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YOUR GATEWAY TO THE WORLD OF CUSTOMER LOYALTY
As any marketer or customer service professional can tell you, the FCC’s Telephone Consumer Protection Act (TCPA) has had an enormous impact on their work. That’s because it requires them to obtain “prior express written consent...Read More
If your company is working toward personalization, you're on the right track. But if you're overwhelmed at the possibilities, remember that all you're trying to do is be human: Listen to your customers, remember what they say, and...Read More
According to Forrester, "webrooming consumers will bring in $1.8 Trillion in sales in 2017."
Marketers need to understand this new type of shopper. If you are not adjusting your strategies to keep pace with this new reality, you could...Read More
So you've already consulted the matrix and have a more well-rounded idea of what communications your customers are already getting from your company. Now it's time to consider the types of conversations you're having with customers...Read More
Here's what a leading CMO told me recently when I asked about the quality of their CX and personalization: "We are using new CRM technology to automate old, bad behaviors…not being guided by how our customers define improved CX...Read More
When reaching out to potential and existing customers, you already know that some level of personalization goes a long way to attracting attention and engaging your audience. Data gathered on-site has the capacity to deliver information to brands...Read More
We previously wrote about how United Airlines put an iPhone 6 Plus in the hands of every flight attendant, making personal, seamless attention possible for flyers. At the time, the in-flight experience was enhanced by flight attendants...Read More
Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front...Read More
The term "closing a sale" is unfortunate. It reflects marketers' thinking that with the acquisition of a sale they can move on to something else.
Instead, the sale should be viewed as a unique opportunity to begin to engage the customer across...Read More