Capgemini’s Adam Rubin provides some insight on how businesses can keep customers engaged by creating or adapting products and services to deliver good experiences. 30-second summary: In 1998, the term “experience economy” entered the business lexicon as a way to define the commoditization of experiences, differentiating them from goods and services as crucial consumer-driven offerings.Innovating...Read More

by Chief Marketer Effective ecommerce technologies enable brands to capitalize on the increase in online shopping we’re seeing today. But for some consumers, there’s no substitute for experiencing products in real life. Here is how ecommerce tech can complement the in-store experience through cross-channel optimization, inventory integration and more, according to a piece in Multichannel Merchant. Cross-Channel...Read More

Personalization has completely changed marketing strategies and today’s consumers are increasingly looking for personalized experiences in many of their brand interactions. Delivering the types of personalized experiences consumers crave requires a fine balance of using both data and technology to understand consumers and communicate with messaging they are most apt to respond to. However, not...Read More

by Alysse Phipps, Contributor to CXL. Consumer shopping behaviors have changed dramatically since the onset of the coronavirus pandemic, with ecommerce retailers seeing unprecedented growth in traffic and sales.  While retail stores are slowly beginning to reopen, many consumers have made online shopping their new default. Some 71% of U.S. adults plan to do more than half of their holiday...Read More

Have you ever considered how your brand makes your customers feel? The emotions it invokes in them? Do you see your customers turning into confessed brand advocates? If the answer to all these questions is no, then the (CX) Force, my friend, is not with you. CX in the modern age Customer experience today has evolved from being merely isolated...Read More

by Christine Moorman and Katherine Lemon, AMA.org How to develop the proper build for a successful customer experience implementation journey Critics say customer experience (CX) investments don’t pay off, pointing to a combination of media hype, weak skills and organizational complexities that paint a sobering portrait of returns. In October 2019, Forrester predicted that 2020 would be...Read More

by Marketing Charts Just 1 in 8 customers would recommend a company after they experienced very poor customer experience according to recent data [download page] from XM institute. Here’s a look at what else the report uncovered on the ROI of customer experience when it comes to consumer loyalty. Consumers are clearly attracted to loyalty programs, but what...Read More

by MarketingCharts More than 6 in 10 consumers modify their spending in order to maximize loyalty program points, according to figures in Bond’s latest annual Loyalty Report [download page] for 2020. The report takes a look at how brands can best encourage loyalty from members, as well as the benefits they are likely to see with membership...Read More

by Larisa Bedgood, V12 Personalized customer experiences are now at the center of all marketing initiatives. Brands are competing on customer experience and a recent Gartner survey shows that 81% of marketing leaders say they expect to be competing mostly or completely on the basis of customer experience. Consumers prefer to do business with brands...Read More

30-minute webinar by V12 Customers no longer base their loyalty on price or product. Instead, they stay loyal to companies based on the experience they receive. In fact, 86% of consumers are willing to pay more for a great customer experience. In this 30-minute webinar, V12 explores how to blend data and technology to create...Read More