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

Web Experience/Engagement Management (WEM) Articles

Businesses Lose $41B from Bad Customer Service: Here's What to Do

shep hyken.jpg

The US is a nation of "serial switchers" — and that lack of loyalty is costing businesses an estimated $41billion a year, according to research from NewVoiceMedia, a cloud contact center vendor.

Blame it on bad customer service: 44 percent of customers leave because they feel unappreciated, fed up, frustrated and convinced no one really cares about their problems.

You can read more about the study here (registration required). 

But you don't need to dig deep to understand that better customer service can have a big impact on a company's bottom line. So what should you do? For advice, CMSWire turned to customer experience expert Shep Hyken, a best-selling author, motivational speaker and Chief Amazement Officer at Shepard Presentations.

7 Essential Skills for Great Marketers

essential skills.jpg

Marketers need technology skills — or at least a keen understanding of the technologies that make them better marketers.

“If you're not a digital native, you're not going to go far,” Jim Durbin, vice president of digital marketing at Plano, Texas-based Brandstorming.com told CMSWire. “Technology is already moving faster than any of us can adjust to, so if you can't use technology to make yourself more productive, you're no good to anyone.”

Bennet James Bayer, Global CMO and vice president of strategy for Huawei Carrier Software, also based in Plano, Texas, said technology skills are not the “end-all” for marketers.

But he noted that even someone as experienced as his wife, who managed $6 billion in brands for consumer food products during her career, would probably not be able to work at a junior level without a basic understanding of mobile, social, search and email marketing. 

“I don’t believe it is necessarily technology skills so much as an understanding of the related technologies, how and when to employ them,” Bayer said. “That has changed dramatically.”

Content and Campaigns: Marketing's Complementary Bedfellows

In today’s increasingly digital environment, marketers have moved towards content marketing – a strategic approach that emphasizes the brand over any single product which that brand sells – as the best way to boost demand and increase sales. This requires engaging and relevant content in order to succeed and, in recognition of this fact, marketers have ventured into the fields of storytelling and consumer psychology. Marketing Magazine, picking up on this trend, went so far as to name these the “must-have skills” for marketers in 2014.

This Week: Marketing Automation Meets Gmail + Hybrid Clouds and SharePoint a Good Marriage?

IBM: Nothing Like Us Out There
IBM's vision with Mail Next? Upgrading mail with social business capabilities and giving mail users the ability to share with a wide audience, IBM told CMSWire this week.

Marketing Automation Meets Gmail
Cirrus Insight's integration of Pardot and Hubspot marketing automation with Gmail means Pardot and Hubspot customers who use Salesforce will have access to all of their marketing automation intelligence in their Gmail inbox. Meanwhile, Forrester produces its top nine marketing automation vendors.

Better Yammer-ing
Using Yammer? Here are four suggestions for improvement and ultimately better social collaboration.

Telecommuting and its Downside
Working from home is the best job ever … as long as you're willing to tether yourself to technology, produce twice as much as you would in an office, blur every possible work-life boundary and have the discipline to bite your tongue when someone asks you if you ever plan to get a "real" job. 

Save Your Big Data from Landfills
Dealing with your big data landfill requires a new strategy that goes beyond the current data preparation methods used by IT.

Hybrid Clouds for SharePoint?
The hybrid cloud is the talk of the industry for 2014, and a hybrid cloud for SharePoint/Office 365 is no exception. But not everyone is going hybrid, at least not permanently.

Maximizing the Value of Online Marketing Video
Tips for content marketers considering adding video to their content marketing strategy.
> Download the eBook

sponsored item

Most Popular

Editor's Picks

Around the Web

Featured Events (all events | post your event)

Featured Research 

Forrester Analyst: Digital Empowers Customers, Challenges Marketers

James.jpg

With more than 950 digital marketing vendors now offering software and services in about 40 categories, it's getting harder for marketing executives to blend the right mix for their companies.

More and more, they rely on experts like James McCormick, senior analyst for consumer intelligence (CI) at Forrester Research, for guidance. Speaking yesterday at the Ensighten Agility 2014 conference in San Francisco, he outlined the challenges and strategies for marketers making those choices.

10 Things You Should Know About B2B Marketing

customer experience, 10 Things You Should Know About B2B Marketing

The last two months were all about predictions for B2B marketers.

The guesswork is over. 

Today, we’re going to tell you some things that are happening out there, and things you need to know -- from the eyes of an analyst, marketing consultant and marketer in the trenches.

Cirrus Insight Brings Pardot, Hubspot Marketing Automation to Gmail

Cirrus Insight claimed it broke the mold in 2011 when it integrated Salesforce with Gmail.

Last fall, Cirrus, which had been working on a mobile app to bring Salesforce features to the smartphones and tablets of Gmail users, announced integration with Conga, a popular Salesforce document builder.

Today, Cirrus is claiming another pioneer effort -- integration of Pardot and Hubspot marketing automation with Gmail.

Note to Brands: Focus on Multifaceted Digital Marketing

which path.jpg

If you think consumer search is a single and isolated action, you're wrong. It's actually part of a complex dance of intersecting factors, according to a new study from Toronto-based digital advertising agency DAC Group and research consultancy Kantar. The annual Kantar Consumer Search Behavior Study, highlights the complexity of search — and comes with a warning to marketers:

Brands need to create multi-faceted digital marketing campaigns plans that include highly-targeted search engine marketing (SEM), search engine optimization (SEO), local listing management (LLM) and display strategies to support consumer online conversion," said Nasser Sahlool, vice president of Client Strategy at the DAC Group.

Insults, Assumptions, Cultural Affronts: Mistakes to Avoid When Going Global

Making mistakes in business is natural. Sometimes those mistakes benefit your overall success. Hire the wrong iPhone developer, and you’ll learn what to look for in the next one. Cancel your work from home policy, and you might get faster collaboration, the way Marissa Mayer wanted.

If you take your product global with the wrong color scheme, image or translations, however, your target audience might be shaken for years. Rumor has it that the Pepsi slogan “Come Alive With Pepsi!” translated to “Pepsi Brings Your Ancestors Back from the Dead” in Taiwan. KFC’s “finger licking good” became “eat your fingers off” in Chinese. In another faux pas, one Beijing Starbucks had to close after setting up shop in Beijing’s sacred and historic Forbidden City -- considered a cultural affront.

No Earnings Tweet for #Twitter

upside down.jpg

Twitter shares fell about 23 percent in after-hours trading after the company announced quarterly earnings results and forward guidance that disappointed investors.

Despite drop-offs in the growth of some numbers, including new users, Twitter executives described a platform as still evolving, and that further development of the mobile experience was a focus of growth in 2104.

Twitter CEO Dick Costolo defended the growth of Twitter, pointing to the fact that some user interaction metrics such as private messaging are growing, and important revenue metrics such as average revenue per timeline were showing improvement. He said the company will be making additional investments in the Twitter platform, specifically in the mobile experience.

So how is the company going to turn things around?

9 Marketing Automation Providers Who Know Their Stuff

customer experience, Nine Marketing Automation Providers Who Know Their Stuff

Forrester Research named the nine most significant lead-to-revenue management (L2RM) marketing automation platform vendors. So what makes a good one?

They go beyond revenue performance management and transform marketing across the customer life cycle. They have deep features and functions. They make smart acquisitions

"Change in the B2B marketing automation market is likely to accelerate in 2014," Forrester's Lori Wizdo predicted in her new report. "New buyers from B2C and B2B2C marketers will redefine the functional table stakes. Acquisitions will continue as the mega enterprise software vendors plump up their marketing clouds. And the pace of innovation, driven by new tech startups, will remain high."

What's New in February for Open Source CMS

The year is off to a fast start for free and open source content management system (CMS) vendors, with plenty of updates, meetings and more. We're sharing the latest updates — and inviting everyone with FOSS CMS news to drop us a line. We'll include you in our next monthly column.

How Social Technologies Impact the Balance of Power

How Social Impacts the Balance of PowerOrganizations, businesses and entire industries are becoming more social. Does that really translate to better collaboration?

Extreme Goes Deep at the Super Bowl with Analytics

Networking hardware makers are seeing a unique opportunity in analytics. Why? All the data passes through their pipes. Extreme Networks has grabbed onto this trend with the release of an analytics product that was rolled out at the Super Bowl on Sunday, providing detailed information about the digital activity on the wireless network in MetLife Stadium.

Is Employee Advocacy the Next Big Thing for Marketers?

Is Employee Advocacy the Next Big Thing for Marketers?It started with a simple question: “What’s the next big thing marketers need to focus on?”

I asked Mike Edelhart who runs the Pivot conference -- a conference for senior marketers on the leading edge of the social media revolution. I expected Mike to respond with the usual suspects: big data, mobile, customer experience, media-specific social platforms, etc. Instead he replied, “It’s all about turning employees into a powerful force to advocate the company’s brand.”

Displaying 226-240 of 4058 results

< Previous 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 Next >