Last time we looked at why marketing needs to pull the employee journey into the customer journey mapping process, and this week I’d like to wind that back to one other miserable process that could use a bit of marketing help. That’s right, it’s the candidate experience. If you have looked for a job any time […]
Forrester is building on its research into the ways organizations can improve the kind of customer experience they offer by launching a CX certification course that aims to close skills gaps, develop ROI models and more over a six-week period. Based in Cambridge, Mass., Forrester’s analyst team covers a wide variety of subjects that include […]
It may not be as well-known as the best-selling author who co-founded it, but BEworks is taking some big steps to raise awareness of its track record in applying behavioral economics to boost conversion rates, stimulate enterprise innovation and more. Over the past few months, BEworks has set up in a new, larger office space […]
Customer experience has remained one of the most crucial factors in retaining the existing clients. The customer pool for B2B businesses is smaller when compared to B2C businesses. For B2B businesses, it is extremely important to hold on to the current customers as losing even a single customer due to poor customer service can be […]
Don’t Confuse a New Look with a New Brand If you have ever sat across from a chief financial officer or the head of sales and tried to convince them that thought leadership is actually a thing, then you will appreciate the 99U blog published by Adobe. This, in my view, is a gold standard for corporate […]
Negotiating a B2B deal requires patience. A B2B relationship can be nurtured over the course of weeks, months or even years before the negotiating parties put ink to a contract. As the principal parties get to know each other, business relationships become quite personal. The logical and pragmatic considerations of business blend with the emotional […]
There’s a concept called Flip My Funnel that the folks at Terminus are using well to promote and explain the concept of account-based marketing. It’s compelling because it turns the idea of lead-generation on its head and says “stop spraying and praying. Rather, map and focus.” The data team at SqueezeCMM is in the process of applying […]
To say that the brand universe is complicated is a bit of a truism. The brand experience is deeper, fragmented, and very complex and fragile. More than ever, a brand is shaped by experiences and not perceptions. Perhaps delivering one bad experience with a customer service rep after five good digital or product experiences won’t […]
In the world of B2B, online communities see lively discussion and debate from their members. They also see the sharing of resources and knowledge contributed by field experts and host well-planned live events. For those who work in the field of customer experience, this paid-access website for the Customer Experience Professionals Association is a must-bookmark. […]
Twitter is taking aim at customer engagement and personalized brand marketing with the release of a new report, the “Customer Service on Twitter Playbook”. It look at how customers are engaging more with brands on Twitter, especially for customer service issues (or social care, as it’s also known), and how brands are responding to those requests, […]
