Customer Experience Matrix

SEPTEMBER 19, 2006

Today’s New York Times carried an article on the use of science by marketers, although this is not exactly news. This last example brought to mind what I consider a more interesting (and somewhat contradictory) trend: a growing recognition that it’s no longer viable to attribute customer actions to a single promotion.

Direct Marketing 48

Direct Marketing Customer Experience 48

Customer Experience Matrix

AUGUST 22, 2011

I spent several hours this morning at the Affiliate Summit East in New York. This is a corner of the direct marketing industry I haven't examined in depth although it overlaps with lead generation, online advertising, and performance measurement segments I know well.

Social Media 59

Social Media Direct Marketing Technology Technology 59

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

InteractionMetrics

NOVEMBER 3, 2023

For instance, read about my recent experience with Lowes. This is from a company that probably has a huge customer experience plan, team, and initiatives in place. Today, surveys are the default method for collecting customers’ feedback. Surveys don’t just measure the customer experience. Did I hear a peep?

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Customer Feedback Customer Survey 52

SugarCRM

SEPTEMBER 26, 2019

Our mid-morning panel session was packed with best practices and valuable ideas from Cireson, The New York Times , Star2Star Communications and CE Power. The unified communications company wanted to get as much as possible out of its customer experience platform. Joe Cora, Engineering Manager at The New York Times.

CX 20

CX Engineering Direct Marketing Gaming 20

Customer Bliss

JUNE 13, 2017

Drew Neisser , who has interviewed over 200 CMOs, and I discuss the evolving role of the CMO, and the expanding “Hybrid CMO” taking on operational responsibility and expanding to influence the overall customer experience. Drew lives in New York City with his wife, two kids and a French bulldog named Louie. About Drew.

Social Media 66

Social Media Direct Marketing Technology Technology 66