Deloitte Identifies Best Practices for Connecting with Customers

Emotional connections are the key to brand loyalty, research finds

Verint Offers Unified VoC to Help Solve Growing Interaction Challenge

Company emphasizes the need for more feedback at its Engage user conference

On the Scene—CRM Evolution: CRM Still Faces Challenges, Most Speakers Agree

CRM systems have been around for decades, but interoperability and data silos still have to be overcome

The 3 Stages of Personalization

Gartner lays out the keys for personalization to help companies deliver helpful and relevant messages

REQUIRED READING: Winning Business by Making The Transparency Sale

Selling transparency is key to topping competitors

To Sell Globally, Market Locally

Cross-border commerce requires attention to regional nuances, a new report stresses

What Will 2019 Bring for CRM?

Industry insiders share their predictions for the coming year

Social Media Must Be Proactive

Most social media users expect companies to respond to social media comments, Clutch Research has found

Customers’ Elements of Value Affect Company Performance

In a new report, Bain & Company found that value elements directly influence revenue, market share, customer loyalty, and willingness to pay in 22 consumer categories

The Four Stages of Content Consumption

The content that B2B audiences consume reflects their position in the conversion funnel, research finds

Mobile Ad Spending to Continue Gains

Video will be a major factor in mobile ad spending growth, Forrester Research finds

Most Consumers Don’t Finish Online Forms

Clutch survey finds that 81 percent of people have abandoned at least one online form, and few return to complete them

Encouraging Companies to Do Good (and Make Money Too)

Customers increasingly expect companies to be good citizens

Marketers Must Watch Out for Video Ad Fraud

Video ad fraud is a threat, but companies can take precautions to protect their budgets and reputations

Companies Need a Presence on Channels They Don’t Own

Consumers begin in non-company-owned channels and end up in company-owned ones to resolve service issues

Community Managers Must Speak the Language of Business

To gain financial support, online community managers constantly need to prove value

Marketers Must Protect Their Reputations in the Age of Fake News

Pressure is mounting on marketers to better control where their brand messages appear.

Marketers Gain Reprieve in Privacy Rule Repeal

Internet service providers, and social networks, can continue to collect and sell customer data

Required Reading: Connecting with The Transformational Consumer

The most impactful customers are seeking health, wealth, and wisdom

Will Apple's Smart Watch Boost Business?

The wearable device can track users' movements, prompting interest from marketers.