Welcome to M4 Communications' Five Customer Experience Trends for 2020 To Watch. This has become an annual event here at M4. But before we dive in, let's take a look at where we are with Customer Experience. The Current State of Customer Experience So, where are we with Customer Experience (CX)? The answer to the [...]
I had a boss years ago who had a fetish for change. He wanted to change things that in his mind weren't working. There's no problem with change. Change is good. It's good to clear out the old to make way for the new. In fact, this is an idiom that Steve Jobs used on [...]
Net Promoter Score (NPS) has been a hot topic ever since it was developed 15 years ago. Depending on what side of the fence you're on, you might or might not hold a lot of value in the metric. Recently I participated with some of my customer experience colleagues in a blog post discussion of [...]
Improving your customer experience (CX) requires more than just listening to your customers. You must understand your data and what is behind the numbers before you can take action to optimize the CX. The old management adage, you can't manage what you don't measure, applies very well here. In a 2016 study conducted by Forrester, [...]
I have done my share of reading about who owns the customer experience and who should own it. There are two schools of thought on who should own the customer experience. Some think it should be one functional group that owns the customer experience. Which group should it be? Marketing? Customer Success? Sales? Another customer-facing functional group? [...]
For marketers to be successful, they can’t muddle through with blinders or rose-colored glasses on. They must be informed and know which marketing activities work, and which don’t. That means understanding the mechanics of measurement. Marketing and measurement are like lock and key. You need both to be successful and grow. Unfortunately, some marketers still [...]
This month, eMarketer published a post citing results from an April 2014 study conducted by VisionEdge Marketing and ITSMA. eMarketer noted that 85% of marketers worldwide said the pressure to measure marketing’s business value and contribution had increased. eMarketer cited another study in the post, one conducted by ifbyphone in May 2014, which indicated that much of [...]
By Nicole Yuen It's the summer and as the weather heats up, it's a perfect time to "check-in" to ensure that your marketing is on fire to end 2014 with a bang. Use this 11-point checklist to ensure a successful mid-year marketing check-in and your marketing is on track. 1. Conduct a mid-year content audit. [...]