Remember dating in high school? All the cliques; the cool kids, band geeks, jocks, punks, gamers, stoners, artsies, metal heads, etc. If you were part of one clique or in the fringe, it was difficult if not impossible to get to know, let alone date, someone in another clique. Dating at university, while not as… read more >
If customers are king, then understanding the journeys they choose to take with our organizations is highly strategic for sustainable success. But creating multiple journeys without a journey strategy can still deliver disjointed customer experiences. This short-sighted approach guarantees that journey mapping will have a negative rather than positive impact on efforts to improve customer… read more >
Meet Jake DiMare and Mary Laplante at the CMO Digital Insight Summit, an invitation-only event hosted by GDS Group. The Summit is designed to help digital leaders implement programs more effectively by sharing their experiences in a peer-to-peer environment and by learning from industry experts with deep understanding of what it takes to succeed in today’s digital economy. Digital Clarity Group is the designated analyst partner for this and other GDS Summits. Executives from Ralph Lauren, VISA, Jaguar Land Rover, and Revlon are among the global brands attending the Summit.
On Wednesday, March 22, Jake moderates an executive round table on “Customer Experience: Delivering a Seamless and Cohesive Brand Experience Across All Digital Channels.” Mary moderates an executive round table on “Mobile Marketing: Finding Our Place with Location-Based Marketing.” Jake and Mary will be on hand throughout the Summit to contribute to the workshops and panels and to meet with CMO participants.
Contact us to inquire about an invitation, or to arrange a time to meet with Scott and Jake. For analysis related to the Summit topics, read Jill Finger Gibson’s post on how companies are coming to terms with omnichannel engagement. Read the findings from our original research on consumer perspectives on location-based marketing in this report entitled Consumers Give Location Marketing a Resounding Maybe.
This post is about two of my favorite topics: money and product content. Specifically, it’s about how an organization can make more money by leveraging product content to engage prospects and customers. If you think that product specifications, technical documentation, how-to-install and -use videos, even product packaging are only for post-sales customer support, well, it’s… read more >
Content marketing and customer experience management are business practices that go hand-in hand. You can’t deliver a great experience that engages customers without content that engages them. And you can’t win long-term loyalty and advocacy if you only engage at the start of your relationship. That’s why the most effective content marketing programs engage customers across their entire relationship with your brand—from marketing through sales through service,
Join Mary Laplante and Scott Abel, The Content Wrangler, for a lively discussion about product content and its role in connecting customers and prospects to revenue. Content marketers will learn how to reach deeper into their tool kits and put existing product content to effective use. Datasheets, product specifications, documentation, and training materials can be invaluable when prospects are making the decision to become customers. Don’t leave these hidden gems at the bottom of your content marketing tool kit.
Visit the registration page for more information.
Customer experience management (CEM) is quickly becoming a primary focus for companies looking to garner, gain, and keep market share. What many of these organizations are missing is the value of beginning their CEM strategy at home, with their employees. Research from Aon Hewitt suggests that employee engagement levels and employee perceptions of their overall… read more >
Companies that luxuriate in customer trust are the envy of CEOs, customer experience execs and CMOs everywhere. Customer trust doesn’t spring up overnight and it can’t be bought by money alone. Instead, trust builds, layer upon layer, each time a customer engages favorably or exceptionally with his or her supplier, and deepens each time a… read more >
I recently interviewed Juanita Koilpillai, a cybersecurity expert who is the CEO of Waverley Labs (a cybersecurity software and services firm) and co-founder of the Digital Risk Management (DRM) Institute (a nonprofit seeking to expand knowledge about cybersecurity risks.) She identified two important, nascent trends for 2017: • Cybersecurity collaboration. In forward-looking companies, the lines of… read more >
An Interview with a Cybersecurity Expert Why must chief marketing officers pay more attention to cybersecurity issues in 2017? Because cybersecurity, customer privacy, and trust are interconnected subjects that should and will soon matter to marketing organizations. What’s more, the topic is quickly moving from “below the radar” to high visibility as multi-national companies prepare… read more >
Digital Transformation Requires a New Approach to Technology Implementation In this paper, Jill Finger Gibson explains why it’s essential to rethink traditional approaches when it comes to customer experience (CX) technology implementations. Organizations must learn to look beyond “go live” to achieve sustainable digital transformation. This new mindset will also put them in a stronger position… read more >
