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Loni Kao Stark News & Analysis

Storytelling in the Mobile Millisecond

2014-25-September-Next-Stop.jpg“Wrong number,” says a familiar voice.

Lost my wallet, found my desires.

Sounded much better in my head.

I should have brought a GPS.

What do these sentences have in common? They’re all six words long. And they all tell a story. With forums and Tumblrs devoted to it, and anthologies published each year, you’ve likely heard of the six word story phenomenon. It’s a deceptively simple exercise: tell a story in just six words or less. And it’s captured a huge following of writers and readers who love seeing just how much punch can be packed in one brief sentence.

Roadblocks to Epic Customer Experiences: Embracing Technology

Roadblocks to Epic Customer Experiences: Embracing TechnologyThe final key to great customer experience is something that both intimidates and eludes many marketers: technology. Many individuals responsible for customer experience have not been trained or educated in the platforms that unite channels and customer touchpoints, analyze data, manage customer profiles and deliver targeted content. They’re being asked to learn on their feet, and adapt to rapidly changing technologies in order to meet -- let alone exceed -- customer expectations.

Roadblocks to Epic Customer Experiences: Marketers

Roadblocks to Epic Customer Experiences: MarketersDelivering relevant and remarkable customer experience is easier said than done. It takes a special combination of data and analytics; great storytelling and visual content; delightful social engagement; a consistent, multichannel presence; strong customer service; and agile, long-term strategy. Throw in value-added apps, responsive design and personalization, and you’ve got a tall order for any company to fill.

How can one company -- let alone one person -- do it all? And how should aspiring digital marketers focus their education and training to become competitive in the (near) future? Before we get overwhelmed by everything today’s marketer must be, let’s start with what he or she is not. 

Roadblocks to Epic Customer Experiences: Organizational Silos, Conflicting KPIs

Roadblocks to Epic Customer Experiences: Organizational Silos, Conflicting KPIsAfter giving a presentation recently on epic customer experiences, I was asked, “If customer experience is so critical, why do so many companies still suck at it?” Though lighthearted, I think the question deserves serious attention. That’s why I’m kicking off a three part series on the key obstacles that hinder companies from delivering the experiences customers want.

The CMSWire 25: Our Most Popular Stories of 2013

Top 25

It's a New Year -- the perfect time to take one more long, analytical look back at 2013 -- through a sampling of 25 of the most popular CMSWire stories of the year.

We have selected some of the best of the best stories, based on reader interest. The list does not include SharePoint related stories, a topic that warranted the separate ranking we shared with you yesterday.

So sit back, relax and catch up on all your favorite CMSWire content as you map your strategy for a successful 2014. 

A Look Back: 5 Customer Experience Trends from 2013

A Look Back: 5 Customer Experience Trends from 2013Customer experience management has never been more comprehensive or sophisticated. And that's a good thing because customers have never been more demanding, connected or empowered — realities that became exceptionally clear this year.

Nobody puts consumers in the corner anymore — or anywhere else, for that matter — at least if they have long-term plans to stay in business. 2013 was the year customer experience management (CXM) matured and expanded, exploding from websites to mobile devices, brick-and-mortar stores, customer contact centers and more.

In retrospect, 2013 may go down as the year marketers shifted their focus from broad, amorphous groups of customers to targeted, personalized, omnichannel, shared experiences for each one. It was, in many ways, a seismic shift in attitude, powered by five key customer experience trends.

Loni Kao Stark on Digital Marketing's Balancing Act

digital marketing, content marketing, mobile, loni kao stark Are you a marketer learning to juggle the many balls that comprise a digital marketing strategy? Adobe's Loni Kao Stark has a few tips you should consider.

Three Keys to a Competitive Content Marketing Strategy: Message, Medium, Membership

Customer Experience, Digital Marketing, Three Keys to a Competitive Content Marketing Strategy: Message, Medium & MembershipMost of us fight the daily whack-a-mole war on email and try to split our time judiciously between multiple devices and infinite amounts of digital content. There is no shortage of it. The result? Scarcity of attention. 

Three Imperatives to Ensure Your Mobile Experience is Future-Proof

Mobile Experience Customer Experience“Mobile is sexy, multi-channel is not,” I recently declared in a discussion with an analyst. That pretty much sums up the general relationship most brands have with the two "M’s” of marketing: mobile and multi-channel.

Loni Kao Stark on Customer Journey Mapping: Social, Contextual & Crossing Channels

Loni Kao Stark on Customer Journey Mapping: Social, Contextual & Crossing ChannelsManaging the customer journey is challenging for even the most seasoned marketer. Here Loni Kao Stark shares some of her insights into getting and staying on track. 

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.

5 Tried and True Ways to Grow a Customer Community

What do you trust more: advice from a friend or advertising?

Four Web Content Management Trends in 2013 Every Marketer Needs to Know

While 2012 was a memorable year for Web content management, 2013 will prove to be the year WCM makes its greatest impact, becoming the bedrock of the digital entity of any public institution, business or brand powerhouse. At least the ones that will remain relevant in the 21st century.

Content and Community as a Corporate Asset

What is the monetary value of 1,000 Facebook Likes or 900 Twitter followers to a business? Nothing kills the social media love fest faster than the probing mind of a Wall Street fan.

Discussion Point: The Hardest Part of Content Marketing Is...

For so long, we have been taught that marketing is about persuading people to buy something. It's about the end result -- the sale. Well things have changed and marketing has evolved. Yes, many online marketing processes are still about that end result, but there's a another way to build loyal subscribers to your brand, and it's not about selling, it's about providing something valuable -- information. That is the essence of content marketing. What's the hardest part of content marketing? Now that's a good question.

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