The role of the customer support (CS) team has continued to expand. Once a reactive team that responded to inbound requests, customer support now has input into several aspects of…
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6 Ways Big Data Is Improving the Customer Experience
In 2019 and beyond, the companies and organizations that knowledgeably, ethically and creatively use data will rise above the rest. Businesses have a valuable competitive advantage at their disposal when…
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A Branding Paradox: Build But Don’t Dominate
Marketers are encouraged to maximize the awareness, trial and usage of their brands. They also know that a brand is more than just a fanciful name. Insightful research and prudent…
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How Employee Advocacy Benefits Human Resources
The following is a sponsored article from our partner, GaggleAMP Implementing an employee advocacy program has a slew of benefits for your marketing team, but you might be surprised to…
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How Technology is Revolutionizing the Financial Services Industry and Improving the Customer Experience
Technology has become an inextricable part of every industry, and has revolutionized the financial industry. Advances in fintech have improved efficiency and effectiveness for both the industry and customers alike….
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The Trouble with Buyer’s Journey Maps
Let me ask you a controversial question: Is it time for you to rethink the buyer’s journey for your business? I know that for many companies buyer’s journeys represent a…
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CX Mid Funnel: Getting Past Traffic to Conversions
Last week I attended Conductor’s C3 conference. We’re in the process of joining Conductor’s partner ecosystem because our clients see the value of the intersection of SEO and behavior-based personalization…
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5 Ways Service Businesses Can Use SMS for a Better Customer Experience
Think that SMS is too invasive to use in your business? Think again! According to Jeffrey Vocell, Principle Product Manager for the HubSpot Growth Platform, customers expect to be contacted…
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SearchChat Podcast: Personalization–Meeting Customers in the Moment
Personalization: why do it? No, this isn’t a suggestion that you shouldn’t. It’s just important to think about why you are doing it in the first place. Personalization needs to…
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How to Increase Conversions by Providing an Excellent Customer Experience
Marketers are all about numbers, and brands are all about people. Focusing on both can result in better profits, while elevating company reputation in the process. It’s the hand-written note…
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