Tag: customer engagement

January 25, 2024

In the dynamic world of e-commerce, the introduction of Artificial Intelligence (AI) is reshaping how content is created and delivered. This article delves into the transformative impact of AI on e-commerce content development. We will explore how AI-generated content is […]

October 6, 2023

Fostering brand allegiance and enhancing customer interaction is always the goal. The best path’s just not always clear. It requires connecting to customers on a deep, personal level and simply knowing where their passion is, was and is likely to […]

August 21, 2023

Customers and partners now expect to be serviced and engaged on their terms, from any location, and using the devices they choose. That puts pressure on organizations to provide a seamless and consistent experience across all products and channels. Organizations […]

November 28, 2022

PayPal is counting on its digital app to boost business as it focuses more on customer engagement and less on adding new customer accounts. To that end, one new service the company is testing is a teen account for users […]

November 1, 2022

NPS. CLI. CSAT. CES. CLV. And on and on and on. Most of us have tried it all — and often with such ardor that we tend to categorize CX professionals by which camp they’re in. I’ve spent at least […]

September 30, 2022

It’s another month, and another new entry (Andor) in the Star Wars franchise. And while I enjoy light saber battles and Yoda-isms as much as the next person, as a researcher I’m even more intrigued about what lessons we can […]

September 14, 2022

Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. Many factors contribute to customer loyalty, including brand trust, a positive emotional connection, personalized experiences across channels and actionable insights gained from […]

September 7, 2021

Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Customer loyalty refers to customers who have decided to continue to do business with a brand as a preference over that […]

June 24, 2021

Genesys, a company that specializes in customer experience orchestration, has shared news about their new platform, Genesys DX, a predictive engagement digital customer engagement platform. Genesys DX makes use of the company’s CX proficiency and Genesys AI, a predictive engagement […]

December 15, 2020

I’m passionate about the marketing-led customer experience (MLCX) and have written extensively about why now is the time for marketers to lead CX. Marketers own more of the customer journey, invest more heavily in technology, and have a deeper understanding […]

August 14, 2019

The jury is in — B2B websites need to do better when it comes to customer engagement, according to Forrester’s “Websites Still Fail Our Customer Engagement Test” (subscription required). We’ve already covered the “why” B2B websites fail to engage, so […]

March 21, 2018

No matter how much sweetness or spin you add to it, early incarnations of AI-powered chatbots are the call centers of this generation. They’re cool. They’re scalable. They’re relatively inexpensive compared to human agents. Yes, chatbots scale engagement through new, […]

December 27, 2016

Engagement is gold. When your customers comment, like, or share your content, they’re telling you that your brand is providing value in a sea of white noise. Earning customer engagement isn’t easy, though. It takes creativity, consistency, and a unified […]

June 7, 2016

New York City-based flok claims it has new a solution for businesses seeking a low-budget way to start loyalty programs or engage nearby customers. Today it rolls out flok for Business, a customer engagement mobile app designed to help businesses […]

May 9, 2016

Curious about how marketing is shaping up in 2016? Or how your marketing strategy is performing against other companies? And what’s working for other marketers or is keeping them up at night? Find the answers to these questions and many more in this collection […]

March 22, 2016

Small businesses can cost-effectively analyze large data sets to improve their marketing and product quality and accelerate customer relationships. Leaders from every business sector must learn how to grasp its changes for the future as Big Data becomes the key […]

March 9, 2016

Everyone likes a bargain, a reality that explains the persistence and allure of coupons and discount codes. But technology has evolved coupon clipping from a tedious, physical task to a source of instant gratification, both online and in brick-and-mortar stores. […]

March 8, 2016

If there’s one thing we learned in 2015, it’s that in 2016 marketers are increasingly moving away from a “Mad Men” advertising era to a digital marketing age focused on the customer experience and journey. So what strategies, technologies, and […]

March 3, 2016

Shopping is social. Millennials are setting the tone and the medium is mobile. These consumer-driven trends in retail aren’t surprising. What is surprising is the amount of power they give consumers and how much pressure they put on retailers. Until […]

February 17, 2016

Statistics represent more than just numbers on a page. Those facts, figures, and percentages tell the stories of brands – where they succeeded, where they fell short, and how they plan to approach their next chapters. They can also tell […]