Businesses, whether online via eCommerce or in physical space, are always facing human beings. People are who we are selling to, who we are delivering
products to, and who we are providing service to. The human element of business has always made developing relationships with customers essential,
just as real estate agents have always made an effort to make empty, on-the-market homes feel homier (using tricks like baking cookies).
Although the increasingly virtual nature of business has reduced face to face contact with one’s customers, it’s crucial to remember that people are...
The role of the customer is changing. Nowadays, customers hold higher expectations for the companies and brands they support and work with, especially
due to the amount of easily accessible information and data out there. Everyday consumers are also making an effort to support purpose-driven brands, which plays a significant role in affecting their consumer behaviours and purchasing
As a result, companies and brands are no longer building their marketing strategy solely around the goal to accelerate business acquisitions anymore.
More and more people have been talking about the importance of data and its positive impact on enhancing the customer experience. Nowadays, data analytics
plays an important role as a driving force that’s affecting a business’ decision-making at each stage of the buyer’s journey. According to Forbes,
70% of enterprises have increased their spending on real-time customer analytics solutions over the past year. But what’s all the hype about?
Analytics have become fundamental in shaping customer experiences across all marketing activities and operations. Many businesses now rely on dat...
According to Twitter, with over 3 billion people on social media, more
consumers are using the social media platform to connect with businesses when they have questions, compliments, or complaints. Many brands and businesses
have been turning to Twitter as a customer service platform. And with the rise of direct messaging and the use of chatbots, 2019 is the year to approach
your business’ marketing strategy with a customer care focus. What does this mean? It means being more proactive, using social data to shape interactions,
and integrating customer care solutions i...
For most people, the holiday season is filled with tradition. Whether it’s chopping down a real Christmas tree, going carolling, or feasting on a delicious
turkey dinner, families all over the world look forward to the comfort and joy of their holiday traditions.
Many family holiday traditions include one or more Christmas movies. At the very least, if your family isn’t big on movies, you’ll catch Home Alone one out of the 500 times it airs on national TV in a prime-time spot. There’s no escaping Kevin McCallister at Christmas-time.
I’m particularly fond of A Charlie Brown Christmas,...
The internet is a fast-paced whirlwind of information. Your prospective customers surfing for information online have short attention spans, and their
buying impulse can disappear in an instant. Capturing their attention and developing a relationship at every stage of the sales funnel can be challenging
in this rapid, 24/7 information overload environment.
Fortunately, there are innovative tools to help your business navigate the process.
According to Forrester, consumers
are 66 percent to 90 percent of the way through their buying decision bef...
Over the last few years, we have already written several articles in our digital markerting blog about the importance of the customer experience. Whether it’s attracting and retaining talented employees by living your brand, or delighting customers by delivering experiences that keep your brand’s promise, smart organizations know that doing these things
boosts their bottom line.
Unfortunately, there are still far too many companies that don’t realize they are losing a significant amount of money by not keeping the promises they make.
It happens all the time. As in, I heard two exampl...
If someone was asking what a marketer’s most important goal is, how would be the answer? There is a pretty high likelihood that you answered lead generation,
and yes, lead generation is extremely important. But what about the clients you already have?
I get it. It’s so easy to fixate on capturing new business. After all, most marketing budgets and resources are spent moving leads through the funnel.
But as enticing as new sales are, they shouldn’t distract us from working to keep existing customers as well. Boosting customer retention by just 5% can actually increase your rev...
Whether it’s because we recently rolled out our annual predictions post or that we blogged about the value of businesses keeping their eyes on the digital horizon,
our team has discussed the future of marketing a lot lately. Within the context of the future, the customer experience – more specifically, how it’s
changed and evolved alongside technology – often gets mentioned.
These things were on my colleague's, Cheryl Baldwin, mind when, over the holidays, she settled in to watch a classic holiday movie: A Christmas Story.
She had the following thoughts:
"There’s a scen...
In the midst of all the hype about artificial intelligence (AI), you may occasionally pause to ask: “What’s new here?” After all, did
we not have machine learning applications 10 (or maybe even 20) years ago? In the marketing domain specifically, you may be asking how today’s AI is different from, say, an application that has been personalizing real-time content insertion for several
The best way to answer that could be to consider the evolution of AI in the areas of driving and transportation. In the past, the applications of AI included
driver-assist features ...
I hate to say this, I really do, but I’ll say it anyways. A significant number of companies in Cyprus are, as of today, losing customers. And they don’t
even realize it’s happening.
Why? Because they don’t understand the importance of future-proofing their business!
Let me explain: Way back in 2015 during the brief run of our podcast, WSI’s co-founder, Dan Monaghan, discussed the value of businesses keeping their eyes on the digital horizon.
To quote Dan directly, he said that, “Being aware of the digital horizon – even if it’s way off in the distance – is one of the best things a ...