HOT TOPICS: Customer Experience Marketing Automation Social Business SharePoint 2013 Document Management Big Data Mobile DAM

Digital News & Analysis

Good Content is Just the Tip of the Iceberg

We’re often told that the best way to create advocacy and brand loyalty through business websites is by providing compelling, timely content and making it available on multiple devices and across a number of platforms. But is content creation and delivery only the tip of the iceberg when it comes to producing dynamic, customer-facing digital experiences?

Reducing the creation of an engaging customer experience to a simple, easy-to-achieve objective overlooks the complexities and layers that go on behind this task.

Learning from Loss: Forensic Files for Lost Sales

Learning from Loss: Using Data from Deals that Fall Through to Make Your Sales Organization BetterAnyone involved in sales has experienced the near miss. That’s when you’re in what you think is the home stretch of a big sale, with your contact at the company assuring you that only one or two big shots have to sign off on the deal. As you’re icing the champagne, you get a call: the deal’s gone to your competitor.

What Not to Say: Words that Cost You Customers

help me

Everyone has a pet peeve about customer experience. Persistent pop-ups that ask annoyingly, "Need help?" Websites with music in their hearts.

Videos that start automatically. Hard to find contact information. Contact centers that make you wait on hold ... for what seems like forever. Intricate, thickly branched phone trees. Glitchy self-service kiosks.

It's a multichannel mess, more or less.

But nothing is more maddening — or more contrary to the whole philosophy of CXM — than scripted responses that lack even trace amounts of empathy, understanding or compassion. As customer experience researcher, innovator and entrepreneur John A. Goodman so clearly articulates, some things are better left unsaid.

What else would you expect to hear from the co-author of "Shut Your Mouth! Words and Phrases to Avoid in a Customer-Focused Service Environment"?

The Hierarchy of Social Marketing Interaction

The Hierarchy of Social Marketing InteractionSocial marketing has become an integral part of the marketing portfolio ... at least in theory. One of the biggest challenges social marketing faces is the remaining confusion on which metrics are truly important for marketing success and which are more decorative in nature.

Will Microsoft Dynamics Marketing Trigger the SharePoint Effect?

Will Microsoft Dynamics Marketing Trigger the SharePoint Effect?At last month’s Convergence conference in Atlanta, Microsoft revealed what it had been internally assembling around its 2012 acquisition of Marketing Resource Management (MRM) specialists MarketingPilot. The resulting digital marketing suite has the potential to shake up the marketplace just as SharePoint did in the enterprise content management (ECM) market in 2001.

Adobe Marketing Cloud Partners with SAP HANA #AdobeSummit

Adobe Marketing Cloud Partners with SAP HANA #AdobeSummitSALT LAKE CITY -- The big boys are playing ball. Digital marketing ball.

Adobe and SAP announced today at the Adobe Summit Digital Marketing Conference the integration of the Adobe Marketing Cloud With SAP HANA and its hybris Commerce Suite. SAP will resell the Adobe Marketing Cloud with the SAP HANA platform and the hybris Commerce Suite.

It’s a move an Adobe official this morning called the bringing together of the marketing and technology departments through the combination of digital marketing and commerce solutions to deliver real time customer engagement across multiple channels.

Execs Stress Plenty of Opportunities #AdobeSummit

Will Adobe become the go-to company for all digital marketing technology? Company executives, speaking at the Adobe Summit in Salt Lake City today, certainly paint that picture. But a dynamic and expanding industry proves there is room for plenty of other players, as digital marketing complexity expands.

Data Driven Marketing Demands a Fundamental Shift

We are in the midst of an industry wide transition period, moving away from data driven decision making and towards data driven decisioning. And while the semantic difference seems subtle, it's changing the game -- and creating incredible forward momentum -- for virtually every marketer and big brand.

Connecting: Sprinklr's Social Nerd Talks Digital Tech

Connecting with Bill Sobel

Two years ago, Esteban Contreras sold most of his earthly possessions on Craigslist, walked away from a city he loved – New York – and moved to Canada. He happily resettled about 30 minutes from Vancouver, British Columbia but stayed connected with his adopted hometown by by advising and working with NYC based Sprinklr, a provider of social media management tools.

We told you about Sprinklr last month when it bought Austin, Texas-based Dachis Group, a social analytics company, and formed the largest independent end-to-end social relationship platform in the market. Contreras is director of strategy at Sprinklr.

He's a native of Guatemala, but he has little concern for geography — and said he's "glad we live in a day and age in which it is possible to work from virtually anywhere."

And he's probably just as glad we live in an age when it's possible for one person to do so many interesting things. Before moving to Canada, Contreras was the first social media marketing manager at Samsung USA.

He's also the author of the book "Social State," founder of Social Nerdia Consulting, which focuses on the convergence of technology, marketing and social, and an advisor to multiple tech startups.

We've Got it Wrong: The Funnel, Lead Scoring, Conversions and More

RunninginSkiBoots.jpgImagine learning how to run, but in ski boots. You can work hard and get better at it, but it may get so exhausting that you skip the marathon and go watch TV.

That’s what happens frequently in modern day organizations -- we decide on building a strategy around real time marketing, but most of the time it just takes too much effort to manage proper adoption and the results don’t seem as revolutionary as we anticipated.

A big part of the solution is to realize that we don’t need a protein bar -- we need to ditch the ski boots.

Thismoment Wants Brands to Become Content DJs

To better spin user-generated content (UGC) into gold, content marketer Thismoment has announced its Content Cloud platform for rapidly organizing content into playlists that output as dynamic "cards."

Ankarino Lara, Thismoment's Chief Product Officer and co-founder, told CMSWire that the content on Content Cloud card is sometimes literally viewed as a interactive card, like on Twitter. In other cases, the "card" is more a content container that can be rendered via API in different ways for different formats, such as Facebook, Pinterest or Tumblr.

Are You Wasting Money on Customer Experience?

Are You Wasting Money on Customer Experience?Think about all you've invested in the latest digital technologies to improve customer experience (CX). Now think about this.

It might have been a big waste of time and money.

A new study by CX Act, a customer experience improvement firm, shows the most frequently used and most effective customer touch point is personal contact by phone. The study (registration required), which updates a study the company originally conducted for the White House in 1980, concludes:

While companies can’t ignore the need to offer a multichannel strategy and digital channels are likely to grow in importance (especially since younger consumers are more likely to use digital touch points), what matters NOW for creating an optimal customer contact experience is providing a phone or in-person customer interaction that delivers on the brand promise."

Looking for Value in Social Media Command Centers

Companies and brands are setting up social media command centers to get a better grasp of the unstructured data like status updates, posts and tweets.

PepsiCo's Gatorade opened a Mission Control Center in 2010 and Dell opened a Social Media Command Center later that same year. Since then,  other companies have followed suit, including Hendrick Motorsports, The Oregon Ducks, Symantec, Salesforce and Brandwatch.

Now the Altimeter Group takes a look at the trend in a report called "Shiny Object or Digital Intelligence Hub?"

This Week: Facebook Beyond the Like + SharePoint's Next Step

Facebook Likes: Forget 'Em
We all like "likes." But there are three other Facebook metrics that provide businesses with far more valuable insight.

Hail to the CCO
Rockstar chief customer officers (CCOs) are those who realize their role is about uniting their organization.

What's Next for SharePoint?
Microsoft continues to innovate in the social space, but it's making it loud and clear that its primary focus is on the cloud as a delivery mechanism

CMO, CIO Examined
The CIO role is fading away, a point not well taken by a practicing CIO. Meanwhile, the CMO may be the most enigmatic executive in the C-Suite.  

Microsoft SQL Trumps Oracle?
Microsoft's SQL Server 2014 released to manufacturing this week will give Oracle users a boatload of reasons to consider ditching.

Analysis of Analytics
We were all over the Predictive Analytics World this week. We shared tips on big data, examined how to cut costs and increase output and talked about how Blackjack can help improve marketing analytics.

Context is at the Heart of Great Customer Experience
Join next Tuesday to understand why delivering contextually relevant messages matters.
> Join Us March 25

sponsored item

Most Popular

Editor's Picks

Around the Web

Featured Events (all events | post your event)

Featured Research 

 

Eloqua Marketing Automation Meets Gmail with Cirrus Insight

Cirrus Insight is putting a lot of stock into making the Gmail experience better for marketers and salespeople.

Last fall, the CRM app developer out of Laguna Hills, Calif., united Salesforce and Gmail on mobile devices. Then in February it added marketing automation capabilities via Pardot and Hubspot

Its latest move comes today and involves bringing Eloqua's marketing automation to Gmail, opening up capabilities for enterprises.

Displaying 46-60 of 2877 results

< Previous 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Next >