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Cross-Training Join the multichannel marketing revolution, and get ready to pump up your sales. |
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January 20, 2012
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Email Marketing and Social Data: The Beginning of a Beautiful CRM Friendship Employ an integrated strategy to drive more successful campaigns. |
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May 16, 2014
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Six Takeaways for Marketing Executives Building a differentiated customer experience is a baseline requirement of success. |
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March 9, 2012
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The Future of Customer Contact What smart devices mean for the call center industry. |
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July 5, 2013
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May 17, 2013
Ashish Vazirani |
Improving Marketing and Sales Alignment Social media and the availability of new channels have shifted the balance of power in sales relationships -- often dramatically, sometimes more subtly -- and it's a shift that chief marketing officers are often ill-prepared to handle. |
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August 1, 2014
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Salesforce ExactTarget Launches the Next Generation of Journey Builder Journey Builder is a comprehensive customer journey solution to plan, personalize, and optimize customer interactions across channels and devices |
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December 2013
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Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
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August 19, 2011
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Six Myths of Social Media Understanding the evolving customer service social landscape. |
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February 10, 2012
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June 3, 2015
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4 Ways Marketers Can Connect Effectively with Millennials They're plugged in and have plenty of choices. How do you reach them? Personalize. |
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Real-Time Marketing for a Real-Time World Boost loyalty and profitability with event-based marketing to make use of technology that targets the customer in real time. |
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September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
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The Future of Marketing Strategy Embracing the cross-channel approach is the only option. |
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November 16, 2010
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7 Social Link Building Tips A review of how social behavior can create valuable relationships and influence your link building efforts. |
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October 1, 2009
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Create Your Own Upturn A shift from managing volume to managing relationships. |
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July 12, 2013
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Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
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September 1, 2007
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June 30, 2014
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Twenty-Four Percent of Consumers Are Digital Hypertaskers Though not the majority, hypertaskers are the fastest-growing consumer group. |
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September 2011
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Get Personal or Get Abandoned To spot customer changes before it's too late, customer interaction strategies must be continually monitored and updated |
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The New Science of Retaining Customers Look to digital analytics to improve buyer loyalty and customer lifetime value. |
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Combating Shopping Cart Abandonment Leverage e-commerce data to boost online sales. |
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A Look Under the Loyalty Hood Deliver the engagement process consumers seek. Loyalty providers who fail to keep their programs' technology first-rate risk losing their most important asset: their customers. |
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December 20, 2013
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The Nightmare After Christmas Use post holiday returns as a customer service opportunity. While the holiday shopping season brings more chances to engage customers, it also brings more chances to lose them. |
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November 21, 2014
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Multichannel Marketing Initiatives in the Context of the Campaign Trail Election-season takeaways help retailers prepare for the holidays. |
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April 2011
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Interacting with Social Customers, 101 By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company. |
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January 2, 2015
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4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
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October 11, 2013
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Three Tips for Surpassing Customer Expectations Turn connected customers into brand advocates. |
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December 2, 2011
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Driving Lifetime Relationships Customers are not like cars, but your business should be. |
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March 24, 2011
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Social Media and Search Synergy in the Purchase Decision Process Are your search and social media efforts integrated? Results of a recent study offer insights that could alter your current search and social media strategies. |
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April 2012
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Banks Are Rethinking Their Outreach Strategies The need for better communication is leading bank marketers to up their game. |
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November 2013
David Myron |
Preparing for the Omnichannel Environment As more consumers move to digital channels, marketers must avoid the mistakes made by many email marketers and resist the temptation to blast inexpensive, but irrelevant, messages to consumers. |
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July 24, 2015
Jill Hewitt |
Why You Need a Customer Experience Map Retail organizations are constantly seeking ways to improve the customer experience. The best way to get inside your customers' heads -- and keep them happy -- is to chart their journey. |
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December 14, 2015
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GI Insight Study Finds Omnichannel Approaches Are Falling Short Research indicates that though consumers use multiple channels in their shopping journeys, companies are not successfully implementing omnichannel marketing strategies. |
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Customer Loyalty Programs That Work Successful retailers connect with customers via loyalty programs at three levels starting with an introduction, followed by a retailer-initiated communication, and finally with customer- or retailer-initiated feedback loops. |
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February 1, 2008
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The Loyalty Riddle Can marketing overcome the customers who talk about you? |
Search Engine Watch
January 7, 2011
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Campaign Overload: How Search Marketers Can Overcome Fragmentation More platforms and formats have made managing online marketing increasingly difficult. Use these tips to help tame campaign fragmentation in 2011. |
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August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
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May 2015
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10 Ways to Liven Up Your Loyalty Program Add functionality and flair to traditional rewards-based structures |
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November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
Investment Advisor
February 2010
Lewis Schiff |
The Affluentialist: Trends in Client Communication The pressure for greater efficiency and convenience is propelling advisors to try new means of communication. Not surprisingly, most new channels appear with new technologies or updated applications of old techniques. |
Bank Systems & Technology
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Breaking Down Channel Silos While siloed systems are nothing new to most banks, increasing pressure to provide a consistent customer experience across all channels is forcing banks to consolidate their applications infrastructure and integrate previously siloed channels. |
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June 17, 2011
Godard Abel |
Fixing the Disconnect Between Sales and the Enterprise Critical success factors and best practices to increase productivity. |
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July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
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October 1, 2009
David Myron |
Can You Create a Viral Hit? If your goal is to launch a viral campaign simply to increase your brand awareness, you're flirting with danger. |
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May 2010
Lior Arussy |
The Trouble with Tribal In the drive for the tribal experience, Self-Service 1.0 no longer works. |
