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Marketers today have to acknowledge many customers today like the flexibility of pay-as-you-go or flexible consumption models, which emphasize concepts like sharing, renting, and swapping.
CX thought leader Paul Greenberg said companies and brands simply cannot delight their customers all the time. Is it a more authentic goal to resolve customers' needs by delivering the right product or service — in a way that makes those customers feel heard and validated? When you value your customers, you will succeed, Greenberg said.
We're collectively obsessed over Yanny vs. Laurel. And while I'm happy to promote #TeamLaurel, there are just as many people on #TeamYanny. But could this viral internet audio clip really be the key to better brand experience?
Practical Application of the GDPR for Marketers: Data Retention, Erasure, Access Requests, Preference Management
The GDPR requires marketers to thoughtfully consider the length of time they retain the personally identifiable information (PII) they collect. Marketers can set their own retention policies based on the needs of their organization. However, once a policy is adopted it must be strictly followed.
Digital transformation is to the C-suite what performance reviews are to most employees: a source of unease and anxiety. Unlike most company-wide initiatives, digital transformation is an amorphous concept without a track record. Here's how to master what even Forrester calls it hard to define.
What does great CX look like? And what do customers want, anyway? To answer those questions, let's identify less obvious CX leaders — no "Amazon," "Zappos," or "Nordstrom" responses allowed. Instead consider Chewy, KEH, OtterBox and Sub-Zero.