Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements?
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Our VoC research has shown that consumers want authenticity and genuine connections with brands. They don’t want to be sold. They want sincere relationships. But the burden is on marketers to step up and deliver.
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What is Senior Director of Direct Marketing at Comcast Dan Keir’s key priority? Disciplined and innovation-focused testing, as he explains in this edition of 4 Questions for Digital Innovators.
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“We are people and want to be treated as individuals, with individual needs, regardless of whether we are in an office or at home!” A powerful statement that reflects findings from BtoB and BtoC research.
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Andrew George is the Lead for Loyalty and Retention at the Canadian Red Cross. He spent the last 3 years focused on customer experience initiatives and analysis and customer journey discovery.
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So…when does the use of data cross the line? It is a fine line that marketers walk each day. Consumers want a personalized experience and the convenience of quick information—but at what cost? Is the lack of privacy worth the benefit of easy access?
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Chevron CEO and Chairman John S. Watson recently noted, “The sooner you learn about reading people, listening to others and building relationships, the sooner you will be more effective.” And though Watson was referring to business relationships, this comment should be taken to heart by marketers.
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Consumers are jaded. They want to do business with companies they feel are transparent, address their concerns, and are trustworthy.
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Brand authenticity and purpose are high on Jacques Panis’ list of priorities, as he explains in this edition of “4 Questions for Digital Innovators.”
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Ernan Roman explores recent research showing that pharma and biotech companies make expensive mistakes by neglecting the power and necessity of customer experience strategies.
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In our ERDM VOC research, consumers told us time and time again that marketers still don’t get it! They still aren’t providing personalization that is meaningful or relevant. So how do marketers step up and deliver? For 2018 they need to trust that customers know what they want.
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You know the saying, "two heads are better than one"? For many companies, this phrase is playing out in new marketing partnerships which allow for better consumer experiences than either company could provide on their own.
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Jeff Rosenfeld is the vice president of customer insight and analytics for The Neiman Marcus Group, where he is responsible for leveraging analytics to drive revenue. His team focuses on personalization, web analytics, media-mix attribution, product and customer insight, and business intelligence.
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Amanda Manna is a true innovation leader. As head of narrative and partnerships of
Lowe’s Innovation Labs, she oversees the team responsible for innovation strategy, an extensive applied neuroscience research program, partnerships, and marketing and communications.
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When silos rule, internal communications break down and it’s difficult to present a united vision, brand and compelling message to consumers. However, some innovators are redefining cross-functional integration and alignment.
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As global director of CX strategy and enterprise experiences at General Motors, David Mingle has spent the past four years laser-focused on transforming the customer experience.
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For years brands told consumers “YOU play by OUR rules.” Now, innovative companies are transforming themselves and developing new products/services built specifically to deliver on the changing needs of customers.
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Charlie Cole, chief digital officer of Tumi, has been overseeing and developing the luggage and travel accessory brand's global e-commerce and digital platforms since 2015. When Samsonite acquired Tumi last year, he also took on the official role of global chief e-commerce officer, which includes oversight of global strategy for brands such as Samsonite, American Tourister, Hartmann, Gregory, and High Sierra.
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“By combining companies, we believe will be able to…enhance the customer experience, increase customer value and put ourselves in an even stronger position to help shape and lead the next generation of shopping,” So said Mike George, QVC’s president and CEO.
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Eighty-one percent of consumers are willing to pay for a better experience, according to the Capgemini’s study “The Disconnected Customer.”
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