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Customer-Centric Business

Last Build Date: Tue, 20 Feb 2018 20:01:50 +0000


4 well-intended Marketing Automation BAD HABITS to break

Tue, 20 Feb 2018 20:01:50 +0000

Let’s face it. No one sets out to botch something up or fall short of reaching a goal. When marketing automation was in its infancy, and pioneers like Don Peppers, Martha Rogers, Tom Siebel, and Paul Greenberg envisioned marketing and CRM systems in the mid 1990’s, they set the right vision, believing great customer relationships […]

A Decade of Martech: The top 10 ideas from 10 years of

Tue, 20 Feb 2018 19:45:12 +0000

Happy anniversary, dear martech readers. Ten years ago, I started, with my first post in February 2008 announcing “a blog for marketing technologists.” It was shortly followed by a riff on martec being analogous to marcom, which is why...

7 Important Tips For Creating Awesome Customer Surveys

Tue, 20 Feb 2018 19:43:52 +0000

Customer surveys are a great tool to determine how customers feel about a brand & its products or services, but designing a survey which customers would respond to is one thing while designing a survey which would yield actionable insights is another. When designing surveys it is important that business owners and CX professionals avoid […]

How Does Work Queue Management Adds To Your Customers’ Satisfaction?

Tue, 20 Feb 2018 19:41:27 +0000

As companies strive to exceed their customers’ expectations in terms of customer service delivery, the development and implementation of business process solutions that improve the efficiency and speed of their respective processes are becoming more crucial. One example of a helpful business process solution is work queue management. The goal of work queue management is […]

Use Data Science to Understand Customer Emotions and Decisions

Tue, 20 Feb 2018 19:39:36 +0000

A few sentences jump out at me, from an interview I conducted recently with customer-experience expert Peter Dorrington. “Behavioral economics and psychology show us that much of human decision-making is based in the world of emotion and cognitive bias, not logic,” Peter observes. Businesses desire to make use of this insight, so “We’ve moved down […]

A Majority of Data Scientists Lack Competency in Advanced Machine Learning Areas and Techniques

Tue, 20 Feb 2018 19:34:20 +0000

Data science requires the effective application of skills in a variety of machine learning areas and techniques. A recent survey by Kaggle, however, revealed that a limited number of data professionals possess competency in advanced machine learning sk...

Will GDPR Hurt Customer Data Platforms and the Marketers Who Use Them?

Tue, 20 Feb 2018 19:30:00 +0000

Like an imminent hanging, the looming execution of the European Union’s General Data Protection Regulation (GDPR) has concentrated business leaders’ minds on their customer data. This has been a boon for Customer Data Platform vendors, who have been a...

Improving Customer Experience and Retention with the Path to Purchase

Mon, 19 Feb 2018 17:59:48 +0000

Here’s a quote from McKinsey & Company to frame and put on your wall: “… maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20 percent but also to lift revenue by up to 15 percent while lowering the cost of serving customers by as much as 20 percent.” […]

What HR could learn from Customer Experience – a people insight and analytics approach

Mon, 19 Feb 2018 17:54:39 +0000

Source: Adobe Stock 87% of organisations cite employee engagement as being one of their top priorities. However, in Gallup’s 2017 global study, they found that only 15% of employees are engaged at work and this figure is believed to be on the decline. One of the most tried and tested means employed by organisations to measure employee engagement […]

How sales hustle and automation hurt customer experience

Mon, 19 Feb 2018 17:45:00 +0000

Sales reps are hustling and using automated tools to move faster. But it can hurt customer experience. Here’s why: You can’t automate trust I registered for a demo account for CRM software. Five minutes later I got a call. Didn’t answer. Wa...

Do You Know Your Customer Journey Map & the Emotions Overlay?

Mon, 19 Feb 2018 17:39:35 +0000

A recent post by John Ollila about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disaste...

How to Keep Your Customers Coming Back

Mon, 19 Feb 2018 17:37:34 +0000

In today’s competitive marketplace, how can you encourage customers to stay loyal to your brand and products when there are so many choices available? You have to provide an outstanding product, of course, and it must be appropriately priced, but there are a lot of companies that can do that. What will set you apart […]

AI: Useless Without the Human Touch

Mon, 19 Feb 2018 17:30:23 +0000

There are conflicting opinions about the impact emerging technologies will have on the future job market. The reality is this: many of the jobs that will exist in 2030 do not exist today. Our jobs are not at risk of disappearing, but rather evolving and ultimately enabling us to maximize the impact of the human […]

5 Reasons Your Company Needs a Human Evaluation of Your Marketing

Mon, 19 Feb 2018 17:26:24 +0000

SHARE By Rhonda Basler | February 16, 2018 | Engage Customers | Engage Employees Today we welcome Jeannie Walters, speaker, writer and CEO of 360Connext Experience Investigators, to the Hallmark Business Connections blog. Jeannie and I share somethin...

15 vital customer experience statistics for 2018

Mon, 19 Feb 2018 17:22:19 +0000

15 vital customer experience statistics for 2018 Research by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator. We’re just a couple of years away and most brands have already arrived in the fut...

How to Use Pull Marketing to Change the Trajectory of Your Buyer’s Journey

Sun, 18 Feb 2018 18:02:41 +0000

Chris Ryan, CEO of Fusion Marketing Partners, has 25 years of marketing, technology, and senior management experience, and has created and executed numerous programs that build market awareness, drive lead generation and increase revenue. In this Big Ideas video, he reveals: How B2B buying has changed, and what this means for marketing and sales organizations […]

Evolving Customer Surveys Into Customer Stories

Sun, 18 Feb 2018 06:11:37 +0000

I popped into my local supermarket today to pick up some essentials (nappies and alcohol if you are interested – only one of those is for me). As I queued for the pleasure of serving myself at a self-scan checkout, I looked around at the large number of other shoppers and starting asking myself some […]

Wells Fargo: They Should Do This

Sun, 18 Feb 2018 06:01:37 +0000

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The San Francisco-based bank, whose employees opened many fraudul...

When “New” Data Tells an Unforeseen Story: A Tale About An Unexpected Consumer

Sun, 18 Feb 2018 05:53:28 +0000

From the time their founders had a dream, B-to-C corporations envision who their buyers are, and who they will become. No one said it better than Steve Jobs when he professed that organizations must get so close to customers that it’s you who tells them what they need well before they even realize it themselves. […]

Nimble Mobile CRM 3.0 – A Quantum Leap?

Sun, 18 Feb 2018 05:48:51 +0000

The News On February 14, 2018 Nimble announced the launch of Nimble Mobile CRM 3.0, their new powerful mobile contact, relationship and pipeline manager for Office 365 and G-Suite. The company also announced a bundling of PieSync’s B2B cloud integratio...