The buzz: Their way. CEOs worldwide have identified customer transformation among their top three initiatives. Why? The customer experience is suffering. Mobile and e-commerce have morphed customer engagement.

The buzz: Their way. CEOs worldwide have identified customer transformation among their top three initiatives. Why? The customer experience is suffering. Mobile and e-commerce have morphed customer engagement. We as customers now expect to be able to buy products and services with the same ease regardless of where and how we choose to engage with a brand. How can your company solve these fundamental business challenges in our increasingly omni-channel world? The answer: Omni-Channel...

The buzz: Marketing Technology. Consumers are leading your business into a brave new world where they expect consistent and seamless engagement across all channels where they choose to find you.

The buzz: Marketing Technology. Consumers are leading your business into a brave new world where they expect consistent and seamless engagement across all channels where they choose to find you. Beyond developing adaptive customer engagement strategies, smart marketers are realizing the need for an integrated marketing technology foundation. Do you have one yet? The experts speak. Michael Darviche, Bridge-22: “All roads lead to Rome… and there were times when it might have struck us that...

The buzz: Their Way If you’re seeing a transformation in your relationship with customers, you are not alone.

The buzz: Their Way If you’re seeing a transformation in your relationship with customers, you are not alone. Digital transformation is empowering today’s consumers with information, insights, and the power to control their experiences with products, services and companies. No longer following the traditional linear customer journey, they can redesign the path whenever they research products and solutions, make a purchase decision, and seek post-sale support. Are you giving them a great...

The buzz: The Journey We are witnessing a great transformation in the relationship between companies and customers. The modern customer journey no longer follows a traditional linear path.

The buzz: The Journey We are witnessing a great transformation in the relationship between companies and customers. The modern customer journey no longer follows a traditional linear path. It can start, stop, go backwards, forwards, or in loops, crossing multiple channels and touch points. Even more challenging for marketers, the journey is unique to each customer and each time they set out to buy something. Do the math to see why you must be prepared to address infinite possibilities with...

The buzz: Marketing. The marketing campaign as we know it is dead. Innovative marketers are entering a new era of managing the adaptive customer engagement.

The buzz: Marketing. The marketing campaign as we know it is dead. Innovative marketers are entering a new era of managing the adaptive customer engagement. But first, their organizations need clear insights into customers’ needs and desires, plus the ability to proactively adapt and react in real-time. Still stuck in old campaign mode? Learn the key components to hit the ground running. The experts speak. Liz Miller, CMO Council : “If you could kick the person in the pants responsible for...

The buzz: Marriage. It’s no secret that sales and marketing typically work in parallel and rarely together.

The buzz: Marriage. It’s no secret that sales and marketing typically work in parallel and rarely together. But at today’s successful companies, these teams are forging a strong, collaborative alliance that enables them to know their audience better, grow sales, and boost loyalty in this age of the connected, empowered customer. Can this marriage last? The experts speak. Jeff Tanner, Professor: “Salespeople are being abused in the name of marketing in far too many organizations. Free the...

The buzz: Customer service. Many companies are in the Customer Service Hall of Shame for less-than-stellar practices, from harassing customers trying to cancel a service to fining someone for a bad Yelp review.

The buzz: Customer service. Many companies are in the Customer Service Hall of Shame for less-than-stellar practices, from harassing customers trying to cancel a service to fining someone for a bad Yelp review. It’s time to go back to school to revisit modern fundamentals of exceptional customer service: social channels for engagement, an efficient self-service model, and making customer service the heart of your marketing and brand experience. The experts speak. Shep Hyken, Customer Service...

The buzz: Selling The selling process has changed. Before interacting with your sales team, prospects have completed nearly 60% of their purchasing decision.

The buzz: Selling The selling process has changed. Before interacting with your sales team, prospects have completed nearly 60% of their purchasing decision. Your challenge: deliver greater value throughout every step of the buying journey so they choose you. But how? Successful companies are taking advantage of Insightful Selling techniques to win and retain the right customers. The experts speak. Britton Manasco, Visible Impact: “Everything we see hides another thing. We always want to...

The buzz: Marketing Technology. Consumers are leading your business into a brave new world where they expect consistent and seamless engagement across all channels where they choose to find you.

The buzz: Marketing Technology. Consumers are leading your business into a brave new world where they expect consistent and seamless engagement across all channels where they choose to find you. Beyond developing adaptive customer engagement strategies, smart marketers are realizing the need for an integrated marketing technology foundation. Do you have one yet? The experts speak. Michael Darviche, Bridge-22: “All roads lead to Rome… and there were times when it might have struck us that...

The buzz: Customer service. Many companies are in the Customer Service Hall of Shame for less-than-stellar practices, from harassing customers trying to cancel a service to fining someone for a bad Yelp review.

The buzz: Customer service. Many companies are in the Customer Service Hall of Shame for less-than-stellar practices, from harassing customers trying to cancel a service to fining someone for a bad Yelp review. It’s time to go back to school to revisit modern fundamentals of exceptional customer service: social channels for engagement, an efficient self-service model, and making customer service the heart of your marketing and brand experience. The experts speak. Shep Hyken, Customer Service...

The buzz: Field service.

The buzz: Field service. Does your company consider field service a cost center, with an eye on minimizing costs while delivering exceptional customer service? News flash! Successful companies are evolving their customer engagement strategies, using field service reps’ front-line interactions as a critical touch point in strengthening customer relationships and driving new revenue opportunities. Ready for a makeover? The experts speak. John Ragsdale, Technology Services Industry Association:...

The buzz: Field service.

The buzz: Field service. Does your company consider field service a cost center, with an eye on minimizing costs while delivering exceptional customer service? News flash! Successful companies are evolving their customer engagement strategies, using field service reps’ front-line interactions as a critical touch point in strengthening customer relationships and driving new revenue opportunities. Ready for a makeover? The experts speak. John Ragsdale, Technology Services Industry Association:...