Customer Experience

Sundance Film Festival: How Brands Are Activating in Park City

PARK CITY, Utah–The Sundance Film Festival’s 2024 brand partners are playing a big role on Main Street. It’s tough to travel a single block without spotting an activation. Festival goers can visit DoorDash’s pop-up convenience store, or rest in one of several brand-sponsored lounges. Adobe, Acura, Audible, Canon, Chase, Shutterstock and United Talent Authority all… …

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The 13 Social Media Customer Service Stats You Must Know

Five social customer service stats to know, based on research from Jay Baer for his book Hug Your Haters. Includes slide deck and bonus data.
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Building a Seamless Healthcare Customer Journey: Integrating Email and Marketing Automation

In today’s rapidly evolving healthcare landscape, patients and caregivers are seeking more personalized and responsive care experiences.  The pressure on healthcare providers to meet these expectations is mounting, and traditional methods are no longer sufficient.  If you’ve found yourself searching for ways to enhance the healthcare customer journey, you’re not alone. Integrating email and marketing […]
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Customer Experience Evolution: From 2015 Insights to 2023 Realities

In 2015, I launched my first book, Manipurated. In it I explored the growing importance of online reviews and online reputation to brands and organizations. Now almost eight years later, we thought it would be interesting to see how the tenets put forth in that book held up over time.  Anthony Helmstetter, one of the […]
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How AI is Changing the Game for CX Leaders: 3 Reasons to Jump Onboard

AI is Changing, Well, Almost Everything The potential of AI in customer engagement is impressive. And let’s be real, for the whole world of digital marketing. The technology, though, can feel intimidating. How… where… when do you even get started?  We hear that loud and clear. We also know you need to deliver results and […]
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How Businesses Can Rethink Their Rewards Programs in the Age of Inflation

Loyalty programs greet us at every turn, from online and in-store retail to delivery apps and services, restaurants and even the credit cards we use to make purchases. It’s quite possible to participate in several programs every time we spend money. They play a role in attracting new customers but primarily seek to hook in… …

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6 Actions You Must Take in Customer Experience in 2023

TL;DR Why This Research is Important to You Six of the 12 Key takeaways Six Actions You Can Take Next The Research Authors and Methodology Download the Full Report Why This Research is Important to You Customer Experience Is The New Competitive Battlefield. This is urgent for any brand, business, organization, and leader competing in […]
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When Designing Customer Experiences, Don’t Confuse Speed With Ease

With the click of a button, you can buy almost anything under the sun from millions of sellers and have it on your doorstep in two days. Going to the airport? Download an app and skip to the front of the line. Need to send money to friends and family? A growing list of companies… …

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How to Create a B2B Client Experience For Gen X Customers

It’s becoming harder and harder to differentiate your business based on products alone.  Therefore brands need to focus on the customer experience, both today and going forward. And if you own a B2B business, it appears that satisfying Gen X (those born between 1965 and 1981) customers may very well be crucial for your bottom […]
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When Your Brand’s Customer Experience is Underwhelming — What To Do?

Managers are Routinely Unaware of How Customers Actually Rate Their Customer Experience. It’s a startling fact. We know 80% of organizations believe they deliver a “superior experience” to their customers; however, only 8% of customers feel the same way. We’ve shared the top five most common reasons Why Brands Believe Their CX is Better Than […]
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3 Essential Elements for Delivering Exceptional Experiences

Today, the importance of delivering high-quality experiences to customers as they encounter and interact with a brand cannot be understated. In fact, a whopping 85% of marketers who participated in a recent Ascend2 survey said that delivering an exceptional customer experience is an extremely important part of their strategy.  Businesses of all sizes and industries […]
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How to Improve your Employee Experience From the Ground Up

We’ve all been there, stuck in a job where management treats you like a number, not a person. It’s a soul-sucking feeling that can make even the most passionate employee hate coming to work. The last thing you want as a manager or executive is for your employees to dread coming to work daily. After […]
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Top 6 Proven Strategies To Boost Your Employee Experience

In this day and age, companies can’t just get by with basic offers like health insurance and PTO. They must go the extra mile to deploy employee experience strategies that will ultimately foster a more engaged, happier, and productive workforce.  Essentially, employee experience is the combination of all the interactions workers have with your company. […]
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The 10 Pillars of Customer Experience Your Customers Care About Most

Got an appetite for all things CX? Check out our entire CX series. Part 1:  The Two CXs You Have to Deal With — Customer Experience vs Customer Expectations Part 2:  The Audience Experience is More Important than Customer Experience Part 3:  Why Brands Believe Their CX is Better Than It Really Is Part 4: […]
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How to Foster Employee Creativity to Keep Your Marketing Strategy Innovating

Digital marketing is hard to organize, but it is even harder to innovate. Once a business discovers a tactic that really works well, it becomes too easy to just focus on that one method and pour all your resources into it. I’ve seen this happen again and again for a good reason: It is profitable. […]
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Research: 5 Insights on Improving the Employee Experience

A top priority for marketing professionals is analyzing and improving the customer experience. We talk to customers, pour over the data, build the necessary technology stack, use customer journey mapping, build feedback loops, and more.  But what about improving the employee experience?  Improving the employee experience involves all departments and leaders in an organization. Marketing, […]
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Great Customer Experience Starts with Great Employee Experience

If you only get three things from this blog post, one would be, you can’t fool your customers if your employees aren’t happy.  We recently did a project for a company in San Diego where the company was not delivering on their brand promise, and then expecting marketing to try to solve it by papering […]
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Walmart’s Bot-Based Order-Picking System Goes National

Walmart is set to begin building out the number of U.S. stores that double as automated fulfillment centers as it responds to a huge uptick in demand for its curbside and delivery services and pushes even further into omnichannel retail. Tom Ward, svp of customer product at Walmart U.S., said the retailer is “planning dozens… …

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What Marketers Should Know Before Building an Amazon Keyword Strategy

Performance marketers shouldn’t just transfer their Google keywords to Amazon. Consumers intending to buy products search for them on Amazon and Google, but they become customers on each platform differently. Before building an Amazon.com keyword strategy, SEO experts advise marketers to remember that Amazon is a search engine housed in a marketplace. The entire point… …

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How Walmart Plans to Become a Force for Good

Key Insights: To be a better steward of the environment, Walmart committed to reducing emissions to zero by 2040. The retailer’s commitment to greater inclusion extends beyond the workplace. The events of 2020, from the Covid-19 pandemic to the Black Lives Matter movement and the wildfires raging out west, have amplified the pressure on brands… …

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Why Customer Experience is the Ultimate Marketing Tool

Want to ensure long, loyal relationships with your customers? Make sure your customer experience prioritizes ease, speed, and accuracy.
The post Why Customer Experience is the Ultimate Marketing Tool appeared first on Convince and Convert: Social Media Consulting and Content Marketing Consulting. …

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Customers Who Complain the Most Are Actually the Most Profitable to a Brand

As customers go, those who complain the most are also the most profitable to a company’s bottom line. So how can brands ensure those customers who bring in the bucks also have a good experience? That was the focus of the session (above) at Adweek’s recent Elevate: Creativity conference. “There’s no point in spending all… …

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