CX Resources to Improve Customer Experience

CONTENT TYPE: Article | TOPIC: Marketing Strategy

With the Coronavirus pandemic wreaking havoc on businesses around the world, companies may be unsure of what role their customer advisory board (CAB) might play during the crisis. But now is an ideal time for your CAB to take a proactive, leadership role during the current crisis.

CONTENT TYPE: Article | TOPIC: Demand Generation

Upselling makes sense when business is booming, but how about in times of economic uncertainty—like now? Companies that can strategically and compassionately navigate business development conversations in these times will be the ones that emerge intact and in good standing.

CONTENT TYPE: Article | TOPIC: Marketing Strategy

The instability created by the pandemic makes it tricky to simultaneously navigate brands' most pressing and longer-term needs. But one thing is clear: It's more important than ever for Marketing to stay agile, relevant, and ready to adapt—if necessary again and again. Here are a few emerging best-practices.

CONTENT TYPE: Article | TOPIC: Marketing Strategy

It's been nearly 40 days and 40 nights since the US got serious about acknowledging and responding to COVID-19. Like everyone else, marketers have been overwhelmed. The floodwaters surrounding us may be muddy now, but as the currents calm the sediment will settle. Then what?

CONTENT TYPE: Article | TOPIC: Customer Experience

Our CX efforts are not selfless: We provide a positive customer experience because it drives repeat purchases and long-term loyalty. But what happens when there is a once-in-a-century pandemic? CX can't be about maximizing lifetime value.Yes, it's time to get real about customer centricity.

CONTENT TYPE: Article | TOPIC: Marketing Management

Marketers know that marketing initiatives can take months before achieving ROI. Clients, though, may want to see immediate results after launching a campaign. Setting expectations is necessary, but it can be difficult. These five tactics will help set lead-gen expectations.

CONTENT TYPE: Article | TOPIC: Customer Experience

No matter how much value you provide, some customers will drift away. But if you put in some effort, you can create an offboarding process that leaves a positive impression and keeps the door open for future business. Here's what you need to know.

CONTENT TYPE: Article | TOPIC: SEO

Search is often the first, and sometimes only, channel that customers can use to tell you what they want from you. It can also be an opportunity to build credibility, engagement, and loyalty. As you "listen" to customers' searches, you'll want to ask (and answer) these six questions.

CONTENT TYPE: Article | TOPIC: Customer Experience

Five rules form the cornerstone of an effective customer management program in a time of supply disruption. If you get it right, the upside is enormous. If you get it wrong, you will suffer consequences for years to come.

CONTENT TYPE: Article | TOPIC: Customer Experience

Today, data is the most important ingredient for crafting truly personalized experiences, delighting customers, and delivering exceptional value. The marketer's dilemma in the age of data regulation is how to collect that data. Here's what we need to do.

CONTENT TYPE: Article | TOPIC: Marketing Content

Content marketing helps you build an audience that enjoys your content, engages with it, and shares it with peers. The result: a strong content-led company that attracts new and repeat customers. How can you build an ardent customer base with content marketing?

CONTENT TYPE: Article | TOPIC: Marketing Strategy

Price wars create a seemingly unsolvable dilemma: Match the competitor's price and risk losing profits, or ignore the competitor's price and risk losing revenues. Yet, based on a vital but universally neglected business principle, there is a powerful solution to winning—and preventing—price wars.

CONTENT TYPE: Article | TOPIC: Customer Experience

How is your loyalty program doing these days? If it isn't thriving, the four issues outlined in this article could be at fault. They're among the most common problems afflicting loyalty programs today.

CONTENT TYPE: Article | TOPIC: Customer Experience

Marketers know that people gravitate toward a brand they relate to, and they respond to marketing and advertising messages that in some way mirror their lives. But when consumers' views of themselves change, as they inevitably do these days, how can we respond?

CONTENT TYPE: Article | TOPIC: Customer Experience

There is broad consensus that customer experience (CX) is critical as a competitive differentiator. And customer data is now available at an unprecedented scale, along with the technology to enable meaningful, positive customer experiences. So, why is it that CX efforts so consistently fall flat?