The role of Chief Customer Officer or Chief Experience Officer is still relatively new, and enterprise businesses are struggling to understand the role itself, and the roadmap to success.According to the Chief Customer Officer Council, only...Read More

For the last several years, improving customer experience has been rightfully viewed as one of the most important things any organization can do to drive value. In fact, the phrase is used with the same reverence (and lack of clarity) as words...Read More

The sales and marketing goals of a successful brand focus on three things: generating viable leads, engaging existing customers in a positive brand experience and looking forward to long term customer loyalty. Following this blueprint, you ensure...Read More

Loyalty programs were on everyone’s minds in 2016 – for better or for worse. From Chipotle to Air Miles’ mistakes in customer loyalty management, one must learn from this and prevail in 2017. To avoid media backlash, the...Read More

To combat the fractured attention span and dwindling customer loyalty levels among modern consumers, many brands are increasingly turning to digital customer engagement strategies. Since new technologies are continually changing the way that...Read More

A couple of months ago, an opinion article in the Los Angeles Times spurred a discussion about the use of incentives and rewards in the market research space. As a result, both the AAPOR and the ASA made a formal statement recognizing the...Read More

Identity resolution is not a one-and-done. Rather, it is best viewed as an ongoing process.To optimize this process, marketers must think holistically about all of their customer data collection and application needs. The process must recognize...Read More

Engaging customers is hard. There are more than 30 billion mobile moments happening every day in the U.S. according to research from Forrester Research, Inc. And marketers must be ready to meet customers in these moments and deliver compelling...Read More

Change is an ever-present and unavoidable fact of nature. Given the proper amount of time, almost everything we know and understand to be real will undergo some amount of transformation. Depending on the timetables and concepts in question, these...Read More

What are we talking about when we talk about marketing automation? On a basic level, it refers to software platforms designed to automate marketing tasks like email, social media and website actions. Ideally it’s implemented not just as a...Read More