In our fast changing, increasingly digital world, building a strong customer relationship is the lynchpin to building a great business. The stakes are even higher now as global disruptions occur with alarming regularity—be it political unrest, economic meltdowns or a pandemic. A new, global study called Experience 2030: The Future
Real-time customer experiences are an elusive yet coveted goal for all organizations. As competition intensifies in every single industry, organizations want to ensure they are providing customers with unforgettable results. Satisfactory is no longer enough. Not if you want your customers to come back. Forrester Principal Analyst Rusty Warner’s research
In today’s digital age, products have become increasingly commoditised, requiring organisations to shift their focus towards ensuring the customer experience becomes their biggest differentiator. Previously, the customer experience journey was a string of static, one-dimensional encounters. But now, thanks to big data and the resulting innovations it can provide, customer
Over the course of the last several years, our marketing team has been on a mission to find business value from data using analytics. In my role, I focus on demand generation via online channels, both inbound and outbound. As our web footprint has grown, so has our data and its irrevocable bond with digital marketing. As digital
Recently, I attended a symposuim hosted by the Calvin Institute with my wife. Some of the many sessions I attended focused on how to create an awesome worship experince. By hearing many of the different musicians perform live, I noticed how the art and science of music enhanced the message. Music brought the message
I have the good privilege to work with colleagues that represent all the best qualities of data-driven marketers. Jenn Chase and Matt Fulk lead our Marketing Services team, which has collaborated with me and my peers in dramatically improving our marketing results by using our own Customer Intelligence solutions. This "drinking
The issue of data privacy has gotten a lot of attention lately, thanks in part to revelations by Edward Snowden and his kiss-and-tell with the press about several top-secret United States and British government mass surveillance programs. It doesn't matter that this is not a new issue, nor that his revelations specifically
Marketing success in today's digital world requires a mix of art and science that involves both data-driven decision making and intuitive creativity to show how to improve your marketing. While marketing analytics have enabled the "scientific" side of marketing to evolve, it's also become apparent that creative thinkers working with the analytics are equally important.
How are you factoring devices into your marketing plan and approaches? As I think about what I am trying to accomplish and how that might change in the coming year, I find myself increasingly asking that question. Like all marketers today, I do my best to stay relevant to my audience
Every once in a while I stop for a moment and consider how radically different marketing is today compared with just 3 years ago. Looking no further than my desk, it's quite amazing how my job has changed in just that short period of time. Previously, marketing seemed more an art
