Chief-Customer-Officer-is-vital-to-your-business

The Chief Customer Officer is Vital to Your Business

I cringe when I hear Marketing should own the customer experience. Two recent reports appear to back up this claim though. A report from the Economist Intelligence Unit and Marketo revealed 86% of CMOs and senior marketing executives believe they will own the end-to-end customer experience by 2020. Walker Info released a report that says [...]
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5-key-customer-experience-trends-for-2017

Five Key B2B Customer Experience Trends for 2017

Each year when I read an annual Customer Experience report, my wish is that Customer Experience finally makes it into the mainstream. I remember reading the findings from Accenture's 2015 B2B Customer Experience Report. I was encouraged to read that approximately eight in 10 executives believe delivering a differentiated experience links directly to business results [...]
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How Content Marketing and Customer Experience Can Drive Retention

Did you know that by 2020, customer experience will overtake price and product as the key brand differentiator, and Bain & Company says it’s 6 to 7 times more costly to acquire a new customer than it is to retain one? So, if it’s really 6 to 7 times costlier to acquire a new customer [...]
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