Quality customer service focuses on providing exceptional customer experiences. The goal is to convert leads into paying customers, build relationships with them, retain them, and turn them into brand advocates. …
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Big Data
Big Data and Your Bottom Line
Billions of people around the world use and interact with e-commerce sites every day. In the process, data is accumulated at levels never before possible. Through collection and analysis of…
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SearchChat Podcast: Data Is Not a Moat for Your Business. What Is?
If a moat is an uncrossable chasm, then data may not be a moat. No amount of data can make it impossible for the competition to catch up. But it…
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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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SearchChat Podcast: How Marketers Can Use Data to Keep Your Seat at the Table
There’s major power for automation within marketing, and not everyone is harnessing it. In this episode of SearchChat, Steve Zakur and I ask: how can CMOs use both automation and…
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SearchChat Podcast: Is AI Bigger than the Internet?
In a recent study, 63% of CEOs agreed that AI will have more impact on their business than the internet. Think about that for a minute. The internet. And yet, 23%…
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SearchChat Podcast: How Facebook Got Sent to App Jail
Facebook is having a terrible week. After experiencing a barrage of trouble over the last few months, they’ve finally crossed a line Apple won’t tolerate. They made available an app…
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SearchChat: Can You Personalize Without Creepy Data?
Is the dream of the visitor journey dying? How do we make journeys more functional without using data people don’t want us to have? Marketers are starting to learn they…
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Eight years later, what did we learn from Watson winning Jeopardy?
If you are a nerd like me, you might remember watching IBM’s Watson playing Jeopardy against legendary champion Ken Jennings and Brad Rutter, another very strong player–and Watson ate their…
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SearchChat: Ring in the Year by Putting Data to Work
Big data has been hot this year. But if your analytics are falling short, you won’t know how to make improvements to keep up. Steve and I talk about the…
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