Customer Experiences

12 KPIs Every Marketing and Customer Experience (CX) Pro Must Know As marketers and CX pros, we measure lots of different things. These marketing and customer experience analytics are critically important to the day-to-day operations of our businesses. But certain marketing analytics get elevated to an even more special status: key performance indicator or KPI. …

If you read our blog post “What is Customer Segmentation?” you learned that market segmentation is a technique where existing customers are split into groups based on similar attributes or affinities. It covered a range of methodologies for market segmentation including demographic segmentation, firmographic segmentation, psychographic segmentation, needs-based segmentation and more. But one marketing strategy…

How brands must adjust in a post IDFA world  At its Worldwide Developers Conference in June, Apple announced changes to its IDFA, or Identifier for Advertisers, which help advertisers target and track users in apps on iOS devices.  Although Apple won’t fully eliminate the feature, as some feared, it will change the default setting for…

In this blog,  you’ll learn How omnichannel retailing drives more revenue, margin and repeat purchases Why certain shoppers opt for the brick and mortar customer experience Techniques for migrating store-only shoppers to the digital channel In the spring of 2020, the omnichannel retailer landscape saw an entire channel go down. Unlike the infamous holiday season,…

Customer experience (CX) is the new battleground for practically all industries, and central to winning the battle for the customer’s loyalty is the ability to understand their needs and changing preferences. To produce a better overall customer experience, brands need to realize it’s more than just adding a live chat feature for conversational support or…

A customer journey is the story of the customer’s interaction with your brand as they step through the various phases and touchpoints of buying. B2B and B2C brands will often express the phases of buying differently depending on their industry and the way in which they interact with customers. More or less, however, the buying…

Customer 360: Creating Authentic Experiences Brands today looking to differentiate themselves in the marketplace know the key lies in providing the best customer experience possible. Consumer expectations have dramatically shifted in the past few years. Consumers now expect every experience they have with a brand to be tailored and personalized. In fact, 80% of consumers say that…

The global pandemic has catalyzed extreme change in an already dynamic environment, where omnichannel customer experiences have steadily been emerging as the linchpin of business success. For executives, this means dealing with a range of tough decisions.  Foremost are the questions around brand priorities. Should a brand invest more – or less – in CX…

The Future of your Brand’s Success: Customer Experience Analytics  Brands have more data at their fingertips than ever before, giving them insight to personalized every step of the customer journey.  Incorporating customer data touchpoints to improve their customer experience is essential in creating differentiation in today’s market. Even during a pandemic, consumer expectations are higher…