customer experience

Create Amazing Customer Experiences With “Slightly Better Than Average” – Email Marketing Article

    Shep Hyken is all about good habits. So much so, that he wrote a book about it – “Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence With Everyone.” In it, he explores ways to be successful in work and life. So, it’s no surprise that he knows what it takes to provide an amazing customer experience. To do this, we must jump into the habit of amazing every customer, every time. While that sounds…

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The Role Boards of Directors and Shareholders Should Play in Guiding Business Innovation and Digital Transformation – Marketing Article

Photo by Benjamin Child on Unsplash My friend Raj Singh is the Chair of the Institute of Directors (IoD) in the UK. IoD has over 30,000 directors as members serving as board members for listed and unlisted companies. For one of its quarterly breakfast club meetings, I was asked to share my views on the role boards of directors need to play in guiding digital transformation and business innovation. Raj also asked for me to discuss the role of customer experience…

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Video Belongs In These 3 Moments In Your Customer Journey – Email Marketing Article

  If you’ve been thinking at all about implement video into your sales process, your customer success playbooks, or anywhere else along the customer journey — and let’s face it, you pretty much can’t be a video denier anymore — you’re going to love this episode. There’s been a ton of talk about video lately – and the conversation’s changing. It’s not just about that highly produced video with fancy lights, expensive equipment, background music, and a team of hired…

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When Lead Generation Trumps Helping Customers | #FrictionHunter – Marketing Article

Which is more important on your website? Helping potential customers, or turning them into leads? Lead generation is important for most businesses, but your choice can have a big effect on customer experience. [IMPORTANT NOTE: I began working on this post last year. Since that time, all of the sites have changed their user experience. Treat what follows as an illustration of different CX/UX approaches, not a critique of the current experience offered by these brands.] After five years of…

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Report: Marketers Strive But Struggle to Deliver a Consistent Customer Experience – B2B Marketing Article

Marketers are constantly striving to provide a consistent customer experience across all of their channels, but new research suggests that many are still struggling to achieve this goal. Dun and Bradstreet, along with AdWeek, recently published the “B2B Enters the Experience Era: 2020 Data-Driven Marketing and Advertising Outlook” report, and statistics suggested that for most marketers (43%), it’s “extremely important” to deliver a consistent customer experience across various digital and offline channels. However, only 7% said that they are “well…

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Be an eCommerce Contender with Punchout Capabilities – B2B Marketing Article

You may not be a big-time distributor with deep pockets, but that doesn’t mean you can’t compete with them in the eCommerce ring. With advancements in B2B technology, even small to mid-sized distributors can have a successful e-business, especially if they offer punchout capabilities. What once was viewed as a “value-added” feature is now becoming a requirement for distributors, especially for those with customers in the government or higher education fields. Designed to create a direct connection between B2B companies…

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Practical Tips for Sales Leaders – Email Marketing Article

  Joe Caprio is passionate about finding ways to enable your sales team to thrive. He was a loyal Chorus.ai customer before joining the sales enablement software company as VP of Sales. During his tenure running training and sales enablement at InsightSquared, he recognized the need to hire people into sales roles who are relatively new to sales. But they needed to execute a relatively complex sale in a way that required higher business acumen. That’s where Chorus came in.…

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Customer Experience Matrix: Acquia Buys AgilOne CDP – B2B Marketing Article

Acquia, which is moving past its roots in Web content management to become a multi-channel “digital experience platform” (DXP), took a big step in that direction today with a deal to buy the AgilOne Customer Data Platform. The deal follows Acquia’s May 2019 purchase of open source marketing automation platform Mautic  and September 2019 purchase of site building tool Cohesion.  Acquia itself was purchased in September by Vista Equity Partners  for $1 billion, which obviously supports their DXP strategy. The…

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4 Marketing Ideas to Increase Sales (That You Should Steal Today) – Email Marketing Article

 When Scott Barker got his start in sales, he went in willing to learn and wanting a view of the bigger picture: sales, marketing, customer success – all of it. And through this process, he picked up valuable marketing ideas to increase sales. Scott never truly understood the arbitrary lines existing between sales and marketing functions. And, when you think about it, he has a valid point. By gaining a clearer grasp of a customer experience as a whole, Scott…

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