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Connected Customer Experience

The Four Pillars of Customer Experience Management

Author Bruce Burke on Jun-5-2014

I recently attended a session focused on mobile marketing. The panel was moderated by Matt Leonard, Director of Traffic Acquisition & Revenue Management, Cruise Critic (part of the Trip Advisor Media Group).

Panelists included John Bastone, Executive Director, Retail Product Marketing, Catalina, Kim Geralds, Senior Director of Global Digital & Marketing Strategy, Enterprise & Intelligence Solutions, Syniverse, Don Rua, Marketing Technology Strategist, Raymond James and Fred Steube, Senior Director of Emerging Technology, Cox Target Media.

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Mapping the Customer Journey For CEM Success

Author Bruce Burke on Feb-18-2014

A customer journey map is a very simple idea: it's a diagram that illustrates the steps your customer(s) go through in engaging with your organization, whether it is a product, an online experience, retail experience, a service, or any combination thereof.

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Webinar: Winning Strategies in Customer Experience Management

Author Erin Nelson on Jan-30-2014

Nowadays, people trust recommendations from their friends far more than those they receive from third-party sources. The reach and speed of a single recommendation, particularly when expressed through social media channels, can be either immensely damaging or promotional for a brand.

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Voice of the Customer (VOC) | Acting on Feedback

Author Adam Parson on Dec-18-2013

What are your customers saying about your products? How many bad reviews does it take to deter shoppers? According to a recent study, 64% of customers surveyed said they trusted product reviews from other consumers; but between one and three bad online reviews would be enough to deter the majority (67%) of shoppers from purchasing a product or service.

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