Customer Experience Matrix

JANUARY 5, 2007

Marketers who do have direct customer relationships have been less obsessed with brands, although they still acknowledge their importance. (At At the risk of confusing things, I’m going to refer to marketers with a direct customer relationship as “relationship marketers”.

Customer Experience Management 48

Customer Experience Management Customer Experience Direct Marketing Customer Relationship 48

Beyond Philosophy

JUNE 23, 2015

and, while some carriers are taking precautions to protect their customers from text message advertising, so far neither the direct marketing industry nor the federal government has been able to control this form of spam. Ultimately, it’s what makes any customer relationship management effort worthy of going viral.

E-commerce 98

E-commerce Retail Customer Acquisition Government 98

Gainsight

SEPTEMBER 5, 2019

It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Increased customer expectations, especially when it comes to recurring revenue , mean that B2B companies can’t just drag and drop B2C CX strategies—even mid-touch customers are far too complex and spend far too much in ARR for that to work.

B2B 49

B2B Customer Experience B2C NPS 49

Customer Bliss

AUGUST 3, 2018

In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades. 7 Customer Experience Insights You Can Apply to Your Organization. Social media has ushered in urgency.

CX 48

CX Social Media NPS Customer Loyalty 48