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…

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…

In boardrooms and c-suites worldwide, executives and directors are looking ahead at one of the biggest challenges and risk factors that will confront businesses in the years to come: digital transformation. That concern isn’t unfounded: according to McKinsey, about 50% of all digital transformation initiatives never reach their intended value, and only about 10% outperform…

Today’s consumer wants to interact with their insurer across multiple touchpoints—online and offline. The EY 2020 Global Insurance Outlook cites “rising customer expectations,” specifically around digital channels and personalized experiences, as one of the three fundamental forces shaping the insurance market around the globe. The hyper-competitiveness of the insurance industry is apparent. The big players…

Given the growth of e-commerce, the retail industry has plenty of data to leverage, brands just don’t have the right resources and tools in place to leverage that data effectively. The Personalization Imperative Long before there were microchips or retail analytics software, there were store owners who tracked retail sales, inventory and customer behavior. A…