executives – whether it’s a Director in Marketing, Technology, Media Strategy, Program Management or Operations – you craft the vision and have an integral role in building your organization’s brand and promoting your products/services. And Customer Relationship Management (CRM) solutions can play a key part in bringing those strategies to life.

29 Aug 2016

4 Essentials: How to Engage Your Customers as Individuals

Susanna Oliver
Posted in: Customer Experience, Customer Journey, Digital Experience, Strategy, Brand, Audience, Message, Targeted Marketing Programs

Imagine a world with a store stocked just for you. Everything you need is on the shelves. It caters to your styles, favorite colors and lifestyle. Because this store is customized just for you, it isn’t cluttered with stuff you don’t need or stuff you have no interest in, so you can focus on what you need.

4 Feb 2016

Connecting with B2B Buyers: Where to Start?

Brent Teiken
Posted in: B2B, Brand Strategy, Customer Experience, Marketing, Strategy, Brand, Audience, Message

Earlier this year, Ad Age published an article entitled “Seven B-to-B Marketing Trends That Will Shape 2015.” In the article, Adam Kleinberg, CEO of Traction, said, "We need to realize that B-to-B customers are people. They go home and watch American Idol and they sit in traffic on the way to work. They have the same humanity and cultural insights you see in consumer work.”

8 Jan 2016

I, Consumer: Balancing Data vs. Innovation

Jason Jacobson
Posted in: Customer Experience, Innovation, Marketing

Today's obsession with data merits a little contemplation. It's not that I have an aversion to data. Quite the opposite, actually. But it's easy to go adrift treading in an ocean of information.

7 Dec 2015

Risk Aversion & Rotten Tomatoes

Jason Jacobson
Posted in: Creative Strategy, Customer Experience, Digital Experience, Digital Marketing, Integrated Marketing, Brand, Audience, Message, Targeted Marketing Programs

I'm a consumer in the Digital Age, which means I peruse popular opinion before I make a lot of purchases. Today was no exception.

9 Nov 2015

Driving Quality Engagement: How to Build Better Lead Generation Forms

Emily Voigtlander
Posted in: Customer Experience, Demand Generation, Digital Marketing, Integrated Marketing, Marketing Automation, Online Forms, Personas & Segmentation, Scoring, Strategy, Brand, Audience, Message, Lead Management Strategy, Targeted Marketing Programs

The main goal of any business should be to connect and engage with customers in a meaningful way. That starts with understanding your customers’ behaviors and expectations. The next step? Translate that understanding into experiences customized for each member of your audience.

9 Oct 2015

User Experience (UX): Going Beyond the Web

Katie Kosel
Posted in: Branding, Customer Experience, Design, Design Thinking, Digital Experience, User Experience (UX), Brand, Audience, Message, Buyer Journey Optimization, Targeted Marketing Programs

What do you think of when you hear the term “user experience”? If you’re like me, you typically associate user experience with the web. Creating a positive user experience has become standard for web design, but considerations for UX shouldn’t stop there.