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Customer Experience News & Analysis

How to Tune Up Your Tweets #INBOUND14

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Fair to say Twitter has a pretty good audience with its 271 million active monthly users who collectively send out a billion tweets every two days.

As you might suspect, research shows that tapping into Twitter really helps to drive your business.

According to Twitter statistics
• 73 percent of users feel better about an SMB after following its account and reading its Tweets
• 60 percent of users who follow SMBs have purchased something because of Twitter

But not all tweets are created equal. 

Keeping Up with Customers in a Cross Channel World

2014-18-September-Running.jpgA decade ago, it would have been safe to assume that you were reading this through an internet browser. Gathering data on your reading habits was fairly straightforward in those days because your browser yielded information that was relatively complete, especially when you consider the rather small universe of digital media then.

Times have changed. Today, the browser is just one of many places where customer behaviors and interactions can be captured. As the universe of channels, touch points, and devices expands, so has the browser’s importance begun to shrink. Brand marketers who won the battle for the browser were the biggest winners in the past. Today, and in the future, the successful brand marketers will be those who move beyond the browser and follow their customers into a cross channel world.

Use Human Data to Provide True B2B Personalization

2014-18-September-Crowds.jpgAn enormous shift is occurring in how B2B customers think about engagement and relationships. Customers expect marketers to achieve relevance by providing personalized communications based on their individual preferences, rather than continuing with irrelevant “spray and pray” marketing blasts. It’s this new way of thinking that’s unlocking the true potential of human data.

Alibaba: The Web IPO Heard Round the World

2014-18-September-Monopoly-Money.jpgThe global Internet and finance community is transfixed by the Initial Public Offering (IPO) of Alibaba Group Holdings, the  Chinese e-commerce giant that is expected to go public on Friday at a market capitalization in excess of $160 billion. This is likely to be the largest IPO of all time, raising up to $25 billion in capital for the company and giving a market capitalization larger than eBay (market cap, $64B) and possibly Amazon.com ($150B).

CMSWire Tweet Jam: Guide Customer Journeys with Content Marketing #CXMChat

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Customer's path to purchase gets more complicated by the day. By providing consistent, relevant and valuable content, marketers help people make informed decisions and (hopefully) win customers and loyalty on the way. But how is this done? And how can marketers make their content stand out in a very crowded field? Tune in to our Tweet Jam to find out! 

Introducing the Chief Listening Officer

2014-18-September-Listen.jpgThe universal interest in improving the “customer experience” both heartens and amuses me. Heartens because it's a good thing: who doesn't want a simpler, easier and more relevant experience in the multichannel world? Amuses because the term -- like many Holy Grail concepts -- is strong on hope and weak on follow through. For all of the interest in customer experience and all of the touted methods, systems and platforms, can you honestly tell me that your customer experience is better today than it was a year ago? Or two years ago?

Three Tips For a Bang-Up Blog

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Looking to get the most bang for your blog?

Follow the three-step playbook created by Anum Hussain, a growth marketer for HubSpot's inbound sales division, created after staring down the daunting challenge of creating a new blog HubSpot’s sales acceleration product, Sidekick. 

It's not enough just to have a blog, she said, you've got to create the right one.

How to Ensure Success in Your Customer's Journey

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You wouldn't climb the highest mountain without a guide or take up parachuting without an instructor. So why expect your customers to succeed without some guidance?

Today, it's important to help your Software-as-a-Service (SaaS) customers to succeed by analyzing the way they use your product and step in when they need help. This approach, known as customer success, has grown rapidly over the past couple of years. It's a byproduct of the subscription economy that has turned the traditional sales model on its head.

The subject was explored in depth yesterday as customer success executives from Totango and Kapost shared their ideas in a CMSWire.com Webinar sponsored by Totango.

Connect the Content Marketing Pieces with Taxonomy

2014-17-September-Bricklayers.jpgHas your company embraced content marketing? Have you migrated your team of copywriters to writers, your press releases to blog posts? Are you in the process of forming exploratory committees and trying to decipher a series of magic quadrants about cloud data systems? Has someone in upper management asked you about “Personalization"?

Mobile Devices are the Gateway to the Internet of Things

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The Internet of Things (IoT) is all about devices: how we interact with them and the data they produce. 

One key piece of the IoT that is often overlooked is our mobile device. On the day Apple releases its iOS 8, there's no better time to point out that mobile devices are really our gateway to the IoT.  

As we move around from location to location our mobile device, which is packed with sensors and numerous wireless radios, helps us seamlessly communicate with various other devices. Some of these devices might be in our homes, some our offices, some in our cars or the stores we shop in.  Still others, we wear on our bodies. 

Q3/Q4 Planning: Top Marketing Technology, Social Business Conferences & Events (17-Sept-14)

Our industry event planner gives you the heads-up on what key industry events are coming around the corner. If we've missed something, don't hesitate to add your event to the list. (You can also view the full calendar here.)

You're Invited: 2014 B2B Marketing Analytics

Join CMSWire and Demandbase on September 23. In this one-hour webinar, discover how B2B marketing analytics impact on your data.
 

> Register Now

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Hootsuite, Nuance - and Everyone Else - Bite into iOS 8

2014-17-September-a-finger-in-my-apple.jpgThe Apple-a-day news picks up steam today with the release of the newest version of its iOS. Apple — with just the slightest lack of modesty —  calls it “the biggest release since the launch of the App Store.”

The update offers fewer visual improvements but more under the hood changes, tech writer Mark Rogowsky explained in a comprehensive blog post today. As he noted:

"In many ways, it’s a more exciting upgrade for those who live on their mobile devices. Yet a great deal of the potential is tied to an upgrade of Apple’s Mac OS X, called Yosemite, that isn’t expected until next month. And most apps will need upgrades to exploit the most powerful features of iOS 8."

The big deal: iOS 8 enables new connectivity between the cloud, personal devices and installed apps. And companies, brands and app developers everywhere are taking advantage of the new capabilities, including Hootsuite and Nuance.

Q&A with the Master of Content Marketing World #CMWorld2014

digital marketing, Q&A With the Master of Content Marketing World #CMWorld2014The numbers are in: Content Marketing World 2014, the largest content marketing event on the planet, according to conference officials, went off last week in Cleveland, Ohio with 2,600 people from more than 50 countries.

But the conversation isn't over.

That's why we caught up with the chief of CMWorld 2014, Joe Pulizzi, for a Q&A on all things content marketing. Pulizzi is the founder and CEO of the Content Marketing Institute.

Content Is the Foundation of the Buyer's Journey

2014-16-September-Toward-Los-Angeles.jpgCompanies that are serious about the user experience on their website should already be thinking about buyer personas and the buyer’s journey, two of the most important components of website strategy.

Which Cloud Office Suite: Microsoft or Google? #gartnerpcc

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Gartner Research Vice President Jeffrey Mann has added another snarl to the Microsoft versus Google brawl in the productivity space.

He also took time to fire at IBM’s SocialBusiness for the SmartCloud, calling it a "nice try" that is unlikely to catch on.

Speaking at the Gartner Portals, Content and Collaboration summit in London today, he pointed out that Microsoft, which already has the lion’s share of the market, is going to increase its presence at the expense of other players.

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