Blog

Customer Experience

16 Jan 2019

Design Thinking: Empathy & Observation (Pt 3)

Ross Crandall Posted in: Customer Experience, Customer Research, Design Thinking, Leadership, Marketing Strategy

Design thinking is generally applied to product problems, but design can be used on any complex problem - including developing your organization's strategy. Below you’ll find a practical working guide on how to use design thinking methodologies and put this approach to work for your company.

16 Aug 2018

Sitecore, Marketing Cloud & 6 Tips for Better CX

Chris Kulish Posted in: Customer Experience, Marketing Cloud, Personalization, Salesforce, Sitecore

As we discussed in Part 1 of this post, today’s customers are no longer just seeking products. They want relationships with brands, built on trust and two-way communication. And for most companies, that means it’s vital to turn every touchpoint along the customer journey into an exceptional one. But where do you start?

7 Aug 2018

Sitecore + Marketing Cloud Integration = Better CX

Chris Kulish Posted in: Customer Experience, Marketing Cloud, Personalization, Salesforce, Sitecore

What do we mean exactly when we talk about customer experience (CX)? Think of CX as every interaction that a customer has with your business. That may include: face-to-face, website visits, customer communities, online chat with a customer service representative, mobile apps, display ads, social media and more.

24 May 2018

How to Connect the Dots in a Digital World

Chris Hanson Posted in: Content Strategy, Customer Experience, Customer Research, Demand Generation

Sometimes it can be a challenge to create win-win solutions with your organization and your customers. On one hand, your goal is to increase market share and leads with limited resources. On the other, your customers expect personalized experiences, which requires more time and resources - and that can be costly without the right automation tools.

19 Apr 2018

How to Align Your Stakeholders

Trina Isakson Posted in: B2B, Business, Consulting, Customer Experience, Marketing Strategy, Project Management

You’re in a meeting presenting to your stakeholders, what you thought, was a perfectly formulated delivery plan, when you’re faced with one of these dreaded statements: “Where did you get…?” “Why did/didn’t you…?” “I don’t remember…” “This isn’t correct.” You quickly realize your stakeholders are not all in agreement and any changes could have a real impact to your project. Now, it’s important to get their concerns captured correctly and ensure agreement before moving forward.

5 Apr 2018

How to Choose the Right Support Plan for You

Sarah Mayfield Posted in: Customer Experience, Sundog, Support

Downtime and outages come with a high price, especially with ecommerce sites. And when it comes to customer experience and data security, the costs and long-term effects can be even bigger.

1 Feb 2018

6 Ways to Become a Customer-Driven Company

Eric Dukart Posted in: Account-Based Marketing (ABM), B2B, Customer Experience, Customer Journey, Manufacturing

The evolution of technology has radically changed customer expectations, and there’s no going back. So how do you keep up?

15 Jan 2018

4 Expectations of Today’s Customers

Eric Dukart Posted in: B2B, Customer Experience, Digital Experience, Manufacturing, Personalization

B2B. B2C. B2B(2C).The worlds are colliding. The lines are blurring. And the definitions are changing.

3 Jan 2018

4 Methods for Creating Personalized Customer Experiences

Beth Richels Posted in: Customer Experience, Digital Experience, Personalization, Web Personalization

Have you ever had a customer say, “Have you seen the Domino’s pizza tracker? That’s what I want.”

15 Dec 2017

Video: Empowering Partners Across Complex Distribution Networks

Jen Thompson Posted in: Community Cloud, Customer Experience, Events, Dreamforce, Manufacturing, Partner Management Strategy

How do you give your customers a seamless experience with your products and service - especially when you have a complex network of partners or dealers?