What a year it’s been! So what about marketing? Well, the world of marketing continues to evolve and change at breakneck speed, leaving marketers racing to keep...
What a year it’s been! So what about marketing? Well, the world of marketing continues to evolve and change at breakneck speed, leaving marketers racing to keep up with what’s new and what’s actually working and what’s becoming less effective. Enter marketing books. This year has yielded a bumper crop of great books that are helping marketers masterfully navigate what must seem like uncharted waters. As the host of The Marketing Book Podcast, each week I publish an interview...
What a year it’s been! So what about marketing? Well, the world of marketing continues to evolve and change at breakneck speed, leaving marketers racing to keep up with what’s new and what’s actually...
Ok raise your hand if you have not even started your holiday shopping yet. Yes, my hand is firmly raised. Trust me, we are not alone for many holiday shoppers...
Ok raise your hand if you have not even started your holiday shopping yet. Yes, my hand is firmly raised. Trust me, we are not alone for many holiday shoppers are in the same dilemma. Or maybe it's not a dilemma as perhaps some actually enjoy waiting to the last minute. But that's another story for another time. Today we're talking about customer experience and why it can be just like buying a gift, One Size Most Assuredly Does Not Fit All Has there ever been a more...
Ok raise your hand if you have not even started your holiday shopping yet. Yes, my hand is firmly raised. Trust me, we are not alone for many holiday shoppers are in the same dilemma. Or maybe it's...
The pressure to create and maintain a stellar customer experience is a daunting challenge faced by brands, and the onus is increasingly falling on marketers to...
The pressure to create and maintain a stellar customer experience is a daunting challenge faced by brands, and the onus is increasingly falling on marketers to own the strategy and tactics to deliver on the promise of delight. The CX quest is on. Gartner estimated that by this year, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago. This means that a vast majority of companies are putting most, if not all, of their eggs...
The pressure to create and maintain a stellar customer experience is a daunting challenge faced by brands, and the onus is increasingly falling on marketers to own the strategy and tactics to deliver...
As consumers, we don’t actively think about the “customer experience” — we just know when a brand makes us feel good. And the number of ways that we encounter...
As consumers, we don’t actively think about the “customer experience” — we just know when a brand makes us feel good. And the number of ways that we encounter brands is vast and continuing to expand thanks to things like native advertising, mobile app experiences, the Internet of Things and innovative offline and in-store experiences. Each one of these interactions elicits emotion; according to eMarketer, “over time, these individual interactions or moments accrue, forming...
As consumers, we don’t actively think about the “customer experience” — we just know when a brand makes us feel good. And the number of ways that we encounter brands is vast and continuing to expand...
Customer experience is all about the interactions between customers and brands. These days many brand focus on this experience across online and offline...
Customer experience is all about the interactions between customers and brands. These days many brand focus on this experience across online and offline channels, but these are some thoughts on any interaction between a customer and a brand. Brands stand for something, or they represent something in the minds of consumers, and the result of every experience is how well the brand lived up to those expectations. The more times a brand meets those expectations, or even exceeds...
Customer experience is all about the interactions between customers and brands. These days many brand focus on this experience across online and offline channels, but these are some thoughts on...
I am a firm believer that we humans have a penchant for making (something) more complicated than necessary, a.k.a. overcomplicating everything. And we marketers...
I am a firm believer that we humans have a penchant for making (something) more complicated than necessary, a.k.a. overcomplicating everything. And we marketers take it to a whole new level. However, as much as we overcomplicate things, there is no overstating the importance of providing the best customer experience possible each time, every time and across all channels. Here's some obligatory stats to back this up. According to Gartner, 89% of all businesses will compete on...
I am a firm believer that we humans have a penchant for making (something) more complicated than necessary, a.k.a. overcomplicating everything. And we marketers take it to a whole new level. However,...
Modern Marketers spend a lot of time traveling to help us do all of that Modern Marketing. Unless you’re based in the Quad Cities and you’re spending your time...
Modern Marketers spend a lot of time traveling to help us do all of that Modern Marketing. Unless you’re based in the Quad Cities and you’re spending your time shuttling between Davenport and Moline, then you are likely spending time in airports. Lots of airports. We all know what it is like to be a customer, but when you focus on the airport experience it really shows you what is important in providing a great customer experience. The stress levels are very high during...
Modern Marketers spend a lot of time traveling to help us do all of that Modern Marketing. Unless you’re based in the Quad Cities and you’re spending your time shuttling between Davenport and...
Nothing is worse than expensive purchased website visitors who are not able to find their way through the checkout process or abandon part way through. To...
Nothing is worse than expensive purchased website visitors who are not able to find their way through the checkout process or abandon part way through. To optimize web pages, A/B Tests or MVT are established testing methods and are considered as the Holy Grail of conversion optimization. Hypotheses are always created with the goal of a better conversion or more engagement in mind. Ultimately, the success of re-positioning a button, using a different headline or a complete...
Nothing is worse than expensive purchased website visitors who are not able to find their way through the checkout process or abandon part way through. To optimize web pages, A/B Tests or MVT...
If you’re running a testing program to optimize your customers’ experience, you’re already doing things right. Gaining valuable insights through testing will...
If you’re running a testing program to optimize your customers’ experience, you’re already doing things right. Gaining valuable insights through testing will set you apart from your competitors and give you an edge on satisfying your audience. Throughout the process, however, it’s possible to get stuck — a sort of “writer’s block,” if you will — and draw a blank with what to test next. Have no fear; this is a completely normal feeling to get and the good part is that...
If you’re running a testing program to optimize your customers’ experience, you’re already doing things right. Gaining valuable insights through testing will set you apart from your competitors and...
