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      3 min read

      The Four Pillars of Customer Experience Management

      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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      3 min read

      Product Registration: On-Ramp for Smarter Customer Engagement

      Product registration is one of the most often used methods for brands to connect with their customers. Registration is the first post-purchase connection that brands have with those who buy their products.

      However, the number of products being registered is painfully low, compared to the number of products sold. Most brands report registration numbers around 10%, leaving 90% of purchased goods unregistered. This same 90% are unknown customers who are not receiving the benefits provided by being connected to brands.


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      3 min read

      Setting Standards: Demystifying Warranty Fraud

      M-W.com defines the word Standard as; “something set up and established by authority as a rule for the measure of quantity, weight, extent, value, or quality.”


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      4 min read

      Comparing Leaders & Laggards in Customer Experience Management

      Harvard Business Review Analytic Services recently released a report entitled Lessons from the Leading Edge of Customer Experience Management.


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      3 min read

      Improving the Cross-Channel Customer Experience

      Temkin Group recently released a report detailing the current state of customer experience management. The executive summary of the report relates that Bruce Temkin and his group surveyed more than 200 large companies and found an abundance of Customer Experience (CX) ambition and activity.


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      4 min read

      Blurred Lines: Integrating Physical & Digital Worlds

      Blurred Lines is a song recorded by American recording artist Robin Thicke for his 2013 album of the same name. The song has been a worldwide hit, topping the charts in Australia, Canada, New Zealand, Ireland, Spain, Germany, the Netherlands, Poland and the United Kingdom.


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      4 min read

      Systems of Engagement Vs. Systems of Record

      Think of almost any brand, and then search your favorite social network to find their name. You’ll easily find them; they’re posting content and information - engaging consumers, in hopes of winning more customers.


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      3 min read

      Mapping the Customer Journey For CEM Success

      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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      4 min read

      Rewarding Consumers: Monetary Vs. Virtual Compensation

      What are the different types of rewards your company offers to consumers?  Is it points, miles, discounts, badges, stamps, cashback or something else altogether?  Most brands view rewards as levers, and utilize them to drive behavior, typically they are used to increase sales and create buzz.


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      4 min read

      Real-Time vs. Right-Time: Engaging Social and Mobile Consumers

      Everyone seems to be asking the same question these days; “How do I engage today’s disengaged consumers?”  Present-day mobile and social consumers don’t watch television shows during standard broadcast hours, they don’t read newspapers, and they surely don’t listen to the radio.  Modern consumers get breaking news, in the minute, from social media networks instead of waiting for the nightly 7:00 PM broadcast.  


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