What is growth marketing, and how does it relate to the customer experience?

What is growth marketing? Many sales enablement experts alternatively title their designations as "Growth Marketers.” What, indeed, is growth marketing, and how does it differ from “marketing” in the traditional sense? We are fine-tuning here, getting into micro variances that in combination make a big difference in approach. In essence,…

QR Code Convenience: Safe and Simple Survey Distribution

With our modern and tech-savvy world we see QR codes everywhere: food menus, instruction manuals, and on many well-known applications (Snapchat, Venmo).  You can even find them in the most unexpected places: I see a QR code on my air conditioning unit right outside of my window as I write…

Top Customer Experience Marketing Trends Today

They say the customer is always right—but it sure doesn’t always feel that way, does it? That’s why today, many companies are doubling down on this old adage and investing in customer experience (CX) initiatives. In fact, Gartner reports that nearly 75% of organizations surveyed are spending more money on technologies that…

Intended vs. Actual Branding: Understand the Difference to Elevate Marketing Strategies

Branding rests on a combination of marketing activities that build a personality or reputation. A branded company may desire separate identities for the products and services it markets, but one can see there may be significant overlap and alignment between the three. Leading from there, the difference between intended branding and…

The 5 Biggest CX Disruptors in the Digital Era and Their Impact on Customer Loyalty

Want more customers -- and more loyal customers? Of course. Customer experience (CX) in competitive markets is, in many ways, the holy grail to building your business with sustainable profitability. Companies bend over backward to understand their customers and keep them coming back for more. Indeed, customer loyalty is vital…

Using Technology to Improve CX—Without Losing the Human Touch

In the world of customer experience, a neutral interaction is worth as little as a negative one. Companies are trying every trick in the book to create as many positive experiences as possible—the kind which drive customer satisfaction, promote referrals, and ensure retention. And technology is at the core of…

How to Solicit Customer Feedback

Just as no man is an island, no business can go it alone. You may have the greatest product or service ever. Yet if your customers don’t see it that way, you’ll sink. Or, to continue the island metaphor, you’ll starve alone with a deflated volleyball as your best friend.…

A Work Culture that Works: The Diversity Advantage

Creating a workspace that is inspiring, engaging, and productive remains a critical challenge for businesses across the world – and a strategic priority. Owing to the disruption of normal routines, enterprises spanning the globe have realized the importance of realigning employee experience with organizational vision, increasing engagement to steer growth.…

Why Video Customer Service Will Boom in 2021

A lot has changed over the past year, not least the ways in which we communicate. Since the impact of COVID-19, the use of personal video conferencing has surged in our daily lives. The amount of purchases we make online has inflated, too. So when these two factors are coupled…

No Days Off: The PTO Problem During the Pandemic

If you’re like me or many of the people I know, working from home has provided a lot of benefits: no commute, working from the comfort of your own couch, snacks are more easily accessible, and the list goes on. With every list of benefits comes a list of challenges…

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