What You Need to Know to Win Back Lapsed Customers
They are your lowest-hanging fruit and the segment of guests most likely to help drive incremental revenue. But how do you identify when a customer has actually lapsed?
The Downside of Automated Responses
Responsibility and strategy are key to using this growing technology.
Get Your Sales Team Off the Bench and on to Your Starting Lineup
Salespeople who are scared to fail are also afraid to succeed.
Avoiding Social Media Blunders
Lessons learned from Super Bowl marketers.
Making the Most of Social Media Data
Tap into this one-stop business intelligence source for your smartest budget ever.
What Marketers Can Learn from the NFL
Not just a sport, football is a brand that's doing business right.
Real-Time Marketing for a Real-Time World
Boost loyalty and profitability with event-based marketing.
Use a Voice of the Customer Program to Prevent Service Meltdowns
Learn from Netflix's mistakes
Pay to Be Loyal
Implement programs that effectively build relationships with your best customers
Your Call Is Very Important to Us
What Watson means for the future of customer service
Digital Marketing Means Multiple Channels
Universal profile management directs all relevant communications through the channels that customers prefer.
Sharing Is Caring
Integrate systems and share data to deliver a better, more-holistic customer experience.
Calling for Customer Experience Insight
Social media may be hot, but don't leave contact centers out in the cold.
I Want You to Know Me
Customers want — and expect — personalization.
Lights! Camera! Action!
Enhance your brand with digital video.
The Dangers of Bad Data
With incomplete information, some hazards can be deadly.
The Overstuffed Inbox
A decline in email responsiveness creates enormous opportunity.
The Network Effect of Word of Mouth
Mobilize customer sales forces with social media marketing: "You need to take your message to the people."
Multichannel and Cross-channel Marketing Are Not Interchangeable
Getting it right is a matter of methodology, not terminology.
Get Customers Involved in R&D
Companies like Google and Netflix are using inducement prizes to encourage product innovation—and it's saving them money.