You’ve Bought the Technology, But Can You Use It?

Automation You’ve Bought the Technology, But Can You Use It?

8y Steve Denner

You’ve Bought the Technology, But Can You Use It?

Marketing automation software may promise a technological utopia but, once you've invested, are you getting the best out of the increased functionalit...

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Show Your Subscribers Some Love

B2C Email Marketing Show Your Subscribers Some Love

8y Jim Davidson

Show Your Subscribers Some Love

When the love is lost, saving the relationship with your subscriber can be tricky. However, there are several ways you can show your subscribers how m...

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When Is a 4-Star Rating Better Than a 5-Star Rating?

Local When Is a 4-Star Rating Better Than a 5-Star Rating?

8y Gregg Stewart

When Is a 4-Star Rating Better Than a 5-Star Ratin...

The answer? "Almost always." The reason is simple; consumers do not expect a business to be perfect. The key the consumer is looking for is how the bu...

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4 Ways to Enhance Digital Customer Experience in China

Asia 4 Ways to Enhance Digital Customer Experience in China

8y Elisa Harca

4 Ways to Enhance Digital Customer Experience in C...

E-commerce savvy consumers in China display distinct behavioral patterns and smart retailers should be able to use these to reinforce their digital st...

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It’s OK for the Old Dinosaurs to Die

Analytics It’s OK for the Old Dinosaurs to Die

9y Jack Aaronson

It’s OK for the Old Dinosaurs to Die

If cable companies can modernize and improve their customer service, they will be on their way to competing with the more modern companies. But contin...

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Getting Social Customer Experience Right

Social Getting Social Customer Experience Right

9y Dave Evans

Getting Social Customer Experience Right

A look at how three brands are encouraging positive, socialized conversations that are aligned with business objectives and a desire to grow brand val...

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How Fun Brand Initiatives Will Win Customers in 2014

Marketing How Fun Brand Initiatives Will Win Customers in 2014

9y Thomas Mueller

How Fun Brand Initiatives Will Win Customers in 20...

Brands that resolve to have fun -- but do so in an enlightened way -- will set themselves apart in 2014. Read More...

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Where Did We Lose the WOW in Retail?

Ecommerce Where Did We Lose the WOW in Retail?

9y Mark Quinn

Where Did We Lose the WOW in Retail?

Have we really fallen so far that simply doing the job puts us in the category of wowing a customer? Columnist Mark Quinn examines the WOW factor in r...

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When Customers Understand Your Business, You Win

Social When Customers Understand Your Business, You Win

9y Dave Evans

When Customers Understand Your Business, You Win

Ultimately, building advocates is in your business interest. Transparency -- not only in conduct, but also in the processes that create customer exper...

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The Role of CRM in Delighting & Surprising Customers

Automation The Role of CRM in Delighting & Surprising Customers

9y Ramon Ray

The Role of CRM in Delighting & Surprising Cus...

Customer Relationship Management (CRM) is so much more than a customer list and knowing a few birthdays and zip codes. Columnist Ramon Ray makes the c...

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Fixing Customer Care: The New Social Marketing

Social Fixing Customer Care: The New Social Marketing

9y Dave Evans

Fixing Customer Care: The New Social Marketing

Customer care is going social. Take the time to build a robust ROI model and then measure the contribution of your social customer care efforts. Ther...

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Are Social Media Metrics Lying About Your Brand and Customer Interactions?

Analytics Are Social Media Metrics Lying About Your Brand and Customer Interactions?

9y Bryan Eisenberg

Are Social Media Metrics Lying About Your Brand an...

Great metrics often disguise mediocre performance. That’s what happens when metrics are focused inwardly on company performance instead of customer ex...

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Proactive vs. Reactive Customer Service

Analytics Proactive vs. Reactive Customer Service

9y Jack Aaronson

Proactive vs. Reactive Customer Service

Smart consumers now expect companies to be proactive to their needs and smart companies are stepping up to the plate and surpassing customer expectati...

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Social Users Expect One-Hour Response Time from Brands on Twitter [Study]

Social Social Users Expect One-Hour Response Time from Brands on Twitter [Study]

9y Jessica Lee

Social Users Expect One-Hour Response Time from Br...

New research from Lithium Technologies shows that more than 70 percent of Twitter users expect a response from a brand they've tweeted within one hour...

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How Media Companies are Learning from Social Conversation for 'Always-On' Engagement

Analytics How Media Companies are Learning from Social Conversation for 'Always-On' Engagement

9y Pelin Thorogood

How Media Companies are Learning from Social Conve...

Viacom Entertainment Group's Shari Cleary talks social analytics and engagement in a fire-side chat with Pelin Thorogood at the recent Pivotcon event ...

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Create Audience Experiences That Drive Recommendations

Social Create Audience Experiences That Drive Recommendations

9y Dave Evans

Create Audience Experiences That Drive Recommendat...

These three instances of online experience creation stand out. Plus, a fourth customer experience tip may surprise you. Read More...

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Seven Lessons from the World’s Greatest Marketer

Marketing Seven Lessons from the World’s Greatest Marketer

9y Sundeep Kapur

Seven Lessons from the World’s Greatest Marketer

Today, we join citizens around the globe in the celebration of Gandhi Jayanti, the birthday of Mahatma Gandhi. See seven lessons from Gandhi, the worl...

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Four Ways to Turn Customer Frowns Upside Down via Social Media

Asia Four Ways to Turn Customer Frowns Upside Down via Social Media

9y Guest

Four Ways to Turn Customer Frowns Upside Down via ...

Social media has given consumers a powerful medium to voice complaints and vent frustrations, Yeoh explores if there's a way for brands to move beyond...

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Services Marketing in the Internet Age

Asia Services Marketing in the Internet Age

9y Mandar Marathe

Services Marketing in the Internet Age

Consider these recommendations to improve service and differentiate your business. Read More...

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How to Avoid Social Media Humiliation

Asia How to Avoid Social Media Humiliation

10y Charlie Pownall

How to Avoid Social Media Humiliation

Consider these pointers to avoid a social media crisis. Read More...

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Social Media Basics

Asia Social Media Basics

11y Patrick Tam

Social Media Basics

Barrier entry to social media may be low but not everyone is doing it smartly. Here's a practical guide to getting started. Read More...

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Creating a Valuable Online Banking Experience for Consumers

Asia Creating a Valuable Online Banking Experience for Consumers

12y Andrew Knott

Creating a Valuable Online Banking Experience for ...

Financial brands must develop balance innovation, security, and human relationships. Read More...

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