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  • Pain Points, Opportunities & Moments of Truth

    Master Class Lesson

    CONTENT TYPE: Master Class Lesson | TOPIC: Customer Experience

    What are the barriers that can stop your customer from progressing at each stage and touchpoint? Areas of friction. Roadblocks. Points where customers get stuck or frustrated.

  • Business Results & KPIs

    Master Class Lesson

    CONTENT TYPE: Master Class Lesson | TOPIC: Customer Experience

    Customer journey maps should drive results! You'll learn to define these outcomes and assign appropriate KPIs to deliver on them.

  • Leading Actionable Outcomes

    Master Class Lesson

    CONTENT TYPE: Master Class Lesson | TOPIC: Customer Experience

    Your journey map will show you where improvements are needed. In this lesson, you'll learn how to drive those improvements with cross-functional support, coalition building, and marketing leadership.

  • You Have Your CJM! Now What?

    Master Class Lesson

    CONTENT TYPE: Master Class Lesson | TOPIC: Customer Experience

    Your Customer Journey Map is a tool. Discover how you can use it now and into the future to drive change, improve your customer communications, and create better customer experiences?

  • Customer Journey Maps for Marketers: Understand and Exceed Expectations

    Master Class

    CONTENT TYPE: Master Class | TOPIC: Customer Experience

    Your customers' expectations are higher than ever. In this Master Class, you'll learn how to map your customer journey so you can understand their motivations and deliver an experience that wows.

  • Customer Experience Management Isn't Enough: Three Steps to Experience Improvement

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    Traditional experience management programs focus mostly on measuring customer experiences. But measuring experiences is very different from improving them. Here's how to take the leap to experience improvement.

  • Struggling With Digital Communication? Here Are Five Ways to Nail It

    Article

    CONTENT TYPE: Article | TOPIC: Communications

    Digital communication is more important than ever, but many marketers are still wondering how to effectively handle engagement tactics and customer experiences in the virtual world. While forming your strategy, keep these five tips in mind.

  • Marketing That Saves Lives: Jasmine Gee on Marketing Smarts [Podcast]

    Podcast

    CONTENT TYPE: Podcast | TOPIC: Customer Experience

    Marketers can truly have a fundamental impact on their audience's quality of life. Jasmine Gee joins us and shares how she's used marketing to help with the Covid-19 vaccine rollout and how she's connected with her audience in a profound way.

  • The Loyalty Loop: How Small Things Add Up to Big Business [B2B Backstage]

    PRO Webinar

    CONTENT TYPE: PRO Webinar | TOPIC: Customer Experience

    In this exhilarating B2B Backstage webinar, best-selling author and marketing guru Andrew Davis will show you how to use the loyalty loop to leverage your existing clients to drive a steady stream of highly valuable, high-margin, new business.

  • Earn Your Customers' Trust: How to Use Personalization and Authenticity to Reach Audiences

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    In 2020, it became clear to marketers that customers who are faced with uncertainty embrace personalized communication. That means it's time to junk marketing-speak and instead opt for a more authentic approach. These four tips can help.

  • What Makes Customer Experience: Jeannie Walters on Marketing Smarts [Podcast]

    Podcast

    CONTENT TYPE: Podcast | TOPIC: Customer Experience

    What makes a memorable customer experience? How can brands differentiate themselves via the customer experience they provide? CX wizard Jeannie Walters shares her insights, including how understanding what's in your customers' hearts is key to success.

  • Five Steps to Winning Back Lost Customers by Using Targeted Content

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    Losing the occasional customer is an inevitable reality—but it doesn't have to be the end. The right targeted content techniques can both win back people who stopped using your service and ensure they never stray again. Just follow these five steps.

  • How to Win Customers' Trust and Loyalty With Unfiltered Marketing: Stephen Denny on Marketing Smarts [Podcast]

    Podcast

    CONTENT TYPE: Podcast | TOPIC: Marketing Strategy

    How do you earn (and keep) people's trust after a year like 2020? Stephen Denny shares insights from his new book (co-written with Paul Leinberger), Unfiltered Marketing: 5 Rules to Win Back Trust, Credibility, and Customers in a Digitally Distracted World.

  • Customer Service in 2021: Andy Cabasso of Postaga on Marketing Smarts [Podcast]

    Podcast

    CONTENT TYPE: Podcast | TOPIC: Customer Experience

    Andy Cabasso, founder of Postaga, joins Marketing Smarts to talk all things customer service, including what 2021 is going to look like and how we can use CS to take on the giants in our industries.

  • These Three Experiential Tactics Lead to Better B2B Virtual Events

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    Experiential marketing doesn't have to rely on physical interaction. B2B companies can learn from their B2C counterparts by hosting virtual events that offer an interactive way for people to "leave" the house. To that end, focus on these three tactics.

  • What's Next for Remote Work?

    Chart

    CONTENT TYPE: Chart | TOPIC: Marketing Management

    Remote work will be here to stay post-pandemic, but more likely in advanced economies and in higher concentrations among workers in highly skilled roles and those who are highly educated, according to recent research from McKinsey & Company.

  • Five Ways to Win a Faithful Audience With Your B2B Blog

    Article

    CONTENT TYPE: Article | TOPIC: Marketing Content

    Running a B2B blog is a lot of work, but the rewards can be abundant if you build yourself a faithful audience. To establish yourself as an authority in your industry and gain your readers' trust, follow these five tips.

  • The State of Enterprise Customer Journey Mapping

    Chart

    CONTENT TYPE: Chart | TOPIC: Marketing Strategy

    Most enterprise companies do not yet have customer journey maps in place, but more than half are building them or plan to build and use them in the future, according to recent research from Ansira and Ascend2.

  • Ensuring Consistent CX Across Devices & Channels: A Marketing Must

    Sponsored Webinar

    CONTENT TYPE: Sponsored Webinar | TOPIC: Marketing Strategy

    The ever-increasing number of channels your customers and partners use to engage with your business requires a new approach to creating and managing your digital strategy. Get ready to harness the awesome power of omnichannel experiences to your advantage. Sponsored by Progress Sitefinity.

  • What the Airlines Got Right and Why 800 Numbers Are the Worst: Mike Betzer on Marketing Smarts [Podcast]

    Podcast

    CONTENT TYPE: Podcast | TOPIC: Marketing Strategy

    Mike Betzer, SVP and GM at Khoros Care, dives into the history of the 800 number, long distance dialing, personalized messaging, and MCI—all in an effort to get to the heart of why companies struggle to really talk to their customers.