Nov 24 2015 | Loyalty Today
With the rise of ecommerce, brands initially took a look at the other edge of the technology sword and declared that “showrooming” was the new enemy. Showrooming is the idea that shoppers visit brick-and-mortar stores to check out their potential purchases before returning home to...Read More
Nov 17 2015 | Loyalty Today
As retailers gear up for the holiday season, you can bet they're looking for the biggest bang for their buck in attracting potential shoppers. One of today's sought-after technological innovations, automated targeting, seem like an ideal solution for retailers on a budget who are hoping...Read More
Oct 26 2015 | Loyalty Today
A limited scope of engagement for an initial preference management project allows enterprises to build a simple, gradual case for additional investment. By streamlining metrics, something as simple as an opt-down, instead of an opt-out, can prove immense value in a mere 90 days. A powerful...Read More
Oct 19 2015 | Loyalty Today
After seeing devastating flood damage in South Carolina, newscasters began repeating the phrase "thousand-year-storm" to describe what had happened. But many mistakenly interpreted the phrase to mean that the storm was likely to happen once every thousand years.
In actuality, the "thousand" is in...Read More
Oct 14 2015 | Loyalty Today
Feel that chill in the air? That’s the signal of big things on the horizon and I don't just mean the pumpkin spice hype. For marketers, it's the start of the holiday shopping season. Thirty-two million shoppers are already be on the prowl for gifts, yet two percent of all American...Read More
Oct 13 2015 | Loyalty Today
After unrolling preference management at multiple touchpoints, you will be collecting consumer information at a variety of places that can speak to customers' preferences at different interaction levels. Gathering this information allows you to begin to map the scope of the customer journey...Read More
Oct 08 2015 | Loyalty Today
In the spring, Google rolled out algorithm changes to devalue "non-mobile-friendly" websites in its search rankings. This has added additional fuel to the ongoing mobile marketing conversation.
However, your website is only one component in your total ability to connect with consumers, who have...Read More
Oct 07 2015 | Loyalty Today
Are you already making holiday travel plans? Me too. Thanksgiving, Christmas, New Year and maybe a spring fling to somewhere warm to help forget about all that necessary travel in the first place.
Unfortunately at the end of all those flights or long drives awaits a hotel stay. At times it's...Read More
Oct 05 2015 | Loyalty Today
When Leapfrog Marketing Institute's CMO Benchmark Survey showed that 93% of CMOs were under pressure to deliver measurable return on investment, I wasn't necessarily surprised. I was sympathetic though.
Sure, on its face, it’s not shocking that an enterprise is on the hook to show...Read More
Oct 01 2015 | Loyalty Today
Once you've rolled out preference management within your company and demonstrated the value of the program, the next move is to expand to additional touchpoints. After all, the goal of preference management is to capture consumer information from places like call centers, social media and...Read More
Sep 29 2015 | Loyalty Today
Michaels and Sally's are taking omnichannel to new levels through interconnected campaigns that blend and blur the lines between media boundaries to achieve a united 360-degree presentation of messages and experiences to consumers.
The key to mastering an interconnected media, messaging and...Read More
Sep 26 2015 | Loyalty Today
Data, that's what. It's not rocket science, is it? We know how important data is to react to our customers and engage them in the conversations they want to be having. So when Teradata surveyed 1,500 global marketing and communications executives, they found an...Read More
Sep 23 2015 | Loyalty Today
By now, we all know how important it is to have a unified, holistic view of our customers. Whether you work with consumers or other businesses, the idea of collecting customer information in one place to provide personalized customer experiences is at the core of most marketers' customer...Read More
Sep 20 2015 | Loyalty Today
Preference Management Video Series
In the long run, preference management can and should be used throughout your company's interactions with every customer and on all touchpoints. But when you're starting out, you'll want a cautious approach as you unroll the preference management...Read More
Sep 16 2015 | Loyalty Today
Recently, the annual list of companies with the worst customer service came out and it got me thinking. It's time that marketers seized the opportunity of "helpfulness" and use its value at every stage of the purchase journey, from prospect to long-term, raving fan. All too often, helpfulness...Read More
Sep 12 2015 | Loyalty Today
It's tough to be an ambitious marketer when the full customer experience you want to create depends so greatly on factors often out of your control. Seventy-three percent of respondents to a survey by Chief Marketing Officer Council and SAP say that customer centric business practices are one...Read More
Sep 07 2015 | Loyalty Today
A top health insurance company recently selected PossibleNOW as a partner for enterprise preference management, signifying our expertise in a fast-paced and dynamic healthcare market that also requires strict privacy regulations. The enterprise-wide preference management system will integrate on...Read More
Aug 31 2015 | Loyalty Today
At the end of 2014, United Airlines announced that they were investing in technology for in-flight use by flight attendants - each would receive an iPhone 6 Plus. The smartphones would make retail transactions quick, and keep essential information easily accessible (like safety policies), but it...Read More
Aug 28 2015 | Loyalty Today
Once you've begun the implementation process for preference management, it's essential that you prepare for success. Such a streamlining process is often complicated up front - it may have started as a marketing initiative, gone through the IT department and been boosted by the customer...Read More
Aug 27 2015 | Loyalty Today
You've seen it in action: your airline saving your miles rewards and reminding you of your next milestone, online retailers anticipating your shipping address, the auto shop calling to set up the oil change based on your last visit. We modern consumers appreciate and expect the...Read More
Aug 15 2015 | Loyalty Today
When the Federal Communications Commission (FCC) announced that it was tightening technical definitions and expanding opt-out rights, they provided consumers greater protections from automated marketing calls and texts. Yet that waterfall effect means that legitimate contact from debt collection...Read More
Aug 13 2015 | Loyalty Today
If you’ve done the research on personalizing marketing strategies, you know there’s no shortage of ways to optimize your outreach. And in fact, though there are many approaches to reaching customers and anticipating their wants and needs, the truth is that any customer-facing strategy...Read More
Aug 08 2015 | Loyalty Today
Your marketing messages go through a virtually instantaneous evaluation by consumers.They either identify with your communication and say, “Yes, that’s me!” or, disconnect, feeling that you have no idea who they are or what they want. It’s all based on your degree of...Read More
Aug 01 2015 | Loyalty Today
Are you at the point where senior leadership has recognized the need for better and more efficient customer engagement? Are they interested in a sophisticated preference management solution as a means of achieving that goal?
Let’s say they’re taking next steps like feasibility and...Read More
Jul 28 2015 | Loyalty Today
Ahhh, the email inbox. A modern marketer’s potential Pandora’s Box. The drive to personalize and grab a reader’s attention is par for the course when it comes to contacting consumers. But you’ve been there too – staring at the screen in disbelief at what’s come...Read More
Jul 24 2015 | Loyalty Today
Too much marketing communication and too little targeting has been behind a sharp uptick in brand damage.In a recent study on Millennials, the Aimia Institute coined the term “High Volume Sensitive Consumers” for those segments across all generations most likely to permanently...Read More
Jul 17 2015 | Loyalty Today
“We believed that with tighter targeting we could increase engagement. By acting on insights from Voice of Customer research, we were able to go far beyond our previous segmentation strategies and now use in-depth self-defined life stages and attitudes toward certain product categories. As...Read More
Jul 16 2015 | Loyalty Today
Over the years I’ve watched many companies grow their customer outreach, so I know what that track is like. And I know that when brands start to see the benefits of personalization, it’s a game-changer. That’s why I’m so heartened to check in on VentureBeat’s...Read More
Jul 09 2015 | Loyalty Today
Once an enterprise launches into a decision-making model for the integration of preference management, there are key questions to address. Consider the following: How does your brand already collect, maintain and distribute preferences?What does the leadership think the company is doing to...Read More
Jul 07 2015 | Loyalty Today
As we barrel toward a future where personalization extends to our wearable technology and our home appliances, where our fridge might talk to the grocery store or the laundry detergent supply gets replenished automatically, there's always that nagging chatter about consumers who are unwilling...Read More
Jul 02 2015 | Loyalty Today
For companies that wiggled around loopholes and took advantage of vague definitions in the Telephone Consumer Protection Act (TCPA), they're about to be in for a rude awakening. One June 18, the Federal Communications Commission reaffirmed consumers' rights by approving declaratory...Read More
Jul 01 2015 | Loyalty Today
The other day I was waiting to speak with the pharmacist at my local drugstore. As I sat in the waiting area, my view was of the nearby cosmetics aisle. You can safely assume I have little knowledge of the products in the cosmetics aisle. What I do know though, is customer journeys. While waiting...Read More
Jun 27 2015 | Loyalty Today
A new webinar is live in our Resource Center – "The ROI of Big Data: Winning Big by Thinking Small."
Curious? We find that a lot of brands are trying to figure out how they can leverage data being collected on customers and prospects, yet big data itself doesn't often provide granular...Read More
Jun 24 2015 | Loyalty Today
Preference Management Video Series
When making a case for preference management, the question at hand is often, "How much can we do in-house?" Ambitious companies often think they can build solutions to cover all their bases.A panel discussion between VP of Sales, Rob Tate, VP and GM of...Read More
Jun 23 2015 | Loyalty Today
As marketing experts, we tend to follow demographic trends and make assumptions about behavior. One of the numbers most of us know by heart is that women make an estimated 80 percent of all buying decisions. Since they're the most important decision-makers when it comes to making family...Read More
Jun 21 2015 | Loyalty Today
Most companies take existing customers for granted. They make 3 deadly assumptions; customers understand everything about your products, you know everything about your customers and, customers feel you are so special that they will be yours forever.So, here are the 3 things never to think about...Read More
Jun 06 2015 | Loyalty Today
As marketers, we're often singularly focused on conversion as if it's a single act: click-throughs and messaging that guides prospects to jump in and say "yes!" to all that we offer. We look for a silver bullet and make outcomes black or white because it's easy to digest. That doesn...Read More
Jun 04 2015 | Loyalty Today
When making a case for preference management, the two prongs of approach are usually A) strengthening compliance with privacy regulations and B) improving marketing ROI. Both are appealing, and both are correct, too. Preference management is a single solution that addresses both modern challenges...Read More
Jun 01 2015 | Loyalty Today
No matter whether your travel is for business or pleasure, there’s one thing that doesn’t change: the anonymous, impersonal hotel stay. You might stay at a resort with all the amenities, but it’s still not quite the comfort of home. How does the thread count in your King...Read More
May 25 2015 | Loyalty Today
Your company has become a mobile experience for customers whether you are ready for it or not. Today's multi-device consumer is increasingly accessing your information, messaging and ads on a mobile device. Your challenge is how to utilize mobile to take consumer experiences to a higher...Read More
May 19 2015 | Loyalty Today
While 97 percent of executives agree that customer experience is critical to success, less than half (just 40 percent) of those same executives have customer experience initiatives in progress – and not even sophisticated programs at that. We’ve found that “customer experience...Read More
May 15 2015 | Loyalty Today
Depending on the survey of the day, consumers can seem like a mess of juxtaposing ideals. "Exceed my expectations" on Tuesday becomes "How do you know so much about me?" on Wednesday. An SAS surveyfound that a growing number of US consumers are concerned about businesses using their...Read More
May 13 2015 | Loyalty Today
The other day my wife was describing an after-hours event a local boutique was hosting - a trunk show with a visiting designer. She'd heard about the event through an email from the store, but when she arrived, instead of a mass of every shopper that had ever set foot in the store, it was an...Read More
May 08 2015 | Loyalty Today
New technologies and forms of media mean that interruption marketing is in the past and personalized marketing is the future—that’s clear. From now on, conversations between marketers and customers will be guided by preferences, therefore customers need to be empowered to own the...Read More
May 01 2015 | Loyalty Today
You know that sinking feeling when you glance at the calendar and realize that yesterday’s date looks a little familiar, or you log into Facebook and see a slew of messages on a friend’s page: “Happy Birthday!” Life is hectic and sooner or later we’ve all...Read More
Apr 29 2015 | Loyalty Today
In the age of information, will the role of a brand have the same power over consumers? That question plagued hypothesizing marketers for a while, with some guessing that consumers would leverage the availability of so much data to find the ideal product regardless of brand affinity. Others...Read More
Apr 14 2015 | Loyalty Today
Bridget Dolan, Vice President, Sephora Innovation Lab, will address these 4 questions;What is one marketing topic that is most important to you as an innovator?Why is this so important?How will the customer experience be improved by this?How will this improve the effectiveness of marketing...Read More
Apr 12 2015 | Loyalty Today
Preference Management Video Series
For companies that have started to consider the vast benefits of an enterprise preference management system, the next question is often “Build or Buy?” Once a brand’s customer engagement and communications shortfalls are pointed out,...Read More
Apr 10 2015 | Loyalty Today
We spend a lot of time talking about preventing opt-outs through preference management - the active collection, maintenance and distribution of unique consumer characteristics, such as product interest, communication channel preference and frequency of communication.And rightly so. Anytime a...Read More
Apr 04 2015 | Loyalty Today
Getting to the checkout without hearing that phrase is a modern feat of humankind. Retailers, financial services, and expanding sectors like drugstores and restaurants know that loyalty membership programs are one of the easiest ways to get individual data on shoppers while enhancing the brand-to...Read More
Apr 01 2015 | Loyalty Today
Here are two email stats which reinforce the role of high value email as part of your mix; people who buy products via email spend 138% more than those who didn't receive email offers, and 44% of email recipients made at least one purchase last year based on a promotional...Read More
Mar 30 2015 | Loyalty Today
While most of the marketing world is still fixated on the blurry lines that separate a CMO and CTO, a new role is emerging that may offer some clarification. Enter the Chief Customer Officer, the primary advocate for the end user and mediator on their behalf within the company.
...Read More
Mar 19 2015 | Loyalty Today
“Are you a member of our loyalty program?”Getting to the checkout without hearing that phrase is a modern feat of humankind. Retailers, financial services, and expanding sectors like drugstores and restaurants know that loyalty membership programs are one of the easiest ways to get...Read More
Mar 18 2015 | Loyalty Today
Perpetually connected customers expect support, service and individualized attention from brands, and to do it properly, companies need to execute strategies that combine the efforts of many departments. Often this is easier said than done thanks to antiquated, siloed systems that use fragmented...Read More
Mar 17 2015 | Loyalty Today
Remember when it was surprising to learn that someone didn't have a landline phone? The "mobile-only" early adopters were objects of wonder: what if your battery dies? What if you experience a network outage? What if you lose it? Only a decade ago, landlines seemed an essential part of the...Read More
Mar 14 2015 | Loyalty Today
It's fair to say that today's modern consumers are aware that a bit of information goes a long way. By sharing simple preferences with companies, a customer's experiences can be vastly improved with recommendations, preferred communications and ideal contact methods. That means not...Read More
Mar 09 2015 | Loyalty Today
Ever find yourself entering a room in your house and as soon as you cross the threshold, you think, "Why did I walk in here?" Happens to all of us. Some distraction along the way made us think of something else, our priorities changed and suddenly our purpose-filled journey fizzled. Why did we...Read More
Mar 08 2015 | Loyalty Today
Preference Management Video Series
The rise of the Internet and the proliferation of connected devices has meant that we've never had more ways to converse with brands. Connectedness supersedes geography and availability, and consumers can demand personalized experiences devoid of...Read More
Mar 04 2015 | Loyalty Today
Bzzz. It’s your teen texting you. Bzzz. Now it’s your husband. Bzzz. Here comes a link sent to the whole family, and you brace yourself for the onslaught of reply-all group texting commentary. Bzzz. Bzzz. Bzzz. Bzzz. For many of us, texting has...Read More
Mar 02 2015 | Loyalty Today
Over the 19th and 20th centuries, consumer engagement spanned the town’s lone general store where the owner knew your family and thus your needs, to industrialization and mass production creating affordability and a new level of consumerism. That new version of commercialism also...Read More
Mar 02 2015 | Loyalty Today
Over the 19th and 20th centuries, consumer engagement spanned the town’s lone general store where the owner knew your family and thus your needs, to industrialization and mass production creating affordability and a new level of consumerism. That new version of commercialism also...Read More
Feb 27 2015 | Loyalty Today
Did you join a gym in the new year? How’s that resolution going? Just like a new workout routine you hope to carry throughout the year, customer engagement takes some initial preparation before the rest of the journey becomes easier. For gyms and health clubs across the country...Read More
Feb 25 2015 | Loyalty Today
When Teradata surveyed over 1,500 worldwide marketing and communications executives in 2014, they found an overwhelming response to what their priorities were in 2014. What did 92% of marketers agree they were prioritizing? Individualized marketing - going beyond demographic segments and focusing...Read More
Feb 23 2015 | Loyalty Today
"The consumer isn't a moron, she's your wife." In 1963, David Ogilvy's famous quote illustrated the revolution that was taking place in the way companies reached out to consumers.
Today we're a beyond the concept of bonds between people and the businesses that serve them, and more...Read More
Feb 22 2015 | Loyalty Today
Ever open your inbox and see a subject line that makes you cringe? Not the click-bait stuff, or the constant political fundraising asks, but the one that you can instantly identify as a poorly crossed marketing wire?
Like when I get "personalized" invitations to store openings in Los Angeles, or...Read More
Feb 05 2015 | Loyalty Today
How many times have you stopped at the grocery store after a long day at work and proceeded to wander down each aisle while also juggling an influx of incoming text requests from the rest of the family? With so many objectives in one person's errand (get the necessities, find specific brand...Read More
Feb 03 2015 | Loyalty Today
Creating customer centric business practices is one of the most important factors in a company's success - so say 73 percent of 300 survey respondents, including senior marketing executives in a new survey from the Chief Marketing Officer Council and SAP. Yet in the wider scheme of their...Read More
Feb 02 2015 | Loyalty Today
As we barrel toward a future where personalization extends to our wearable technology and our home appliances, there's always that nagging industry chatter about consumers who are holding out and unwilling to share personal data. As marketers, that population can seem like a stubborn, self...Read More
Dec 16 2014 | Loyalty Today
Like millions of American consumers, I prepare for the holiday season with two important lists - my wish list and the list of loved ones I plan to shop for. And every year, my wish list gets shorter and my shop list seems to get longer. But for marketers, there is a third list to consider. Where...Read More
Sep 25 2014 | Loyalty Today
For the purposes of this series, "preference" is defined as a self-reported opinion related to interaction between customer and company on topics such as product interest, channel of choice and frequency of communication.These preferences are not solely derived by profile data, purchase history...Read More
Aug 14 2014 | Loyalty Today
In its ideal form, preference management should be present at every interaction point between company and customer, such as mobile, social media, in-store, contact center and more. However, a sweeping introduction of new functionality across the enterprise would require approval from many...Read More
Nov 24 2015
With the rise of ecommerce, brands initially took a look at the other edge of the technology sword and declared that “showrooming” was the new enemy. Showrooming is the idea that shoppers visit brick-and-mortar stores to check out their potential purchases before returning home to...Read More
Nov 17 2015
As retailers gear up for the holiday season, you can bet they're looking for the biggest bang for their buck in attracting potential shoppers. One of today's sought-after technological innovations, automated targeting, seem like an ideal solution for retailers on a budget who are hoping...Read More
Oct 26 2015
A limited scope of engagement for an initial preference management project allows enterprises to build a simple, gradual case for additional investment. By streamlining metrics, something as simple as an opt-down, instead of an opt-out, can prove immense value in a mere 90 days. A powerful...Read More
Oct 19 2015
After seeing devastating flood damage in South Carolina, newscasters began repeating the phrase "thousand-year-storm" to describe what had happened. But many mistakenly interpreted the phrase to mean that the storm was likely to happen once every thousand years.
In actuality, the "thousand" is in...Read More
Oct 14 2015
Feel that chill in the air? That’s the signal of big things on the horizon and I don't just mean the pumpkin spice hype. For marketers, it's the start of the holiday shopping season. Thirty-two million shoppers are already be on the prowl for gifts, yet two percent of all American...Read More
Oct 13 2015
After unrolling preference management at multiple touchpoints, you will be collecting consumer information at a variety of places that can speak to customers' preferences at different interaction levels. Gathering this information allows you to begin to map the scope of the customer journey...Read More
Oct 08 2015
In the spring, Google rolled out algorithm changes to devalue "non-mobile-friendly" websites in its search rankings. This has added additional fuel to the ongoing mobile marketing conversation.
However, your website is only one component in your total ability to connect with consumers, who have...Read More
Oct 07 2015
Are you already making holiday travel plans? Me too. Thanksgiving, Christmas, New Year and maybe a spring fling to somewhere warm to help forget about all that necessary travel in the first place.
Unfortunately at the end of all those flights or long drives awaits a hotel stay. At times it's...Read More
Oct 05 2015
When Leapfrog Marketing Institute's CMO Benchmark Survey showed that 93% of CMOs were under pressure to deliver measurable return on investment, I wasn't necessarily surprised. I was sympathetic though.
Sure, on its face, it’s not shocking that an enterprise is on the hook to show...Read More
Oct 01 2015
Once you've rolled out preference management within your company and demonstrated the value of the program, the next move is to expand to additional touchpoints. After all, the goal of preference management is to capture consumer information from places like call centers, social media and...Read More
Sep 29 2015
Michaels and Sally's are taking omnichannel to new levels through interconnected campaigns that blend and blur the lines between media boundaries to achieve a united 360-degree presentation of messages and experiences to consumers.
The key to mastering an interconnected media, messaging and...Read More
Sep 26 2015
Data, that's what. It's not rocket science, is it? We know how important data is to react to our customers and engage them in the conversations they want to be having. So when Teradata surveyed 1,500 global marketing and communications executives, they found an...Read More
Sep 23 2015
By now, we all know how important it is to have a unified, holistic view of our customers. Whether you work with consumers or other businesses, the idea of collecting customer information in one place to provide personalized customer experiences is at the core of most marketers' customer...Read More
Sep 20 2015
Preference Management Video Series
In the long run, preference management can and should be used throughout your company's interactions with every customer and on all touchpoints. But when you're starting out, you'll want a cautious approach as you unroll the preference management...Read More
Sep 16 2015
Recently, the annual list of companies with the worst customer service came out and it got me thinking. It's time that marketers seized the opportunity of "helpfulness" and use its value at every stage of the purchase journey, from prospect to long-term, raving fan. All too often, helpfulness...Read More
Sep 12 2015
It's tough to be an ambitious marketer when the full customer experience you want to create depends so greatly on factors often out of your control. Seventy-three percent of respondents to a survey by Chief Marketing Officer Council and SAP say that customer centric business practices are one...Read More
Sep 07 2015
A top health insurance company recently selected PossibleNOW as a partner for enterprise preference management, signifying our expertise in a fast-paced and dynamic healthcare market that also requires strict privacy regulations. The enterprise-wide preference management system will integrate on...Read More
Aug 31 2015
At the end of 2014, United Airlines announced that they were investing in technology for in-flight use by flight attendants - each would receive an iPhone 6 Plus. The smartphones would make retail transactions quick, and keep essential information easily accessible (like safety policies), but it...Read More
Aug 28 2015
Once you've begun the implementation process for preference management, it's essential that you prepare for success. Such a streamlining process is often complicated up front - it may have started as a marketing initiative, gone through the IT department and been boosted by the customer...Read More
Aug 27 2015
You've seen it in action: your airline saving your miles rewards and reminding you of your next milestone, online retailers anticipating your shipping address, the auto shop calling to set up the oil change based on your last visit. We modern consumers appreciate and expect the...Read More
Aug 15 2015
When the Federal Communications Commission (FCC) announced that it was tightening technical definitions and expanding opt-out rights, they provided consumers greater protections from automated marketing calls and texts. Yet that waterfall effect means that legitimate contact from debt collection...Read More
Aug 13 2015
If you’ve done the research on personalizing marketing strategies, you know there’s no shortage of ways to optimize your outreach. And in fact, though there are many approaches to reaching customers and anticipating their wants and needs, the truth is that any customer-facing strategy...Read More
Aug 08 2015
Your marketing messages go through a virtually instantaneous evaluation by consumers.They either identify with your communication and say, “Yes, that’s me!” or, disconnect, feeling that you have no idea who they are or what they want. It’s all based on your degree of...Read More
Aug 01 2015
Are you at the point where senior leadership has recognized the need for better and more efficient customer engagement? Are they interested in a sophisticated preference management solution as a means of achieving that goal?
Let’s say they’re taking next steps like feasibility and...Read More
Jul 28 2015
Ahhh, the email inbox. A modern marketer’s potential Pandora’s Box. The drive to personalize and grab a reader’s attention is par for the course when it comes to contacting consumers. But you’ve been there too – staring at the screen in disbelief at what’s come...Read More
Jul 24 2015
Too much marketing communication and too little targeting has been behind a sharp uptick in brand damage.In a recent study on Millennials, the Aimia Institute coined the term “High Volume Sensitive Consumers” for those segments across all generations most likely to permanently...Read More
Jul 17 2015
“We believed that with tighter targeting we could increase engagement. By acting on insights from Voice of Customer research, we were able to go far beyond our previous segmentation strategies and now use in-depth self-defined life stages and attitudes toward certain product categories. As...Read More
Jul 16 2015
Over the years I’ve watched many companies grow their customer outreach, so I know what that track is like. And I know that when brands start to see the benefits of personalization, it’s a game-changer. That’s why I’m so heartened to check in on VentureBeat’s...Read More
Jul 09 2015
Once an enterprise launches into a decision-making model for the integration of preference management, there are key questions to address. Consider the following: How does your brand already collect, maintain and distribute preferences?What does the leadership think the company is doing to...Read More
Jul 07 2015
As we barrel toward a future where personalization extends to our wearable technology and our home appliances, where our fridge might talk to the grocery store or the laundry detergent supply gets replenished automatically, there's always that nagging chatter about consumers who are unwilling...Read More
Jul 02 2015
For companies that wiggled around loopholes and took advantage of vague definitions in the Telephone Consumer Protection Act (TCPA), they're about to be in for a rude awakening. One June 18, the Federal Communications Commission reaffirmed consumers' rights by approving declaratory...Read More
Jul 01 2015
The other day I was waiting to speak with the pharmacist at my local drugstore. As I sat in the waiting area, my view was of the nearby cosmetics aisle. You can safely assume I have little knowledge of the products in the cosmetics aisle. What I do know though, is customer journeys. While waiting...Read More
Jun 27 2015
A new webinar is live in our Resource Center – "The ROI of Big Data: Winning Big by Thinking Small."
Curious? We find that a lot of brands are trying to figure out how they can leverage data being collected on customers and prospects, yet big data itself doesn't often provide granular...Read More
Jun 24 2015
Preference Management Video Series
When making a case for preference management, the question at hand is often, "How much can we do in-house?" Ambitious companies often think they can build solutions to cover all their bases.A panel discussion between VP of Sales, Rob Tate, VP and GM of...Read More
Jun 23 2015
As marketing experts, we tend to follow demographic trends and make assumptions about behavior. One of the numbers most of us know by heart is that women make an estimated 80 percent of all buying decisions. Since they're the most important decision-makers when it comes to making family...Read More
Jun 21 2015
Most companies take existing customers for granted. They make 3 deadly assumptions; customers understand everything about your products, you know everything about your customers and, customers feel you are so special that they will be yours forever.So, here are the 3 things never to think about...Read More
Jun 06 2015
As marketers, we're often singularly focused on conversion as if it's a single act: click-throughs and messaging that guides prospects to jump in and say "yes!" to all that we offer. We look for a silver bullet and make outcomes black or white because it's easy to digest. That doesn...Read More
Jun 04 2015
When making a case for preference management, the two prongs of approach are usually A) strengthening compliance with privacy regulations and B) improving marketing ROI. Both are appealing, and both are correct, too. Preference management is a single solution that addresses both modern challenges...Read More
Jun 01 2015
No matter whether your travel is for business or pleasure, there’s one thing that doesn’t change: the anonymous, impersonal hotel stay. You might stay at a resort with all the amenities, but it’s still not quite the comfort of home. How does the thread count in your King...Read More
May 25 2015
Your company has become a mobile experience for customers whether you are ready for it or not. Today's multi-device consumer is increasingly accessing your information, messaging and ads on a mobile device. Your challenge is how to utilize mobile to take consumer experiences to a higher...Read More
May 19 2015
While 97 percent of executives agree that customer experience is critical to success, less than half (just 40 percent) of those same executives have customer experience initiatives in progress – and not even sophisticated programs at that. We’ve found that “customer experience...Read More
May 15 2015
Depending on the survey of the day, consumers can seem like a mess of juxtaposing ideals. "Exceed my expectations" on Tuesday becomes "How do you know so much about me?" on Wednesday. An SAS surveyfound that a growing number of US consumers are concerned about businesses using their...Read More
May 13 2015
The other day my wife was describing an after-hours event a local boutique was hosting - a trunk show with a visiting designer. She'd heard about the event through an email from the store, but when she arrived, instead of a mass of every shopper that had ever set foot in the store, it was an...Read More
May 08 2015
New technologies and forms of media mean that interruption marketing is in the past and personalized marketing is the future—that’s clear. From now on, conversations between marketers and customers will be guided by preferences, therefore customers need to be empowered to own the...Read More
May 01 2015
You know that sinking feeling when you glance at the calendar and realize that yesterday’s date looks a little familiar, or you log into Facebook and see a slew of messages on a friend’s page: “Happy Birthday!” Life is hectic and sooner or later we’ve all...Read More
Apr 29 2015
In the age of information, will the role of a brand have the same power over consumers? That question plagued hypothesizing marketers for a while, with some guessing that consumers would leverage the availability of so much data to find the ideal product regardless of brand affinity. Others...Read More
Apr 14 2015
Bridget Dolan, Vice President, Sephora Innovation Lab, will address these 4 questions;What is one marketing topic that is most important to you as an innovator?Why is this so important?How will the customer experience be improved by this?How will this improve the effectiveness of marketing...Read More
Apr 12 2015
Preference Management Video Series
For companies that have started to consider the vast benefits of an enterprise preference management system, the next question is often “Build or Buy?” Once a brand’s customer engagement and communications shortfalls are pointed out,...Read More
Apr 10 2015
We spend a lot of time talking about preventing opt-outs through preference management - the active collection, maintenance and distribution of unique consumer characteristics, such as product interest, communication channel preference and frequency of communication.And rightly so. Anytime a...Read More
Apr 04 2015
Getting to the checkout without hearing that phrase is a modern feat of humankind. Retailers, financial services, and expanding sectors like drugstores and restaurants know that loyalty membership programs are one of the easiest ways to get individual data on shoppers while enhancing the brand-to...Read More
Apr 01 2015
Here are two email stats which reinforce the role of high value email as part of your mix; people who buy products via email spend 138% more than those who didn't receive email offers, and 44% of email recipients made at least one purchase last year based on a promotional...Read More
Mar 30 2015
While most of the marketing world is still fixated on the blurry lines that separate a CMO and CTO, a new role is emerging that may offer some clarification. Enter the Chief Customer Officer, the primary advocate for the end user and mediator on their behalf within the company.
...Read More
Mar 19 2015
“Are you a member of our loyalty program?”Getting to the checkout without hearing that phrase is a modern feat of humankind. Retailers, financial services, and expanding sectors like drugstores and restaurants know that loyalty membership programs are one of the easiest ways to get...Read More
Mar 18 2015
Perpetually connected customers expect support, service and individualized attention from brands, and to do it properly, companies need to execute strategies that combine the efforts of many departments. Often this is easier said than done thanks to antiquated, siloed systems that use fragmented...Read More
Mar 17 2015
Remember when it was surprising to learn that someone didn't have a landline phone? The "mobile-only" early adopters were objects of wonder: what if your battery dies? What if you experience a network outage? What if you lose it? Only a decade ago, landlines seemed an essential part of the...Read More
Mar 14 2015
It's fair to say that today's modern consumers are aware that a bit of information goes a long way. By sharing simple preferences with companies, a customer's experiences can be vastly improved with recommendations, preferred communications and ideal contact methods. That means not...Read More
Mar 09 2015
Ever find yourself entering a room in your house and as soon as you cross the threshold, you think, "Why did I walk in here?" Happens to all of us. Some distraction along the way made us think of something else, our priorities changed and suddenly our purpose-filled journey fizzled. Why did we...Read More
Mar 08 2015
Preference Management Video Series
The rise of the Internet and the proliferation of connected devices has meant that we've never had more ways to converse with brands. Connectedness supersedes geography and availability, and consumers can demand personalized experiences devoid of...Read More
Mar 04 2015
Bzzz. It’s your teen texting you. Bzzz. Now it’s your husband. Bzzz. Here comes a link sent to the whole family, and you brace yourself for the onslaught of reply-all group texting commentary. Bzzz. Bzzz. Bzzz. Bzzz. For many of us, texting has...Read More
Mar 02 2015
Over the 19th and 20th centuries, consumer engagement spanned the town’s lone general store where the owner knew your family and thus your needs, to industrialization and mass production creating affordability and a new level of consumerism. That new version of commercialism also...Read More
Mar 02 2015
Over the 19th and 20th centuries, consumer engagement spanned the town’s lone general store where the owner knew your family and thus your needs, to industrialization and mass production creating affordability and a new level of consumerism. That new version of commercialism also...Read More
Feb 27 2015
Did you join a gym in the new year? How’s that resolution going? Just like a new workout routine you hope to carry throughout the year, customer engagement takes some initial preparation before the rest of the journey becomes easier. For gyms and health clubs across the country...Read More
Feb 25 2015
When Teradata surveyed over 1,500 worldwide marketing and communications executives in 2014, they found an overwhelming response to what their priorities were in 2014. What did 92% of marketers agree they were prioritizing? Individualized marketing - going beyond demographic segments and focusing...Read More
Feb 23 2015
"The consumer isn't a moron, she's your wife." In 1963, David Ogilvy's famous quote illustrated the revolution that was taking place in the way companies reached out to consumers.
Today we're a beyond the concept of bonds between people and the businesses that serve them, and more...Read More
Feb 22 2015
Ever open your inbox and see a subject line that makes you cringe? Not the click-bait stuff, or the constant political fundraising asks, but the one that you can instantly identify as a poorly crossed marketing wire?
Like when I get "personalized" invitations to store openings in Los Angeles, or...Read More
Feb 05 2015
How many times have you stopped at the grocery store after a long day at work and proceeded to wander down each aisle while also juggling an influx of incoming text requests from the rest of the family? With so many objectives in one person's errand (get the necessities, find specific brand...Read More
Feb 03 2015
Creating customer centric business practices is one of the most important factors in a company's success - so say 73 percent of 300 survey respondents, including senior marketing executives in a new survey from the Chief Marketing Officer Council and SAP. Yet in the wider scheme of their...Read More
Feb 02 2015
As we barrel toward a future where personalization extends to our wearable technology and our home appliances, there's always that nagging industry chatter about consumers who are holding out and unwilling to share personal data. As marketers, that population can seem like a stubborn, self...Read More
Dec 16 2014
Like millions of American consumers, I prepare for the holiday season with two important lists - my wish list and the list of loved ones I plan to shop for. And every year, my wish list gets shorter and my shop list seems to get longer. But for marketers, there is a third list to consider. Where...Read More
Sep 25 2014
For the purposes of this series, "preference" is defined as a self-reported opinion related to interaction between customer and company on topics such as product interest, channel of choice and frequency of communication.These preferences are not solely derived by profile data, purchase history...Read More
Aug 14 2014
In its ideal form, preference management should be present at every interaction point between company and customer, such as mobile, social media, in-store, contact center and more. However, a sweeping introduction of new functionality across the enterprise would require approval from many...Read More