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. That was the traditional approach taken by direct marketers: put a code on the order coupon and measure results by counting the returns.

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

Intercom, Inc.

AUGUST 1, 2019

. “For us, it was super important to understand the value of word-of-mouth… there were a lot of people talking about Brex” Tara: How much of that marketing were you already doing before you actually launched the product? I was married in April 2018, and I was going back to New York. We had no rank on search.

E-commerce 36

E-commerce Start-ups B2B Retail 36

Customer Bliss

NOVEMBER 6, 2018

In doing so, they can be incredibly valuable tools for organizations to understand their customer journeys—as in an in-depth article about Intel from The New York Times a few years ago—or in today’s case, donor journeys as shown at St. Jude Children’s Research Hospital which I visited a few weeks ago.

Hospitality 76

Hospitality Hospitality Non-Profits Touchpoint 76

InteractionMetrics

NOVEMBER 3, 2023

Although there is no way to measure the exact number of customer satisfaction surveys sent each year, The New York Times now estimates it is in the tens of millions. This is a proven direct marketing technique that boosts response rates. Today, surveys are the default method for collecting customers’ feedback.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Customer Feedback Customer Survey 52

Customer Bliss

AUGUST 3, 2018

As head of the firm’s Customer Strategy and Marketing practice, Mr. Markey is an expert in customer and employee loyalty, new product development and customer service strategies. How Net Promoter Companies Thrive in a Customer-Driven World , by Harvard Business Review Press, a New York Times and Wall Street Journal bestseller.

CX 48

CX Social Media NPS Customer Loyalty 48

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. Joe Cora, Engineering Manager at The New York Times. Julie Feller, Direct Marketing Manager, Cireson. That’s the beauty of what this solution can be.”.

CX 20

CX Engineering Direct Marketing Gaming 20