Tag Archives: customer experience

The digitization of everything — its impact on customer experience

WELCOME TO THE ONE-SCREEN WORLD

When your coffee barista greets you by name and has your usual morning order piping hot and waiting for you — that’s customer relationship management at its finest. But with tech innovations rapidly merging the digital and physical worlds, what will CRM look like in the future? Brian Vellmure explores this question and more.

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Top three marketing trends for 2013

A Marketer's Viewpoint

What should marketers focus on for 2013? I sat down with Adele Sweetwood, VP of SAS Americas Marketing, to find out the top trends – and what you need to do now to take advantage of them.

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CMOs must close the gap

Closing the gaps

The new EIU survey uncovered disturbing gaps in perception about marketing. What do CMOs have to do to close the gap? Connect customer insights to innovative business strategy across all channels and functions.

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Personalized communication, the Chico’s Way, part two

Retail 1

Chico’s brands are famous for amazing associate-to-customer relationships: They have customers who have their sales associate’s phone number. The company is extending that personalized service across all of its channels. Barb Buettin shares how they do it.

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Personalized communication, the Chico’s way, part one

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Chico’s brands are famous for amazing associate-to-customer relationships: They have customers who have their sales associate’s phone number. The company is extending that personalized service across all of its channels. How? In ten steps — we’ve got the first five for you here.

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Intelligent customers demand customer intelligence

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What’s holding you back from delighting your customers? Camille Baumann explores the role of strategy, vision, executive sponsorship and analytic talent in improving the customer experience — and shares examples from companies that are exceeding customers’ expectations.

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