Do You (Really) Have a Customer Experience Strategy?

If the C-suite asked to see your customer experience strategy, what would you share? Do you have a cohesive game plan, or do you have a bunch of mismatched spreadsheets from various customer touch points? If this thought brings panic, don’t worry—not everyone really has a customer experience strategy. Econsultancy…

Market Segmentation – A critical component of company strategy and ROI success

What is Market Segmentation? Ready to make the most of what you've got? Using market segmentation means dividing the market into sections so that your view of customers has focus and meaning given your orientations and available resources. The creation of "segments" is the same as setting your eyes on…

Behavioral Segmentation: A Crucial Aspect of Market Segmentation

Segmenting a market means developing the most vivid view possible of a particular customer opportunity. When “opportunity” enters the conversation with “marketing,” three must-have requirements emerge. It must: Represent enough buying power to make analysis worthwhile Be accessible Have a fighting chance to be competitive If any of these are…

Psychographic Segmentation – A vital component of market segmentation studies

Defining psychographic segmentation as part of the extensive marketing segmentation landscape is like a day-trip through the countryside, with scenery changing every couple of hours. The experience is one of merging vistas, each one different in its own right. The most obvious market segmentation exercises are undoubtedly geographic and demographic…

Demographic Segmentation – A Vital Cog in Every Marketing Research Wheel

The digital era has thrust us into the path of a dynamic marketplace full of surprises, shocks, disappointments, opportunities, ups, and downs. It fires at us so fast it's almost impossible to nail anything down permanently or rest on our laurels. The exciting thing is that communications these days are…

Will Customer Effort Score Be the Next Best Predictor of Success?

Customer effort matters. That’s not new. However, in 2020, there’s added benefit in making customers’ lives easier and reducing risk. In the midst of a pandemic, simplifying online and offline customer experience is a great way to win business and brand loyalty. It’s simple: “Customer effort is the strongest driver…

Customer Experience Quotes

Why care about CX? Customer experience (CX) refers to clients' overall experiences with your business or brand. CX is critical for business to grow. It has become one of the top differentiators in a highly competitive marketspace, especially for the direct consumer goods and service industries.  Each interaction a client…

What is a customer experience program, and why is customer feedback tied to it so closely?

Sales enablement and marketing experts agree on one thing - aiming for flawless customer experience (CX) is the holy grail for every business. It's also the ultimate ROI remedy. A CX program conjures up all kinds of thoughts, so to make it practical, let's confine it to tried-and-tested tactics and…

What is Customer Journey Mapping?

Customer journey mapping is the marketing activity that visually represents the customer or prospect experience, touchpoint by touchpoint, toward a buying action and beyond. The customer journey map becomes a blueprint for marketers to review customers' movements from start to finish, as they move in and out of online company…

Why the Brand Awareness Survey is Becoming a Vital Tool in the Marketing Process

What is brand awareness, and why is it important?  Good branding is the art of connecting an idea to a product name and getting droves of ready-to-spend customers to buy into it. Good examples are: Marriage + Diamonds = De Beers Curiosity + Search = Google Connection + Business =…

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