CX Resources for Best Customer Experiences

Customer Experience

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.

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.

Customer Experience

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.

Customer Experience

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.

Marketing Strategy

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.

Customer Experience

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?

Customer Experience

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.

Customer Experience

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.

Customer Experience

What Makes Customer Service Experiences Great or Terrible?

Which factors contribute most to great and terrible experiences when customers contact businesses? To find out, Oracle and Ascend2 surveyed 5,053 people around the world.

Measurement & Analytics

How to Design a Customer Health Score: Seven Focus Areas

How do you analyze your company's customer success to find out what areas need improvement? This article offers an effective "recipe" for understanding customer health.

Customer Experience

Supercharge Your Online Form Conversions With Address Autocomplete

How many leads does your company lose as a consequence of awkward form fields or a bad user experience? Learn how to increase online form conversions.

Marketing Management

Does Marketing or Sales Own Customer Strategy?

Most senior marketers say that customer strategy is not equally owned by Marketing and Sales in their organization, according to recent research from the CMO Council and KPMG.

Customer Experience

You Have Options: How to Pick the Perfect Gift Card for Your Reward or Incentive Program

Rewards and incentives can make for great motivators and a positive experience for customers. But the options can sometimes be overwhelming. Here's a quick guide on how to choose the best incentives.

Communications

What Annoys People Most About SMS Marketing

People say they become most annoyed with SMS messages when messages come too often, when they come from brands they don't know, and when they aren't relevant, according to recent research from Validity.

Customer Experience

The Case for Boosting B2B Customer Experience With Multilingual Support

When you think of how to improve your customers' experience, you likely consider website UX, speed of response, and smooth transitions, among other things. When serving international customers, speaking their language can influence all of that.

Marketing Strategy

The New Customer Journey: How to Reach B2B Buyers

To keep up with evolving buyers, sellers need to better understand the new customer journey. Here's what that means today.

Marketing Content

Five Whitepaper Design Mistakes That Are Costing You Leads

There's not much value in a whitepaper if otherwise valuable information is hidden by bad design. Here are five things to avoid.

Social Media Marketing

Should Brands 'Break Up' With Twitter?

It's been a rocky few months for Twitter. But does the loss of advertising mean your own company should jump to a new platform? Not if you use your account primarily for customer service, says this article.

Marketing Strategy

The Future of SaaS Sales Lies in Interactive Demos and Product-Led Growth

Today's B2B buyers mostly want to be left alone to make their own decisions during their customer journey. Providing them with interactive content and product demos enables them to do just that.

Marketing Strategy

Customer Benefits: A Brief Introduction to Why Customers Buy Your Products

When as a marketer you identify and focus on benefits, you ensure that you are focusing your attention on what customers are really buying; as a result, you don't waste money and energy in your marketing efforts.

Customer Experience Resources

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