The 5 new rules of retail There is good news for retailers. Analytics can help overcome some of the effects of disruption, allowing retailers to move from long-term seasonal forecasting to more agile planning.
3 ways to rethink retail forecasting and demand planning The pandemic has profoundly changed consumer shopping behaviors and experiences and the increasing pressure has retailers scrambling to improve their ability to precisely predict and plan for demand. If you don’t know where to start, here are three questions to ask as you rethink your forecasting and demand planning.
Reimagine marketing: Today, tomorrow and in times of disruption Putting the customer first has never been more important than it is now. One way marketers can prepare for the new reality is to look at each step in the marketing process (the marketing lifecycle) and map martech capabilities into the lifecycle, based on what you are trying to accomplish with each step.
Customer data platform: What it is and why it’s important The recent rise in popularity for CDPs has led to a considerable amount of market confusion. Here's everything you need to know about how a CDP works, challenges to consider -- and how to go beyond the CDP with seamless integration.
Your customers aren’t afraid of new technologies. Are you? New research uncovered some interesting themes for the next decade of customer engagement. Surprisingly, consumers are embracing technology at a faster rate than brands might expect or admit.
Tread carefully with customer data platforms The potential benefits of customer data platforms are significant, but CDPs are by no means a silver bullet. Follow these three steps to avoid disillusionment.
Marketers and privacy Companies that break new privacy laws get fined heavily, but there may be an even greater cost: A damaged reputation.
Digital transformation for SMBs For small and midsize businesses, delivering a better. customer experience is key to digital transformation
Five trends that will reshape customer experience Applying the latest research from HBR gives a new twist on this surprisingly relevant 2015 list of CX do’s and don’ts.
Under siege: Improving customer experience in banking Banks are ranking low in customer satisfaction, but improvement is possible says Digital Banking Report owner and publisher Jim Marous.
Next generation anti-money laundering: robotics, semantic analysis and AI Anti-money laundering taken to its next level is sometimes referred to as AML 2.0 or AML 3.0. What does this next wave of AML technology look like? What can it do that you can’t do with traditional AML? See the results innovative financial institutions around the globe are already getting.
IoT: The customer experience accelerator you can't afford to ignore IoT represents a powerful source of data that, when combined with analytics, can yield insights on everything from behavior to emotions to health. And that's why it's key to improving customer experience.
Effective real-time marketing Effective real-time marketing is about engaging with customers whenever and wherever they are in their buying journey. Organizations should also be focused on knowing what the customer wants (product, pricing, experience, etc.) based on real-time analytics and predictive modeling.
Contextual engagement Creating contextual customer engagements means understanding enough about each customer to ensure that all communications over time are progressively more anticipated, personal and relevant.
Data and the customer experience Customer experiences are better when they are backed by a deep customer profiles based on a wide range of data and driven by the latest analytical technologies that enable real-time engagement.
How to improve your AI marketing skills Marketing teams can use current AI capabilities to enhance their efforts around campaign automation, dynamic pricing based on forecasting models, and by providing more relevant, real-time customer offers.
Building confidence in your customer experience Forbes Insights surveyed more than 350 leaders at large organizations to determine how they are using data and analytics to power the customer experience.
Marketing et IA : que réserve l'avenir ? L'IA pour le marketing s'appuie sur l'intelligence artificielle et l'analytique pour améliorer les résultats marketing tout en optimisant l'expérience client par le jeu de la personnalisation en temps réel.
Three ways to improve real time marketing results Real-time marketing enables you to reach customers during purchase deliberations to provide the push a campaign needs be wildly successful.
How machine learning can provide customers with more relevant offers In this video, industry influencer Daniel Newman offers his perspective on ways machine learning can be used to enhance customer experiences.
Customer journey mapping for better omnichannel experiences In this video, Daniel Newman principal analyst with Futurum, explains the value of customer journey mapping for improved experiences no matter the channel.
Customer journey analytics goes mainstream Digitally enhanced customer experiences that cross traditional and digital channels is an expectation for consumers. This means timely, relevant communications.
What is marketing automation? Marketing automation uses the customer data you collect to create more effective campaigns and for better decisions across all channels – email, social and web.
Real-time customer engagement is the future of experience management Real-time customer engagement delivers contextual recommendations and decisions to your interactive customer channels at every possible touch point.
The marketing analytics must-haves Marketing analytics will attune you to the true signals of what matters to customers as channels, technologies and data push the digital world forward.
Harnessing the martech advantage Martech vendors have doubled in the past year. Find out what's fueling this growth spurt, and discover three ways to get the most value from your tech spending.
R 'Ray' Wang: A conversation with a digital disruptor Analytics Experience 2016 will host a number of influential speakers including Ray Wang, who says data is improving customer experiences in a variety of ways.
IoT: The next best thing to reading your customer’s mind Constant streams of data from myriad devices and sensors is what IoT is all about. But how are organizations using it to better customer experiences?
Marketing for the midmarket Midsized organizations know their greatest asset is customer data. With analytics and powerful data visualization they're improving customer engagements.
Linking data to the customer journey If you want to divine your customers' future actions, look to their history. That means harness the rich customer data you already have.
The value of marketing metrics at Visa Marketing metrics are the bane of many marketing teams, but at Visa metrics not only matter but make a real difference in strategy and brand value.
Putting you at the frontier of the fan experience The fan experience has remained unchanged for decades, but new technologies coupled with advanced analytics is poised to give new meaning to spectator sports.
Digital transformation: Moving from handshakes to householding at Comerica For Comerica, digital transformation entailed developing a new approach for an online economy while maintaining it's heritage of one-to-one relationships.
Brand equity has a big role in RCI's strategy Brand equity isn't about what you sell, it's about your customers' perception of you, your products and your services. It's storable, but perishable.
Customer journeys: How to be ready when customers visit Analytics makes customer journeys better. By gathering insights from detailed and diverse data sources, you'll have the right offer at just the right time.
Customer journey management: Eliminating missed opportunities Customer journey management is a big part of shaping customers' experiences with your brand. To be effective, your efforts must focus on three crucial elements.
Small but mighty: Modern marketing for the midmarket Using data to improve the customer experience is how midmarket companies can take on the retail titans to win the hearts of their customers.
The marketer's dream: Harmonic convergence Customer journey maps, strong internal partners and clear strategies for change can help marketers align organizational efforts to foster peace and harmony.
Capter l'attention du consommateur hyper-connecté de demain ? L'avenir ne sera pas seulement connecté : il sera hyper-connecté. Avec des bracelets, des montres ou des bagues connectées, nos vêtements devenus « objets sensibles », et notre smartphone tableau de bord personnel.
Customer segmentation for the new digital experience Is customer segmentation dead? No way. It has been given new life as one-to-one marketing. Marketing that is made possible by data and analytics.
Using data to control unruly hotel pricing Kelly McGuire of SAS has packaged everything hoteliers need to optimize pricing and maximize revenue into one neat book.
The customer journey: Finding the buy signal Companies spend lots of time determining if a customer is ready to buy. You collect all of the data you can get your hands on. Let analytics help you tune in to the buy signals you're missing.
Q&A: What's your level of digital marketing maturity? The technologies have evolved, but the game hasn't changed. Great customer experiences start with strong digital marketing strategies.
The customer journey: Why you need journey maps If your customer engagement processes are aligned, then building a customer journey map makes the purchasing decision easier for everyone.
Why pharmaceutical firms are investing in real-world evidence To get a compound or device to market – bench to bedside – may be an eight- ,12- or even 15-year process. Real-world evidence has a critical role at every step, particularly in the clinical trials process.
Keeping your customers happy with assortment optimization If you want to make the best assortment decisions possible for your store or chain, let the data your customers provide be your guide.
The modern marketing leader: Is your CMO ready? Customer experience management means improving every interaction your company has with your customers. Having a strong, well-planned marketing strategy is paramount.
Customer loyalty in a digital world: A new approach Customer loyalty offers a good news/bad news message. Loyalty programs are on the rise. Bad news? About 60 percent of your customer don't belong. Here are some ways to attract and retain the best customers.
Customer loyalty in a digital world: A new approach Customer loyalty offers a good news/bad news message. Loyalty programs are on the rise. Bad news? About 60 percent of your customers don't belong. Here are some ways to attract and retain the best customers.
Why you should care about episode analytics The future of value-based health care requires a better understanding of how patients are treated for thousands of conditions. Only episode analytics can uncover the insights payers and providers need.
Four multichannel marketing strategies that deliver exceptional customer experiences Multichannel marketing is being able to accurately identify your customers no matter where they choose to engage with you. Here are the strategies you'll need to employ to create detailed road maps for every customer.
Marketing measurement do's and don'ts How can marketers capture the C-suite's attention? Draw a clear line between marketing activities and results.
Out of size, out of mind If sizes are out of stock, you forfeit the sale and disappoint (and potentially lose) customers. Marking down overstocked merchandise reduces your profitability. Here’s what you can do to make sure you have the product sizes your customers need at all times.
Winning customers’ hearts (and their feedback) What the marketing director at Dustin Group, a leading Nordic reseller of IT solutions, has to say about running a customer-centric business.
Which of these 4 types of marketer are you? See if you have the full spectrum of skills needed to help your business flourish in the digital revolution.
The ideal customer experience on every channel Improve omnichannel interactions with a customer decision hub that manages all marketing, services and sales activities – and synchronizes all customer data.
Know your data, know your customers In the digital world, customers expect to be known as individuals with distinct preferences, not just as one member of a segment. Learn how to start with analytics.
Empty shelves: The retail analytical talent deficit If you already have an analytics team, you know how hard it is to attract and retain top talent. If you're trying to build a team, here are some ways to find (and keep) the analytical experts you need.
Building a high-performance marketing engine A typical gas-powered car has more than 10,000 moving parts. Mega car dealer AutoNation had at least that many marketing parts to deal with when the company consolidated dealerships in 15 states. Here's what you can learn from their experience.
The first step in building a better customer experience It's true that you can't build a great structure on a weak foundation. Learn what it takes to make a solid start on your data groundwork.
Moving beyond the ad server Ad servers take a broad-brush approach to delivering advertising. But there is a better way. One that allows you to finesse your offerings to paint the best picture for visitors by using data analysis to gain profitable insights.
The era of gargantuan data At The Big Show in New York City, we heard from eBay, Chico's and Brooks Brothers about their use of big data for customer loyalty.
Marketing optimization: Five lessons learned at a major US bank How does a bank know what you need when you visit its website, open the mobile banking app or walk into the branch? For one of the largest banks in the US, the answer is marketing optimization. Here are five lessons they’ve learned.
Seven characteristics of the modern consumer Today's consumers are connected, content driven and global. Learn how leaders from eBay, Chico’s and Brooks Brothers described their shoppers at the recent Retail Big Show.
Seth Godin’s rules for marketing in the new economy Are you invisible or remarkable? That's the question Seth Godin believes marketers should ask themselves in the new economy. And there are three simple reasons why.
Improving customer experience with digital marketing Advanced analytics can help bankers predict customer behavior and deliver personalized offers to customers just at the moment they're most open to receiving them.
La question du commerce DMN La question du commerce DMN.
Five content strategy lessons from ANZ Bank Content marketing has helped ANZ dramatically increase online sales of its business products. Find out what they've learned about content strategy.
Three tips for data-driven marketing from the Las Vegas Sands Rom Hendler, Chief Administrative Officer for the Las Vegas Sands is a firm believer in managing marketing with analytics. Here's how he does it.
Four ways Vail Resorts creates epic experiences Vail Resorts is a coveted vacation spot, sure. But did you know the resort is also a social media titan? Find out how Vail Resort gained 35 million social media impressions and turned happy guests into brand ambassadors.
Do marketers need real-time analytics How can you ensure that real-time analytics enhances your customer and marketing operations? Here are four tips for applying real-time approaches.
The digitization of everything — its impact on customer experience 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.
The digitization of everything – its impact on the buyer’s journey and marketing’s role For nearly a century, the buyer’s journey was relatively linear. Advertising through mass media led to conversing with salespeople, friends and family. A purchase was made. But in today’s digitally networked world, studies show there are 3,000 different paths to purchase. How does marketing respond to this new reality? Brian Vellmure has answers.
A lesson in customer service from Chick-fil-A President Dan Cathy Does Chick-fil-A’s commitment to be kind to employees and provide heartfelt hospitality to customers make the food taste better? President and COO Dan Cathy says it does, and the numbers back him up. He recently shared the secret behind the family-owned company's success.
Brian Solis on making business more human How can marketers connect with customers in the new digital economy? In this short video, Brian Solis, Principal Analyst at Altimeter Group, advocates going back to the basics: what customers think, believe and share with others.
*Insights Article Quick Start Page - WITH VIDEO
Back to Top
The 5 new rules of retailThere is good news for retailers. Analytics can help overcome some of the effects of disruption, allowing retailers to move from long-term seasonal forecasting to more agile planning.
3 ways to rethink retail forecasting and demand planning The pandemic has profoundly changed consumer shopping behaviors and experiences and the increasing pressure has retailers scrambling to improve their ability to precisely predict and plan for demand. If you don’t know where to start, here are three questions to ask as you rethink your forecasting and demand planning.
Reimagine marketing: Today, tomorrow and in times of disruptionPutting the customer first has never been more important than it is now. One way marketers can prepare for the new reality is to look at each step in the marketing process (the marketing lifecycle) and map martech capabilities into the lifecycle, based on what you are trying to accomplish with each step.
Customer data platform: What it is and why it’s important The recent rise in popularity for CDPs has led to a considerable amount of market confusion. Here's everything you need to know about how a CDP works, challenges to consider -- and how to go beyond the CDP with seamless integration.
Your customers aren’t afraid of new technologies. Are you? New research uncovered some interesting themes for the next decade of customer engagement. Surprisingly, consumers are embracing technology at a faster rate than brands might expect or admit.
Tread carefully with customer data platformsThe potential benefits of customer data platforms are significant, but CDPs are by no means a silver bullet. Follow these three steps to avoid disillusionment.
Marketers and privacyCompanies that break new privacy laws get fined heavily, but there may be an even greater cost: A damaged reputation.
Digital transformation for SMBsFor small and midsize businesses, delivering a better. customer experience is key to digital transformation
Five trends that will reshape customer experienceApplying the latest research from HBR gives a new twist on this surprisingly relevant 2015 list of CX do’s and don’ts.
Under siege: Improving customer experience in bankingBanks are ranking low in customer satisfaction, but improvement is possible says Digital Banking Report owner and publisher Jim Marous.
Next generation anti-money laundering: robotics, semantic analysis and AIAnti-money laundering taken to its next level is sometimes referred to as AML 2.0 or AML 3.0. What does this next wave of AML technology look like? What can it do that you can’t do with traditional AML? See the results innovative financial institutions around the globe are already getting.
IoT: The customer experience accelerator you can't afford to ignoreIoT represents a powerful source of data that, when combined with analytics, can yield insights on everything from behavior to emotions to health. And that's why it's key to improving customer experience.
Effective real-time marketingEffective real-time marketing is about engaging with customers whenever and wherever they are in their buying journey. Organizations should also be focused on knowing what the customer wants (product, pricing, experience, etc.) based on real-time analytics and predictive modeling.
Contextual engagementCreating contextual customer engagements means understanding enough about each customer to ensure that all communications over time are progressively more anticipated, personal and relevant.
Data and the customer experienceCustomer experiences are better when they are backed by a deep customer profiles based on a wide range of data and driven by the latest analytical technologies that enable real-time engagement.
How to improve your AI marketing skillsMarketing teams can use current AI capabilities to enhance their efforts around campaign automation, dynamic pricing based on forecasting models, and by providing more relevant, real-time customer offers.
Building confidence in your customer experienceForbes Insights surveyed more than 350 leaders at large organizations to determine how they are using data and analytics to power the customer experience.
Marketing et IA : que réserve l'avenir ?L'IA pour le marketing s'appuie sur l'intelligence artificielle et l'analytique pour améliorer les résultats marketing tout en optimisant l'expérience client par le jeu de la personnalisation en temps réel.
Three ways to improve real time marketing resultsReal-time marketing enables you to reach customers during purchase deliberations to provide the push a campaign needs be wildly successful.
How machine learning can provide customers with more relevant offersIn this video, industry influencer Daniel Newman offers his perspective on ways machine learning can be used to enhance customer experiences.
Customer journey mapping for better omnichannel experiencesIn this video, Daniel Newman principal analyst with Futurum, explains the value of customer journey mapping for improved experiences no matter the channel.
Customer journey analytics goes mainstreamDigitally enhanced customer experiences that cross traditional and digital channels is an expectation for consumers. This means timely, relevant communications.
What is marketing automation?Marketing automation uses the customer data you collect to create more effective campaigns and for better decisions across all channels – email, social and web.
Real-time customer engagement is the future of experience managementReal-time customer engagement delivers contextual recommendations and decisions to your interactive customer channels at every possible touch point.
The marketing analytics must-havesMarketing analytics will attune you to the true signals of what matters to customers as channels, technologies and data push the digital world forward.
Harnessing the martech advantageMartech vendors have doubled in the past year. Find out what's fueling this growth spurt, and discover three ways to get the most value from your tech spending.
R 'Ray' Wang: A conversation with a digital disruptorAnalytics Experience 2016 will host a number of influential speakers including Ray Wang, who says data is improving customer experiences in a variety of ways.
IoT: The next best thing to reading your customer’s mindConstant streams of data from myriad devices and sensors is what IoT is all about. But how are organizations using it to better customer experiences?
Marketing for the midmarketMidsized organizations know their greatest asset is customer data. With analytics and powerful data visualization they're improving customer engagements.
Linking data to the customer journeyIf you want to divine your customers' future actions, look to their history. That means harness the rich customer data you already have.
The value of marketing metrics at VisaMarketing metrics are the bane of many marketing teams, but at Visa metrics not only matter but make a real difference in strategy and brand value.
Putting you at the frontier of the fan experienceThe fan experience has remained unchanged for decades, but new technologies coupled with advanced analytics is poised to give new meaning to spectator sports.
Digital transformation: Moving from handshakes to householding at ComericaFor Comerica, digital transformation entailed developing a new approach for an online economy while maintaining it's heritage of one-to-one relationships.
Brand equity has a big role in RCI's strategyBrand equity isn't about what you sell, it's about your customers' perception of you, your products and your services. It's storable, but perishable.
Customer journeys: How to be ready when customers visitAnalytics makes customer journeys better. By gathering insights from detailed and diverse data sources, you'll have the right offer at just the right time.
Customer journey management: Eliminating missed opportunitiesCustomer journey management is a big part of shaping customers' experiences with your brand. To be effective, your efforts must focus on three crucial elements.
Small but mighty: Modern marketing for the midmarketUsing data to improve the customer experience is how midmarket companies can take on the retail titans to win the hearts of their customers.
The marketer's dream: Harmonic convergenceCustomer journey maps, strong internal partners and clear strategies for change can help marketers align organizational efforts to foster peace and harmony.
Capter l'attention du consommateur hyper-connecté de demain ?L'avenir ne sera pas seulement connecté : il sera hyper-connecté. Avec des bracelets, des montres ou des bagues connectées, nos vêtements devenus « objets sensibles », et notre smartphone tableau de bord personnel.
Customer segmentation for the new digital experience Is customer segmentation dead? No way. It has been given new life as one-to-one marketing. Marketing that is made possible by data and analytics.
Using data to control unruly hotel pricingKelly McGuire of SAS has packaged everything hoteliers need to optimize pricing and maximize revenue into one neat book.
The customer journey: Finding the buy signalCompanies spend lots of time determining if a customer is ready to buy. You collect all of the data you can get your hands on. Let analytics help you tune in to the buy signals you're missing.
Q&A: What's your level of digital marketing maturity?The technologies have evolved, but the game hasn't changed. Great customer experiences start with strong digital marketing strategies.
The customer journey: Why you need journey mapsIf your customer engagement processes are aligned, then building a customer journey map makes the purchasing decision easier for everyone.
Why pharmaceutical firms are investing in real-world evidenceTo get a compound or device to market – bench to bedside – may be an eight- ,12- or even 15-year process. Real-world evidence has a critical role at every step, particularly in the clinical trials process.
Keeping your customers happy with assortment optimizationIf you want to make the best assortment decisions possible for your store or chain, let the data your customers provide be your guide.
The modern marketing leader: Is your CMO ready?Customer experience management means improving every interaction your company has with your customers. Having a strong, well-planned marketing strategy is paramount.
Customer loyalty in a digital world: A new approachCustomer loyalty offers a good news/bad news message. Loyalty programs are on the rise. Bad news? About 60 percent of your customer don't belong. Here are some ways to attract and retain the best customers.
Customer loyalty in a digital world: A new approachCustomer loyalty offers a good news/bad news message. Loyalty programs are on the rise. Bad news? About 60 percent of your customers don't belong. Here are some ways to attract and retain the best customers.
Why you should care about episode analyticsThe future of value-based health care requires a better understanding of how patients are treated for thousands of conditions. Only episode analytics can uncover the insights payers and providers need.
Four multichannel marketing strategies that deliver exceptional customer experiencesMultichannel marketing is being able to accurately identify your customers no matter where they choose to engage with you. Here are the strategies you'll need to employ to create detailed road maps for every customer.
Marketing measurement do's and don'tsHow can marketers capture the C-suite's attention? Draw a clear line between marketing activities and results.
Out of size, out of mindIf sizes are out of stock, you forfeit the sale and disappoint (and potentially lose) customers. Marking down overstocked merchandise reduces your profitability. Here’s what you can do to make sure you have the product sizes your customers need at all times.
Winning customers’ hearts (and their feedback)What the marketing director at Dustin Group, a leading Nordic reseller of IT solutions, has to say about running a customer-centric business.
Which of these 4 types of marketer are you?See if you have the full spectrum of skills needed to help your business flourish in the digital revolution.
The ideal customer experience on every channelImprove omnichannel interactions with a customer decision hub that manages all marketing, services and sales activities – and synchronizes all customer data.
Know your data, know your customersIn the digital world, customers expect to be known as individuals with distinct preferences, not just as one member of a segment. Learn how to start with analytics.
Empty shelves: The retail analytical talent deficitIf you already have an analytics team, you know how hard it is to attract and retain top talent. If you're trying to build a team, here are some ways to find (and keep) the analytical experts you need.
Building a high-performance marketing engineA typical gas-powered car has more than 10,000 moving parts. Mega car dealer AutoNation had at least that many marketing parts to deal with when the company consolidated dealerships in 15 states. Here's what you can learn from their experience.
The first step in building a better customer experienceIt's true that you can't build a great structure on a weak foundation. Learn what it takes to make a solid start on your data groundwork.
Moving beyond the ad serverAd servers take a broad-brush approach to delivering advertising. But there is a better way. One that allows you to finesse your offerings to paint the best picture for visitors by using data analysis to gain profitable insights.
The era of gargantuan dataAt The Big Show in New York City, we heard from eBay, Chico's and Brooks Brothers about their use of big data for customer loyalty.
Marketing optimization: Five lessons learned at a major US bankHow does a bank know what you need when you visit its website, open the mobile banking app or walk into the branch? For one of the largest banks in the US, the answer is marketing optimization. Here are five lessons they’ve learned.
Seven characteristics of the modern consumerToday's consumers are connected, content driven and global. Learn how leaders from eBay, Chico’s and Brooks Brothers described their shoppers at the recent Retail Big Show.
Seth Godin’s rules for marketing in the new economyAre you invisible or remarkable? That's the question Seth Godin believes marketers should ask themselves in the new economy. And there are three simple reasons why.
Improving customer experience with digital marketingAdvanced analytics can help bankers predict customer behavior and deliver personalized offers to customers just at the moment they're most open to receiving them.
The intelligence behind customer loyaltyResearchers from the Kellogg School of Management discovered that there are three categories of shoppers with very different shopping patterns. For retailers, this means segmenting loyalty programs based on the distinct patterns of each group.
La question du commerce DMN La question du commerce DMN.
Five content strategy lessons from ANZ BankContent marketing has helped ANZ dramatically increase online sales of its business products. Find out what they've learned about content strategy.
Three tips for data-driven marketing from the Las Vegas SandsRom Hendler, Chief Administrative Officer for the Las Vegas Sands is a firm believer in managing marketing with analytics. Here's how he does it.
Four ways Vail Resorts creates epic experiencesVail Resorts is a coveted vacation spot, sure. But did you know the resort is also a social media titan? Find out how Vail Resort gained 35 million social media impressions and turned happy guests into brand ambassadors.
Do marketers need real-time analyticsHow can you ensure that real-time analytics enhances your customer and marketing operations? Here are four tips for applying real-time approaches.
The digitization of everything — its impact on customer experienceWhen 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.
The digitization of everything – its impact on the buyer’s journey and marketing’s roleFor nearly a century, the buyer’s journey was relatively linear. Advertising through mass media led to conversing with salespeople, friends and family. A purchase was made. But in today’s digitally networked world, studies show there are 3,000 different paths to purchase. How does marketing respond to this new reality? Brian Vellmure has answers.
A lesson in customer service from Chick-fil-A President Dan CathyDoes Chick-fil-A’s commitment to be kind to employees and provide heartfelt hospitality to customers make the food taste better? President and COO Dan Cathy says it does, and the numbers back him up. He recently shared the secret behind the family-owned company's success.
Brian Solis on making business more humanHow can marketers connect with customers in the new digital economy? In this short video, Brian Solis, Principal Analyst at Altimeter Group, advocates going back to the basics: what customers think, believe and share with others.