Customer Experience Resources

Ditch the Sales Script If You Want to Make More Sales

Ditch the Sales Script If You Want to Make More Sales

Most salespeople are required to learn sales scripts before contacting prospects. And to ensure all the information is conveyed exactly as the company prefers, they're discouraged from adding anything to the script. Basically, they're hired to be human commercials. No wonder it doesn't work.

10 Guiding Principles of Sales Enablement, Inspired by 'Nicolas Cage: Good or Bad?'

10 Guiding Principles of Sales Enablement, Inspired by 'Nicolas Cage: Good or Bad?'

Sales enablement can feel worse than untangling a giant knot of half-burned-out Christmas tree lights. Luckily, a series of MarketingProfs articles undertook that metaphorical untangling. The lessons now unwound from that effort shine brightly as guiding principles of sales enablement.

Why You Need a Brand Style Guide (Even If you Think You Don't)

Why You Need a Brand Style Guide (Even If you Think You Don't)

Maybe you think you can coast without brand guidelines because your employees or contractors or customers implicitly understand your brand. They don't. Or maybe you think it's too expensive to create a guide. The reality? You can't afford not to.

Frustrated With Marketing Automation? How Feature Bloat Is Undermining Your Efficiency

Frustrated With Marketing Automation? How Feature Bloat Is Undermining Your Efficiency

In the race to build bigger and better solutions, martech vendors have ended up with so much "extra stuff" in their products that doing even basic work has become difficult. The result for marketers: frustration and wasted time. What can be done?

Customer Data Platform vs. Customer Engagement Platform: Differences and Use-cases

Customer Data Platform vs. Customer Engagement Platform: Differences and Use-cases

CDP and CEP objectives overlap, but their primary functions differ. This article highlights the roles of CEPs and CDPs, real-world use cases, and ways they enable customer-centric strategies.

Three Online Community Management Challenges B2B Brands Face

Three Online Community Management Challenges B2B Brands Face

Today, most people expect brands to foster open channels that enable businesses to actively listen to feedback, address concerns promptly, and personalize user experience. A channel that has proven adept at doing all that and more is a brand online community.

Ethical Marketing Practices for Businesses of All Sizes

Ethical Marketing Practices for Businesses of All Sizes

An increasing number of customers want ethical products and services. That means marketers need to adopt more ethical marketing practices. Here's what you need to know—and do.

Do More With Less: Six Smart Ways to Balance Brand & Demand to Drive Growth in Tough Times

Do More With Less: Six Smart Ways to Balance Brand & Demand to Drive Growth in Tough Times

For marketers, belt-tightening is back for 2024. Balancing brand and demand investments, however, doesn't have to hurt. In fact, taking these six steps can increase impact, build resilience, and pave the way for long-term growth. Do more with less.

When Do B2B Buyers Contact Vendors?

When Do B2B Buyers Contact Vendors?

B2B buyers generally do not contact vendors until they are very far along in their journey and they have finalized most of their requirements, according to this research.

How to Build Customer Trust and Deliver Personalized Marketing With User-Centric Privacy Practices

How to Build Customer Trust and Deliver Personalized Marketing With User-Centric Privacy Practices

How do you strike the right balance between delivering personalized marketing experiences and protecting user privacy? Is it a zero-sum game in which one goal undermines the other, or can they harmoniously coexist?

For AI-Driven B2B Customer Experiences, You'll Need These Four Strategic Investments

For AI-Driven B2B Customer Experiences, You'll Need These Four Strategic Investments

How can marketers strategically deliver the next generation of B2B customer experiences? And how do you get your executive team on board? This article offers a few ideas.

The Secret to Excellent CX Is Good UX. But What's the Secret to Good UX?

The Secret to Excellent CX Is Good UX. But What's the Secret to Good UX?

In the ever-evolving landscape of websites, apps, and other interactive experiences, understanding and engaging with your target audience is paramount. Check out this article to learn how audience research can create engaging experiences that keep users coming back.

Closing the Loop: How to Deliver Personalized CX at Scale, Even Across Channels

Closing the Loop: How to Deliver Personalized CX at Scale, Even Across Channels

To prevent avoidable churn, businesses must improve their service at every point, on every channel. Sounds easy, right? Not so much. But multichannel, personalized CX could be the key.

How to Deliver (And Improve) the Connected Customer Experience

How to Deliver (And Improve) the Connected Customer Experience

Learn the basics of the connected customer experience and five approaches to delivering omnichannel experiences at every opportunity.

Speed It Up: What Makes Customer Support Experiences Good

Speed It Up: What Makes Customer Support Experiences Good

People say the most important aspect of a good customer support experience is that the company respond quickly, according to recent research from Verint.

A Five-Step Framework for ROI From Personalized Customer Experiences

A Five-Step Framework for ROI From Personalized Customer Experiences

Although its importance is never denied, "personalization" in marketing can be such a nebulous word. Is it even measurable? How do you find out whether it affects the bottom line? Check out this five-step guide.

Beyond Buzzwords: How to Build a Personalization Strategy for Optimal CX and Growth

Beyond Buzzwords: How to Build a Personalization Strategy for Optimal CX and Growth

The "Hi [customer name]" template falls short of true personalization in the post-pandemic world. What people want from brands now is much less Mad Lib and more customized experience.

How to Be More Customer-Focused

How to Be More Customer-Focused

In theory, it's easy to be customer-focused: gather and process customer information, segment, focus on target segments, understand customer perceptions, act on customer information, and know when and how to build customer relationships. So, why is being customer-focused so hard?

Why a CXO Alone Won't Solve Your CX Problems

Why a CXO Alone Won't Solve Your CX Problems

If you're concerned about your company's customer experience, don't just throw a CXO into the fray and expect that person to fix it. Leaders need buy-in from all departments to improve customer experience.

Why People Delete Apps From Their Phones

Why People Delete Apps From Their Phones

Why do people delete apps from their mobile phones? How long does it take before they make the decision to delete an app or not? To find out, Airship surveyed 11,000 people age 18 and older.

Subscribe to the MarketingProfs Today newsletter