Results for : customer journey

From First to Last: How to Improve Your Customer Experience

Want to improve your customer experience? Here’s how you can influence perceptions and take your CX to the next level. Just think back to a recent interaction you had with a brand. Perhaps you found the brand on social media, or saw an ad that made you curious. Now here’s the…

The Butterfly Effect of Customer Experience

Have you heard of the butterfly effect? The metaphorical butterfly flapping its wings generating a storm on the other side of the earth highlights the idea that small actions can have much larger, far-reaching consequences. That’s exactly what happens with customer experience.  We’re all in the experience business. Whether it’s…

What Is Customer Engagement Marketing?

Good marketing gets the job done, sometimes without drawing attention to itself at all. Done well, customer engagement marketing gets lots of jobs done, but some of us have never even heard of it. What is customer engagement? Simply put, customer engagement is the strength of the relationship between a…

What is growth marketing, and how does it relate to the customer experience?

What is growth marketing? Many sales enablement experts alternatively title their designations as "Growth Marketers.” What, indeed, is growth marketing, and how does it differ from “marketing” in the traditional sense? We are fine-tuning here, getting into micro variances that in combination make a big difference in approach. In essence,…

Intended vs. Actual Branding: Understand the Difference to Elevate Marketing Strategies

Branding rests on a combination of marketing activities that build a personality or reputation. A branded company may desire separate identities for the products and services it markets, but one can see there may be significant overlap and alignment between the three. Leading from there, the difference between intended branding and…

The 5 Biggest CX Disruptors in the Digital Era and Their Impact on Customer Loyalty

Want more customers -- and more loyal customers? Of course. Customer experience (CX) in competitive markets is, in many ways, the holy grail to building your business with sustainable profitability. Companies bend over backward to understand their customers and keep them coming back for more. Indeed, customer loyalty is vital…

Using Technology to Improve CX—Without Losing the Human Touch

In the world of customer experience, a neutral interaction is worth as little as a negative one. Companies are trying every trick in the book to create as many positive experiences as possible—the kind which drive customer satisfaction, promote referrals, and ensure retention. And technology is at the core of…

Making Marketing Memorable: How to Create Impactful Brand Strategies

Drive urgency, foster loyalty, and create lasting narratives that propel brand growth with effective marketing strategies. These are rooted in more than innovation; they boast a deep understanding of the brand’s guiding vision and the target audience. Take the example of Heineken. Their key demographic group is millennials, a group…

The Key Psychographics That Drive B2B Decision-Makers

The B2B marketing arena is a massively complicated network of customer touchpoints that businesses have to get right to create a competitive edge. Yes, it's a complicated area -- but it's definitely worth your attention. Below, you'll see the third part in a series on B2B marketing, following part one…

B2B Customer Journey Touchpoints That Can Make or Break Your Marketing Strategy

B2B customer experience (CX) ratings tend to fall short of expectations versus similar assessments in the B2C markets. A McKinsey report indicates that B2C companies show customer satisfaction ratings 15-35% higher than B2B entities. It's not surprising, considering that structuring a compelling B2B CX is vastly more complicated. We believe…

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