Categories
CX + Loyalty Strategy

Assessment: Are You Meeting the Needs of Your Customers?

The path to meeting customer expectations and driving additive value through customer experience (CX) is a challenge even for the world’s most beloved brands. We often see brands struggling to understand their capabilities in relation to driving experiences, and where to prioritize. Evolution and change to customer experience are best undertaken incrementally. Realistic expectations of […]

Categories
Strategy

The Connection Between Behavioral Science and Customer Experience: Part 1

Behavioral science concepts help to explain why people take certain actions in specific situations. Books like Nudge (R. Thaler & C. Sunstein) have made behavioral science more popular across business leaders, government agencies, and the general public. Many of the concepts have been used to try to help people make better life choices (e.g., pay […]

Categories
CX + Loyalty

Customer Journey Mapping and Its Essential Place for Today’s Modern Marketer

Recently, the discussion of customer experience and experience design has been omnipresent, with marketers hyper-focused on creating the best experience for customers, thus competing not only within their industry but across industries. Never before has an auto brand experience compared to a QSR (quick-service restaurant) experience, for example, but that has changed, and it has […]

Categories
Commerce

Playing the Long Game: Adobe’s Commerce Strategy with Magento

I’m from Chicago. As a Chicagoan, a highlight of every year is the NFL Draft. I’m also a Digital Practitioner. As a Digital Practitioner, a highlight of every year is Adobe Summit. Both landed within the same timeframe this year at the end of April. What do these two events have in common? They offer […]

Categories
Data + Insights Performance Marketing

Implementing Engagement-Based Marketing

Imagine you’re back in the year 2000 and I told you that in 20 years, you’d be using email marketing to not only fuel your business engine, but you’d be leveraging it to learn more about your audience as well. Mind blown, right? Now, here we are in 2021, and despite all of the digital […]

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CX + Loyalty

A Customer-First Approach to Navigate the Holiday Season (and Beyond)

This blog was written as a guest contribution by Ansira, originally published on Iterable – the growth marketing platform for cross-channel customer engagement. Download Iterable’s Personalization Playbook on Workflow Building for more on this topic. We saw quite a few firsts during the 2019 holiday season: The first-ever trillion-dollar holiday season, with total retail spending up […]

Categories
Data + Insights

How Do CPG Brands Use Data?

It’s a race, a race to collect data, but very few companies invest in the resources that would get them to the finish line. Why? These companies realize what prize lies at the end of the race – potentially winning over customers – but do they really know how to leverage this data? We see […]

Categories
CX + Loyalty

Identifying Critical Gaps in Your Customer Experience (CX)

You’ve got challenges. But you knew that already, didn’t you? You’re aware of your customer complaints, churn rates, market share, and what’s negatively impacting your NPS score. You know exactly when a competitor introduces some new “surprise and delight” element in their CX and how it immediately turns into the new basic customer expectation. Your […]

Categories
Commerce

Choose Your Own Adventure: A Digital Strategist’s Guide

As digital strategists, we are often creating our own versions of Choose Your Own Adventure novels for clients. We look at the whole picture, know the goal destination, and then pick the different paths for customers to follow, optimizing their stories along the way. In the end, the right tactics lead to the conversion that […]

Categories
CX + Loyalty

Personal vs. Personalized in the Quest for Creating Meaningful Customer Experiences

As marketers, we talk a lot about making meaningful connections with customers. Two words that get thrown around in those conversations are “personal” and “personalized,” and they’re both important concepts to understand for the development of exceptional customer experiences – read on to learn more about the differences and proper context for use. How to […]