This post first appeared on my Customer Experience column for Maximize Social Business. Increasingly, the marketing landscape is undergoing continuous change. Empowered consumers, the Internet and technology are some of the significant forces shaping this new landscape. Marketing or purchasing funnels have been replaced by more descriptive and relevant customer journeys. Brands that hope to […]
View Post customer experience, CXO, loyaltyThe Social Local Mobile (SoLoMo) Marketing Challenge Thanks to the proliferation of smartphones, tablets and the Internet, today’s hyper-connected, ultra-informed consumer expects more than most businesses are delivering. This has created an expectation gap. I talked about this gap in my SoLoMo Marketing Imperative post. There’s Still a SoLoMo Customer Experience Gap Based on research […]
View Post customer experience, Small business marketing, social local mobile marketingBad Data Equates to Negative Customer Experience I just received a text message from my insurance agent; a friendly reminder that I owed a premium that was due a couple of weeks ago. The text had a helpful link with a phone number so I called. A cheerful representative from the local office answered and […]
View Post CRM, customer experience, database marketing, relationship marketing