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Customer Experience News & Articles

Linkable Networks: Improving the Customer's Path to Purchase

Linkable Networks: Improving the Customer's Path to Purchase The customer experience is still a work in progress. We know that as social and mobile technologies become more advanced, the challenge isn’t necessarily about deploying them, it’s about getting them to seamlessly align alongside human capabilities. The mobile coupon fails to get scanned at checkout. The opportunity to enroll customers in a rewards programs is missed. Consumers receive irrelevant promotions that don’t meet their interests or activities. What if there was a better way to improve the customer experience without having to upgrade the human experience?

The Customer Journey - It's Actually More of a Customer Pilgrimage

The Customer Journey - Actually More of a Customer Pilgrimage

The current definition of the Customer Journey seems to consist of some version of Consider/Awareness leading to Research/Evaluate, and then to Purchase. Some models include the Out Of the Box Experience (OOBE) followed by Usage after Purchase. I particularly appreciate models that include those two pieces, as they take into account that the customer's experience needs to be favorable for some time after the purchase. Most customers are not in the market for the next new thing as soon as they purchase one (if so, there’s something wrong with the product!)

Sitecore 7 Puts Search as the Information Access Layer, Scaling Limits Gone

Sitecore 7 Puts Search as the Information Access Layer, Scaling Limits Gone  Digital marketers have a strong interest in tuning and optimizing the search experience, which is why Sitecore has given search a front row seat in Sitecore 7.

Nimble Launches v3.0: Pulls Out Important Signals, Enhanced Search

Nimble Launches v3.0: Pulls Out Important Signals, Enhanced SearchA Pandora for relationship management. That’s how Nimble describes version 3.0 of its social relationship manager platform, because of a Rules Engine that curates engagement opportunities, birthdays, job changes and “people of importance.” Sort of like setting up a station on Pandora, but built around people you want to stay in contact with.

Samsung Galaxy Line-up Adds Mega, Mini and S4 Active to the Roster

Samsung Galaxy Line-up Adds Mega, Mini and Tough to the Roster

South Korean mega-vendor Samsung keeps churning out the devices to cover every conceivable base and user need, with the new Mega 6.3" screen phablet joining a waterproof S4 model, with an S4 mini confirmed on the way. 

Flickr Gets the Yahoo Upgrade Treatment With Hi-Res Pics and 1TB Storage

Flickr Gets the Yahoo Upgrade Treatment With Hi-Res Pics and 1TB Storage

Alongside the Tumblr acquisition, Yahoo is taking off the wraps on one of its earlier acquisitions. Image-sharing service Flickr gets a major hi-resolution makeover with a new app for Android users. 

IBM Report: How Social Business Can Help Organizations Succeed

socialbusiness.jpg“Social business” has become a popular buzzword, but what are the processes and best practices that successful social businesses use to boost profits, decrease expenses and increase customer satisfaction? A new report from IBM aimed to find out. 

Pinterest Unveils Information Pins; Pin It for Mobile

Pinterest Unveils New Pinning Feature; Mobile Update

Navigating social media sites can be quite a task, but Pinterest aims to improve how users use the content sharing website with a new feature that will prove useful to brands and companies: information pins.

Google Analytics Debuts Real Time Widgets, Customer Journey Tool

screenshot-googlecustomerjourney-2013.png Web stat geeks will be stoked about Google Analytics updates that include real time widgets and interactive insights that help define how customers really decide to finally make a purchase.

Alteryx Receives US$ 12 Million to Expand Reach of Data Analytics Platform

Business intelligence and strategic analytics provider, Alteryx has announced US$ 12 million in funding that will be used to help with company growth.

Customer Journeys: What Can Go Awry on the Path to Making Customers Happy

What can go awry in customer journeysThere is much written on the virtues and triumphs of mapping customer journeys, but little about what can go awry.

Forrester: Want Marketing Innovation? Change Your Corporate Culture

Forrester: Want Marketing Innovation? Change Your Corporate Culture

What’s the key to adopting the kind of marketing innovation that is necessary in today’s environment? According to a new report from Forrester Research, it boils down to one thing: a culture of innovation.

Customer Experience: Make Communications the Solution, Not the Problem

On the web, we need a new form of communications that focuses on serving customers rather than telling them what to do.

Social Media, Big Data and the Customer Experience

How do you uncover and remove the barriers in shopping journeys? What are the key moments of opportunity? What are the key drivers of engagement? Chances are if you’re one of the many businesses trying to create a successful customer experience, you’ve been working to answer these questions. Now, thanks to SDL’s new Customer Committment Framework, companies can identify exactly how, what, when and where on the customer journey, customers commit to brand, product, and business. 

Confirmed: Yahoo to Acquire Tumblr for $1.1 Billion

tumblr_ios_logo.jpgYahoo has announced that it will acquire Tumblr in a refreshingly honestly press release that states "Per the agreement and our promise not to screw it up, Tumblr will be independently operated as a separate business."

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