March 13, 2019

Sales plays a vital role in the delivery of customer experience. Here are four things they can do to ensure they continually delight their customers

January 10, 2019

Marketing and sales alignment is not a symptom of a greater problem and when organizations focus on the symptom, they miss opportunity to address core problems that impact the business.

June 28, 2018

There is no doubt that organizations should invest and look to continually provide great customer support. However, do not be fooled into thinking that if you have exceptional customer support the same will hold true for customer experience. The fact is, they are funda...

April 19, 2018

According to a Walker study, customer experience will overtake price and product as the key brand differentiator and Temkin Group research shows that 86% of customers will re-purchase based on a good customer experience versus the lowly 13% who say they will after a ba...

February 15, 2018

A recent headline read as follows, An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing . . . To Differentiate. The article, written by Bob Thompson goes on to detail various issues most organizations experience that prevent them from achieving cu...

January 15, 2018

Given this high level of importance many B2B mid-market CMOs have assumed the responsibility of delivering on the promise of customer experience and are doing so amidst a continual change in their B2B buyers and customers.

January 3, 2018

With the new year upon us, CMOs need to focus on some key areas in order to have a positive business impact

December 6, 2017

...If CMOs are going to make good on these promises (there are others, but these were the most common), then they must first overcome some key challenges.

November 17, 2017

As connected consumers, we want ease, we want a good experience, we have an expectation of those with whom we spend our money. We have seen this with 1-click ordering, same day delivery and improved e-commerce experiences. Given that we want this as consumers, it makes...