Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather? And is gathering, analyzing and reporting on that data truly
Good customer service seems like common sense for businesses. But how valuable is it really? Until now, this has not been rigorously quantified across different companies. Businesses are understandably reluctant to share their CRM and sales data, and most research in this field has been based
Before the dawn of digital marketing, before buzzwords like “customer-centric” or “consumer behavior”, the relationship between marketing and psychology was little if not void. Enter: psychological marketing! Psychological marketing (or marketing psychology) is now the cornerstone of any successful company. Every marketing department will have consulted, hired,
For years you’ve read on these pages how the Chinese government has been putting together a mosaic on every individual who enjoys the trust of the United States government. The criteria needed to be placed in the targeting hopper? Being entrusted with a U.S. government security
No matter what market your company operates in, there’s an incredibly high chance that it’s saturated with competition. In fact, it’s likely that your customer service is the key aspect of how your organization differentiates itself from competitors. So, with 2020 here and a new decade full of
Jonathan-Knowles/Getty Images Almost every leader wants to make more time for strategic thinking. In one surveyof 10,000 senior leaders, 97% of them said that being strategic was the leadership behavior most important to their organization’s success. And yet in another study, a full 96% of the leaders surveyed said they lacked the
We hear a lot about online marketing strategy these days. From social media to email marketing, everything seems to be online. Therein lies the problem. Everything is online, including your competitors’ marketing efforts. To really stand out from the competition and make an impression your prospects won’t soon
How a new fascination with an old channel is grabbing business buyer attention Overflowing inboxes and a barrage of pop-ups have decreased our attention spans and caused in-box triage strategies that delete messages literally in the blink of an eye. Printed direct mail, on the other
Feb 13, 2020 - 2:00PM EST Derek Lackey, CIPM and author of CASL Compliance: A Marketer’s Guide to Email Marketing to Canadians will do a deep dive within each of the 5 types of consent and explain how to set up your record keeping processes to
The Privacy Commissioner of Canada has filed a Notice of Application in the Federal Court seeking a declaration that Facebook has contravened Canada’s federal private sector privacy law. The application follows a joint investigation last year by the Office of the Privacy Commissioner of Canada (OPC) and the
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