CX Resources to Improve Customer Experience

CONTENT TYPE: Article | TOPIC: Customer Experience

Consumer engagement today looks more like an engine with interlocking gears than like the familiar funnel that marketers have relied on for more than a century. Here's how you can use the new framework to enhance the value of your marketing.

CONTENT TYPE: Article | TOPIC: Customer Experience

Poor customer experience drives brand switching—a key reason for three quarters of lost customers. And customers who suffer a bad customer experience spread negative word-of-mouth.

CONTENT TYPE: Article | TOPIC: Customer Experience

Your product or service cannot survive on its own. It needs backup in the form of strong customer support. The way you interact with your audience will determine how far your business goes in our competitive world.

CONTENT TYPE: Article | TOPIC: Customer Experience

Customer advocacy programs are hot right now. And why shouldn't they be? Customers have the ability to be hyper-connected to the brands they love, and they are gaining more influence over the buying process every day. But advocacy is a fragile thing.

CONTENT TYPE: Article | TOPIC: Marketing Strategy

Customer behaviors are changing. Fast. Not keeping up is all too risky. The companies that really "get" their customers, like Apple and Amazon, are setting the standards—and the bar is set high.

CONTENT TYPE: Article | TOPIC: Customer Experience

The near-universal adoption of smartphones and social media has fundamentally altered the science of handling customer complaints. The critics ("haters") are not your problem, however... Ignoring them is.

CONTENT TYPE: Article | TOPIC: Customer Experience

Customer insights are essential to growth and success, yet they remain the elusive holy grail of many a business—a seeming exercise in futility. But you can avoid others' mistakes and develop actionable customer insights.

CONTENT TYPE: Article | TOPIC: Websites

Getting customers to engage is harder than ever. Yet, there's a direct relationship between engagement and revenue. The longer consumers spend time on your site, the more likely they are to buy from you.

CONTENT TYPE: Article | TOPIC: Customer Experience

Millennial consumers have particularly high expectations. Having grown up with the Web and smartphones, they're also highly visual. You need to show them that your brand is worthy of their attention.

CONTENT TYPE: Article | TOPIC: Social Media Marketing

Businesses tend to focus on what to do about one or two negative reviews, but the most effective way to combat bad feedback is to increase the amount of positive reviews for your product or service.

CONTENT TYPE: Article | TOPIC: Demand Generation

Here are four ways segmentation can improve demand generation—and four practical tips on what and how to segment.

CONTENT TYPE: Article | TOPIC: Customer Experience

With the start of the year comes the opportunity to re-evaluate your marketing and customer-experience strategies—to plan how you can up your game in the year ahead. Here's what three trends have in store for you this year.

CONTENT TYPE: Article | TOPIC: Customer Experience

Targeting and buying online audiences has never been easier or more affordable. But even the right audiences can be hard to engage once you reach them. The key to making your audience care is relevance.

CONTENT TYPE: Article | TOPIC: Demand Generation

Ask most people to describe a salesperson, and "trustworthy" probably won't be their first choice of adjective. Yet, to stand any chance of making a sale, you must establish credibility with your buyers. Trust is a core element of every successful sale.

CONTENT TYPE: Article | TOPIC: Marketing Content

The latest trend to enter the marketing world is interactive content, and it's gaining popularity for very good reasons.

CONTENT TYPE: Article | TOPIC: Customer Experience

Marketers and advertisers who understand the importance of customer behavior and psychology consider heuristics (mental shortcuts that people use to form judgments and make decisions) to target their markets.

CONTENT TYPE: Article | TOPIC: Customer Experience

Your first instinct on seeing a negative online review may be to immediately and vigorously defend your business. But don't overreact. You may well be able to turn the situation in your favor.