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Spoiler Free Marketing Lessons from Star Wars Episode VII
There are no spoilers in this post, and to cut right to the chase, that’s one of the biggest takeaways of the record-shattering box office performance of Star Wars Episode VII: The Force Awakens: The...
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Customer Service Trends of 2015 – A Look Back (Part 2)
In our previous blog post, we highlighted how trends such as omni-channel have influenced the activities of customer care executives around the globe in 2015. In this post, we’ll take a look at how...
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Customer Service in 2016: More Channels + More Data = Greater Insight
2016 has begun and that means at least two things for customer care executives. On the one hand, it’s time to look back and analyze what worked and what didn’t in 2015. On the other hand, it’s time to...
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What Does Personalization Mean in Marketing?
We’ve been hearing about marketing personalization for a while now and are even told that customers demand and expect a level of personalization that few retailers can deliver. But what exactly does...
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ICYMI: Round-Up of Marketing Predictions for 2016
Now that the dust has settled on 2015, we can all breathe a sigh of relief that the season when people trot out their predictions for the coming year also draws to a close. So many predictions, so...
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Want to be a Mobile Retail Rock Star?
It goes without saying that retailers can no longer ignore mobile. But if you have yet to develop and implement a meaningful mobile strategy, what are you waiting for? When it comes to retailers who...
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Contact Center in the Cloud: 4 Reasons Companies Invest in Cloud Technology
Findings from Aberdeen’s December 2015 Happy Customers, Stronger Financials: Why Investing in a Cloud Contact Center Makes Sense study shows that four out of ten contact centers today use a cloud-based...
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Does Marketing Own the Voice of the Customer?
When I was first learning about marketing, I was told, “Marketing owns the voice of the customer.” As it turns out, however, in the various organizations in which I have worked (all B2B), this does not...
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Customer Experience and the Importance of Online Trust
Digital communications have evolved to an unprecedented extent in recent years, allowing us more insight than ever before into our buyers’ behaviors, and more means to target, convert, and track...
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Retailers: Do You Have a Unified View of Your Omni-Channel Data?
Research conducted by Aberdeen’s Omer Minkara uncovered something interesting: While retailers, on average, use four channels to interact with customers, a full 60% of retailers lack a unified way of...
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