Customer Experience

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Customer Experience: How-to articles covering the latest marketing tactics, tips, and strategies.

The No-BS Formula for Customer Service That Doubles as MarketingSteve Hartert
Your customer service team is either helping you retain customers... or it's helping you lose them. By overcoming these three challenges of customer service, you can give your customers better ...
Customer-Centric, Customer Experience, Customer Retention, Customer Satisfaction, Customer Service
How to Use Mobile Marketing for Your Business [Infographic]Laura Forer
Unravel the mobile marketing mystery with plenty of ideas for how to use mobile to boost consumer engagement and drive more conversions.
Customer Behavior, Customer Experience, Mobile Marketing, SMS, Websites
The New Branding: Five Tips for Creating Shareable Brand ExperiencesPeter Beck
Today, branding is not about slapping logos on various media. To grow, your brand needs to be providing consumers with disruptive—that is, memorable and sharable—experiences.
Brand Awareness, Brand Management, Brand Positioning, Branding, Customer Experience, Experiential Marketing, Word-of-Mouth
How to Get Sales Prospects to Care About Your Marketing ContentRandy Frisch
Creating content is a waste of time if your target audience isn't consuming it. Here are three steps to creating content that prospects will care about.
Content, Content Marketing, Customer Experience, Demand Generation, Lead Generation
Four Niche-Industry Social Media Marketing Campaigns Done RightBrandon Lewis
Looking for some social media marketing inspiration? Go beyond standard posts with these four unique and effective campaigns.
Community, Content, Customer Experience, Social Media, Videos, Word-of-Mouth
The 5Ws of Experience-Driven Commerce [Infographic]Laura Forer
Only 17% of first-time website visitors are there primarily to shop, says a recent study, so brands need to make sure website experiences are memorable enough to bring visitors back.
Customer Experience, E-Commerce, Websites
Are Chatbots a Good Idea for Your Business? [Infographic]Laura Forer
When used well, chatbots can increase both profitability and customer satisfaction. Read on to learn how to implement them in a smart way that helps your business and your customers.
AI, Customer Communications, Customer Experience, Marketing Automation, Technology
Five Tips for Marketing a Subscription-Based BusinessStefan Pretty
A subscription-based business model can be extremely successful—when it's marketed well. Here are some tips for reaching more of your target market, engaging your audience, and controlling churn rates.
Customer Engagement, Customer Experience, Marketing Strategy
22 Tips to Help Make Free Shipping Profitable [Infographic]Laura Forer
Customers want free shipping. Brands know shipping isn't cheap. How can you satisfy your customers and still make a profit?
B2C, Customer Behavior, Customer Experience, E-Commerce, Retail Marketing
How to Measure Touchpoint Effectiveness: Six Steps to Better Customer ExperiencesLaura Patterson
Each touchpoint of interaction with your customers creates an opportunity for insight, improvement, and engagement. Here's a six-step process for measuring touchpoint effectiveness and identifying the touchpoints that matter most ...
Customer Experience, Marketing Strategy, Metrics

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Customer Experience: Podcasts containing in-depth interviews with smart marketers from all walks of life.

60+ Boutique Hotels, 1 Unique Brand: Kathleen Reidenbach of Kimpton on Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
Kathleen Reidenbach, chief commercial officer for Kimpton Hotels & Restaurants, shares lessons in managing a global brand for a hospitality company with more than 60 boutique properties all over the world.
Brand Management, Customer Experience, Customer Relationships, Marketing Smarts
How to Create an Irresistible Game-Day Experience for Your Audience: Vikings CMO Steve LaCroix on Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
Steve LaCroix, executive vice-president and chief marketing officer for the Minnesota Vikings NFL football team, discusses how sports marketing has evolved and the importance of enhancing the game-day experience for fans at the stadium.
Chief Marketing Officer, Customer Experience, Marketing Smarts, Marketing Strategy
Social Media, CX, and Lessons From Working With Steve Jobs: LiveWorld's Peter Friedman on Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
Peter Friedman, former Apple vice-president, and founder and CEO of LiveWorld, shares insights on social media for brands, customer experience, and business.
Content, Customer Experience, Customer Relationships, Facebook, Marketing Smarts, SMS, Social Media
Not Everything Has an ROI (and That's OK): Virginie Glaenzer on Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
Marketing technologist and former energy industry marketer Virginie Glaenzer discusses sustainability, open source content, customer experience, and what it means to be an "awakened brand."
Branding, Customer Experience, Marketing Smarts, Marketing Strategy
Chief Customer Officer 2.0: Author Jeanne Bliss on Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
Customer experience expert and best-selling author Jeanne Bliss shares tips for creating a customer-centric organization and discusses her new book, Chief Customer Officer 2.0.
Customer-Centric, Customer Experience, Customer Service, Marketing Smarts, Marketing Strategy
You Don't Market, You Create Reactions: Jon Taffer of Spike TV's 'Bar Rescue' on Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
Jon Taffer, host of Spike TV's "Bar Rescue," rocks Marketing Smarts, sharing insights about branding and promotion based on his 30 years of experience making bars and restaurants profitable.
Brand Management, Brand Positioning, Branding, Customer Behavior, Customer Experience, Marketing Smarts, Marketing Strategy
Brand Attachment: Larry Vincent Talks to Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
Larry Vincent, founder and executive director of The Brand Studio at United Talent Agency, discusses brand attachment, including how marketers can use it to predict buying behavior.
Advertising, Brand Loyalty, Branding, Customer Experience, Customer Loyalty, Customer Relationships, Marketing Smarts, Marketing Strategy, Research
Customer Frustration and Business Vulnerability: Stephen Beck Talks to Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
Change expert and business consultant Stephen Beck discusses how focusing on customer frustration and business vulnerabilities can help you grow your company.
Brand Ambassadors, Customer Experience, Customer Insight, Customer Satisfaction, Management, Marketing Smarts
Marketing Smarts Special: Industry Stars Reveal Their No. 1 Strategy for Success [Podcast]by Mack Collier, Kerry O'Shea Gorgone
16 Marketing Smarts guests from 2013 tell you which marketing tactic they would choose, if they could use only one.
Blogging, Content Marketing, Customer Experience, Customer Insight, Marketing Smarts, Marketing Strategy, Marketing Tips, Social Media, Thought Leadership, Word-of-Mouth
Social, Mobile, and the Future of Sports Marketing: Michelle Andres of the Baltimore Ravens Talks to Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
Michelle Andres, vice-president of digital media for the Baltimore Ravens, explains how the organization rose to social media prominence in the NFL and turned its official website from a lonely afterthought into the online destination for fans.
Customer Experience, Digital Marketing, Integrated Marketing, Marketing Smarts, Marketing Strategy, Mobile Marketing, Social Media

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