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Seven Ways to Lock in Customers this Holiday Season

The holiday retail season is the most important revenue generator for retailers, so it’s important to provide unique and tailored customer experiences that also meet their needs, both online...

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Know Your Digital Customers

Digital channels top the list of preferred channels for both acquisition and retention, and continue to grow. Data-driven digital initiatives such as mobile marketing, social media ads, and search...

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Four Steps to Insight-Driven Sales and Marketing in Lean Times

A recent blog post (Waking the Sleeping Tiger With a Strategic Approach to Sales) posited that businesses can stretch their sales and marketing investments and achieve better results by, first and...

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Five Key Strategies for Digital-First Engagement

When there’s an app for everything, how do businesses stand out?Brands face increasing competition for keeping customers engaged on a crowded digital landscape. And in a world where a...

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Voice of the Customer Data: Who Benefits From Using It and How

Customer-centric companies that want to improve their customer experiences are turning to their customers and prospects for answers. They are starting to use voice of the customer (VoC) data in...

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Why the Internet of Things Could Tear a Hole in Journey Mapping

Customer journey mapping is widely embraced as the process for helping brands visualize and optimize the customer experience. However, the Internet of Things (IoT) could tear a massive hole in...

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Six Disruptive Technologies That Will Ignite the Customer Experience in 2016

In the ever-evolving customer experience landscape, technology is poised to be the primary source of disruption in 2016.To quote Altimeter Group Principal Brian Solis, “Disruption is not...

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The Retention Race: Three Ways to Redefine the Member Onboarding Experience

Open enrollment is almost over. As consumers sign up with healthcare plans as new members, it’s the perfect opportunity for payers to make them feel welcomed, empowered, and supported.Here...

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Three Technology Trends for Customer Experience Leaders

The explosion of technology and tools aimed at the customer experience gives companies innumerable opportunities to better engage consumers and drive customer loyalty. In fact, 89 percent of...

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Three Ways to Put the “Custom” in the Customer Journey

No one wants to feel like a number. We are distinct individuals, special and one-of-a-kind, with unique needs and wants. Whether you call it “Cult of Individualism,” “Special...

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