Study: Voice of Customer, Customer Experience Tops in Primary Text Analytics Applications
Blog post by Bob Thompson on July 23, 2014
Seth Grimes just published an insightful new text analytics report. Customer-related applications are driving industry growth and ROI, but solutions need improved ease of use.
Customer Service and the Disney Myth
Blog post by Shaun Belding on July 23, 2014
Whenever there’s talk about outstanding customer service, the names that inevitably comes up are Disney World and Disneyland. The giant myth, however, is that Disney’s success can be replicated by simply studying and implementing their practices.
Inbound-only marketing is like waiting for the phone to ring
Blog post by Matt Heinz on July 23, 2014
I’ve built my business on inbound marketing. It works. But it also has its limits. By focusing on inbound marketing alone, you have little control over the growth rate and consistency of that growth over time. You …
Service strategy & marketing: It’s personal
Blog post by Ben Reason on July 23, 2014
Most marketing communication is focused on new products and features. Today’s customers however, are looking for something different. They can get the same new features nearly everywhere. A strong service strategy can generate interest with existing and …
Disruptive Innovation From Microsoft
Blog post by Mitchell Gooze on July 23, 2014
Microsoft recently announced the biggest restructuring in their history (the metric is number of people laid off in this case). 18,000 people are going to lose their jobs as part of the Nokia merger. However, to me …
How Improving Company Culture Can Change Employee Behavior
Blog post by Joanna Jones on July 23, 2014
If you are in management, you are tasked with the never-ending job of coaching employees, guiding their behavior, and helping employees perform their best. When employees are in a workplace with a well-defined culture, your leadership tasks …
More unicorns! LinkedIn’s head of marketing technology
Blog post by Scott Brinker on July 23, 2014
It’s fascinating to watch a new profession — marketing technologists — emerge from the digital star foundry. It’s a phenomenon that we should expect to see more frequently in The Second Machine Age. But while that’s thought-provoking …
Do You Guarantee Your Customer Experience?
Blog post by Annette Franz Gleneicki on July 23, 2014
Image courtesy of Tom with his Nikon Should companies offer guarantees for their products and services? Or is the better question, why don’t they? I saw a commercial the other day where the company offered a money-back …
To Blog, or Not to Blog…That’s the Question Many Industrial Companies are Asking
Blog post by Achinta Mitra on July 23, 2014
Manufacturers, distributors and engineering companies have read or heard about all the benefits of content marketing in general and blogging in particular but many are still sitting on the fence. I’m often asked the question, “Should we …
When Marketing Automation Goes Bad
Blog post by Dave Fish on July 23, 2014
If you’re like me, you’re inundated with emails from marketers. This makes for a less-than-positive customer experience with companies in many cases. Marketing automation makes it easier (and cheaper) than ever to send communications with offers. However, …