According to the latest Customer Experience in Marketing Survey 2017: Greater Expectations, Greater Challenges, in two years 82 per cent of B2B CMOs expect to mostly or completely compete on the basis of CX, compared with 76 per cent for B2C marketers.
Meaning that competing on price and product or a combination of both is becoming much less important. This is big, really big, because creating great customer experiences will require tenacity, dedication, long term thinking, integration of data, collaboration and a cross company approach where everyone is involved. No. Mean. Feat.
https://which-50.com/why-the-customer-experience-matters/
Customer experience is undergoing a massive shift — similar to how smartphones took hold ten years ago. At that time, if your brand didn’t have a mobile strategy it’s likely you didn’t survive. Today, we’re on the precipice of the next catalyst: Voice.
In her annual Internet Trends Report, influential analyst Mary Meeker named voice one of the top trends of the year, noting the rise in mobile voice and improved voice recognition. We’re entering a new era of customer communication as people transition to mobile-only and voice assistant usage — which surged by an estimated 130% in 2017.
https://www.mediapost.com/publications/article/319668/the-rise-of-voice-are-marketers-listening.html/
The buzz of promoting your day-to-day business activities on Snapchat may now be nothing more than a quiet hum — but Instagram stories (an Instagram feature which was brazenly stolen from Snapchat) is gaining traction by the day.
But you don’t have to take our word for it, because the numbers, along with the insights gathered from inside company’s using Instagram Stories regularly, paint a vivid picture.
https://www.cmswire.com/digital-marketing/why-instagram-stories-need-to-be-part-of-your-marketing-strategy/
Last week, I shared how early on in my career I managed a technical support and customer service center and service was considered a cost center and a necessary evil. How times have changed, and how far most companies have come in changing that perception!
Continuing in that vein, this week I will share our different approach to measuring customer service at that time, and how there are better means of gauging various aspects of service today. (Note: I’m limiting this to live interactions because my time running a service center only saw the beginnings of self-service.)
I’m going to organize this around points in the typical customer service process:
https://customerthink.com/youre-doing-it-wrong-what-to-measure-in-customer-service/
In parallel, over the last year, we have witnessed the convergence of content and search engine optimization (SEO).
Intelligent marketers are utilizing these trends and building integrated marketing frameworks to provide marketing benefits far beyond the organic channel. Early adopters of these smart SEO and content frameworks are successfully implementing optimized content in paid search, email and social media campaigns and utilizing SEO insights to drive cross-channel performance.
https://searchengineland.com/enterprise-seo-cross-channel-performance-activation-integration-292442/
Are you still guessing or assuming that your customers are pleased with your service or that you are meeting the expectations of the relationship?
Really??
Here’s a quick review of the basic requirements to build, deliver and align yourself with your customers' expectations:
http://www.piworld.com/post/best-way-align-customer-expectations/
When I was a student at Duke I wasn't much of a student—at least when it came to academics. Vastly preferring the lessons offered via extra-curricular activities, I gained a practical introduction to advertising by promoting various film series but in truth. Also, taking an actual marketing class was not an option. Well, that was a long time ago and the interest in and importance of understanding marketing has increased dramatically since then. There are now substantial curriculums at both the undergraduate and graduate levels, at Duke and across the country.
http://adage.com/article/cmo-strategy-columns/business-a-student-marketing/312276/
For most consumers, buying a car is a long, complex process that involves a significant amount of research into different brands, models, and features, leading to a purchase driven by both emotion and logic.
Given the time and financial investment that goes into this, consumers want auto dealerships to deliver a highly personalized and pleasant customer experience.
http://www.dealermarketing.com/how-artificial-intelligence-is-helping-flip-the-script-in-automotive/
Are you struggling with customer retention? Maybe looking for a way to improve customer loyalty?
Establishing a good relationship with customers can be difficult, especially for car dealers, when generalizations and stereotypes tell customers to be leery of anything you say.
Here are 10 ways you can reverse these stereotypes and strengthen your relationship with customers.
http://www.dealermarketing.com/a-10-step-customer-retention-primer/
Being a CMO used to be straightforward, with a laser focus on branding, advertising and lead generation. Enterprise functions outside of marketing "ownership" were not a problem, as the CMO didn't report the financials, wasn't responsible for deploying technology, didn't have to approve all hires and really didn't "own" the sale in many cases.
https://www.marketingdive.com/news/why-cross-collaboration-is-critical-to-the-modern-cmos-success/513762/
