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  • How to Communicate With the Most Tech-Savvy Generation Yet

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    The next consumer powerhouse generation can be summed up in one letter: Z. Communicating with and marketing to this young audience of digital natives isn't easy. But it is possible—if you focus on their diverse subcultures. Here's how.

  • Putting Heart Into Your Business: 'Heartificial Empathy' Author Minter Dial on Marketing Smarts [Podcast]

    Podcast

    CONTENT TYPE: Podcast | TOPIC: Martech

    'Heartificial Empathy' author Minter Dial shares insights on increasing empathy in yourself, your company, and even in your machines.

  • Five Real Content Strategies to Earn Brand Attachment

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    The path to brand attachment—one level up from brand loyalty—is long, winding, and challenging. And you can't skip ahead or take shortcuts. Here's how to get there in five strategic steps.

  • Neuroscience and Marketing Storytelling: Context Is Everything [Video]

    Article

    CONTENT TYPE: Article | TOPIC: Marketing Content

    In this video, a neuroscientist explains how the brain responds to the various elements of storytelling: At various points in a story, the brain actually releases powerful hormones. The upshot: as a marketer, you can effectively engage your audiences through storytelling.

  • Top 10 Loyalty Reward Program Best-Practices

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    Loyalty rewards have been around since the 1700s, but programs have changed dramatically due to innovations in technology and e-commerce. But have those changes advanced customer loyalty? Not necessarily. But these 10 best-practices, based on research, data, and experience, actually do produce results.

  • When You Shouldn't Listen to Your Customers (And When You Should) [Infographic]

    Infographic

    CONTENT TYPE: Infographic | TOPIC: Customer Experience

    We've all heard the old chestnut: "The customer is always right." But what about when the customer isn't right? There are in fact times you should not listen to your customers. Here are some scenarios of when you should and shouldn't ignore customers.

  • Customer Retention: How to Assess and Improve Your B2B Customer Lifecycle

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    Customer lifecycle assessment is all about steady improvement—identifying weaknesses so you can eradicate them. The potential rewards of optimizing your customer retention process is so significant in the B2B world, you wouldn't want to give short shrift. Here's your action plan.

  • How Customer Participation Builds Trust in the Age of GDPR

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    "Customer participation" is sometimes used interchangeably with "customer engagement," but the former is so much more than the latter. In today's competitive business landscape, customer participation trumps customer engagement. Here's why the time to invest in customer participation is now.

  • The Work-Life Balance of SMB Owners

    Chart

    CONTENT TYPE: Chart | TOPIC: Career Development

    Most owners of small and midsize businesses (SMBs) say they work for more than three hours on the weekend and check business-related emails, calls, and texts during their free time, according to recent research from GetResponse.

  • Get Started on Your Social Media Plan (Because It Matters to Your Customer Marketing)

    Article

    CONTENT TYPE: Article | TOPIC: Social Media Marketing

    Your company probably has some social media presence. But if you're not incorporating it into your strategy for marketing to customers, you're missing out. to expand your customer base, keep current customers engaged, and increase profits, take steps to build a social media marketing plan.

  • How Customer Service Preferences Are Changing

    Chart

    CONTENT TYPE: Chart | TOPIC: Customer Experience

    Although the phone remains the most used customer service channel by consumers, its appeal appears to be declining, according to recent research. See what other channels are being used and by which generations.

  • How Quickly Should Brands Respond to Consumers on Social Media?

    Chart

    CONTENT TYPE: Chart | TOPIC: Social Media Marketing

    Most US adults say brands should respond to consumers' comments on social media within a day, according to recent research from Clutch.

  • Local Business Reviews on Google: Ranking and Rating Trends

    Chart

    CONTENT TYPE: Chart | TOPIC: SEO

    Business that rank among the top 3 in Google's local search results tend to have more reviews and a slightly higher average star rating than businesses that rank in the fourth through tenth positions, according to recent research from BrightLocal.

  • A Small Business Guide to Facebook Chatbots [Infographic]

    Infographic

    CONTENT TYPE: Infographic | TOPIC: Martech

    Small businesses have a reputation for being more personal than big corporations, but that doesn't mean that technology can't help. In fact, chatbots may be a way to give your customers even more customized attention than you could otherwise. Check out the infographic to see how.

  • Building a Brand and Giving Back: Country Star Jimmy Charles on Marketing Smarts [Podcast]

    Podcast

    CONTENT TYPE: Podcast | TOPIC: Customer Experience

    Singer-songwriter and "Nashville Star" alum Jimmy Charles joins Kerry O'Shea Gorgone of MarketingProfs to discuss building an entertainment brand today, the importance of giving back, his work as spokesperson for ZERO: The End of Prostate Cancer, and his new nonprofit organization to support cancer patients: I Am Not Alone.

  • Six Neuroscience Principles to Supercharge Your Marketing Campaigns

    Article

    CONTENT TYPE: Article | TOPIC: Advertising & Promotions

    Marketers and brands can benefit from a deeper understanding into how the brain drives human behavior and how emotions influence the body. Use these six neuroscience principles to supercharge your marketing and advertising campaigns.

  • Net Promoter Score: What It Is and How It Can Help You [Infographic]

    Infographic

    CONTENT TYPE: Infographic | TOPIC: Customer Experience

    Net Promoter Score helps you understand your overall customer relationships and plan referral marketing. Learn what NPS is, how it works, and why you might consider asking your customers that one important question.

  • Five Tips for Retailers to Win at Marketing in a Booming Economy

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    Consumers are in a spending mood, and retailers should be paying attention. By planning ahead, brands can encourage purchases now and also set themselves up for more business in the long run.

  • Why Customers Leave—and How You Can Keep Them [Infographic]

    Infographic

    CONTENT TYPE: Infographic | TOPIC: Customer Experience

    One bad brand experience can turn even a loyal customer over to your competitors, so providing stellar service is a must. See how brands can better communicate with customers to encourage retention and loyalty.

  • Frenemies: The Battle of Rival Brand Fans on Social Media

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    The assumption is that negative comments of rival fans hurt the involved brands--at least on the social media channels on which those comments and interactions take place. But is that really the case?