Matt Ramerman
How to Power “Always On” Service Channels That Actually Help Customers
Exceptional customer experience (CX) is no longer a nice-to-have — it’s directly correlated to a brand’s bottom line as 73 percent of consumers consider CX a crucial factor in their purchasing decisions. With customers spending increasing amounts of time interacting with brands and service...
Brands, it’s Time to Negotiate Marketing Power With Customers
While the rise of digital channels has transformed how we communicate with our friends and family, it has also enabled customers to demand more from interactions with their favorite brands and businesses. Customers want around-the-clock, immediate access to brands - and they don’t just...
Conversational Marketing is the New Direct Marketing
Marketing has changed drastically over the last decade, fueled by the evolution of technology and the demands of more discerning, sophisticated and impatient consumers. Yet, despite the consumer’s evolving preferences for how they access products, services and information, I would argue that most brands...
Signal to Noise: Connecting with Customers in Tense Times
The concept of “business as usual” has been turned on its head in 2020 — from the pandemic to the recession and the presidential election. Uncertainty has been a constant this year, and businesses have some tough calls to make: potential budget cuts, recasting...
A Look Ahead: 2021 Predictions for Brand Marketers
This year and its turbulence ushered in an enormous shift in how consumers shop and communicate with their brands and institutions. For brands that want to survive from a social distance, BOPIS/BOPAC, contactless delivery and online ordering are now table stakes: the less we...