- Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience
Search & Performance Marketing Daily, Laurie Sullivan - Friday, October 18, 2019
Manufacturer and marketer Hunter Douglas analyzed customer communications to identify when a ...
- Now Hear This: Amplifon App Exceeds Expected Results
The MediaPost Cases, Nina Lentini - Wednesday, October 2, 2019
Amplifon needed a service to help its customers get comfortable with the ...
- Macy's Changing Its Marketing Strategy
Search & Performance Marketing Daily, Laurie Sullivan - Friday, September 20, 2019
Macy's will begin testing same-day delivery in 30 markets for online orde ...
- SharkNinja Analyzes Keywords In Reviews To Improve Customer Service, Reduce Costs
Performance Marketing Insider, Laurie Sullivan - Wednesday, September 11, 2019
SharkNinja marketers worked with Clarabridge to analyze keywords and identify unmet consum ...
- Customers Are Forever In New Strategic Approach
Email Insider, Ray Schultz - Thursday, August 29, 2019
Most firms are not yet focusing on customer success, and those th ...
- Sparkcentral Partners With Freshworks On Customer Service
Email Marketing Daily, Ray Schultz - Wednesday, August 28, 2019
Freshworks offers Freshdesk, software that facilitates customer support conversations in email a ...
- The Changing Face Of My Brand Loyalty
Media Insider, Maarten Albarda - Friday, August 23, 2019
I used to be quite brand-loyal, with British Airways, for example, ...
- Which Industries Gain The Most From Improved CX?
Marketing Insider, Dave Kilimnik - Wednesday, August 7, 2019
Airlines and wireless service providers will gain most by improving poor experienc ...
- Is Customer Service The Same As Customer Experience? I Debate Myself
Marketing Insider, Steve Olenski - Monday, June 24, 2019
Whatever the answer, providing the best customer service and experience is ...
- Traditional Banks Continue To Experience Reputation Issues
Marketing Daily, Tanya Gazdik - Thursday, June 13, 2019
Over four years, KeyBank made the most effort to respond to 7 ...
- Ford Launches Campaign For FordPass App
Marketing Daily, Tanya Gazdik - Monday, June 10, 2019
"We have created the most comprehensive loyalty rewards program in the industry ...
- AI Moving Into Customer Service
Connected Thinking, Chuck Martin - Tuesday, March 19, 2019
Within 18 months, the majority (53%) of customer service organizations are expect ...
- Putting The Customer First At Ancestry.com
Show Daily: Videos, Nina Lentini - Monday, March 11, 2019
Ancestry is all about people so you'd think it would have be ...
- Auto Dealerships Get Easy Access To Lyft, Via Cox
Marketing Daily, Tanya Gazdik - Tuesday, March 5, 2019
For dealerships, the integration provides potential cost savings and transportation flexibility ...
- Ancestry: The Third Generation
Show Daily, Nina Lentini - Tuesday, March 5, 2019
Ancestry sought to change the customer experience paradigm from channel and funn ...
- Marketers Name Biggest Challenges As They Look To Increase Scale
Show Daily, Nina Lentini - Tuesday, March 5, 2019
At Tuesday's MediaPost Brand Insider Summit in Austin, Texas, Steve Smith, editori ...
- Big Brand, Little Brand -- Guess Which One Gets CRM Wrong?
London Blog, Sean Hargrave - Friday, February 22, 2019
Spoiler alert -- it's the big guy. Asking for data but n ...
- Want Better Customer Relationships? Walk A Mile In Their Shoes
Marketing Insider, Peter Chave - Friday, January 25, 2019
What my company learned from switching to the customer side for o ...
- Phone Calls Outpace Email In Auto Buying, Study Finds
Email Marketing Daily, Ray Schultz - Thursday, January 24, 2019
The personal touch produces stronger conversions than email messages, Marchex finds. ...
- Is Microsoft Too Big To Give A Damn?
Digital News Daily, Tony Jarvis - Tuesday, January 15, 2019
Could it be that Microsoft knows its customer-service processes and procedures a ...
- Bombas Humbug!
Mediapsssst, Richard Whitman - Friday, December 28, 2018
Ecommerce was a real lifesaver this holiday season. That's true. Except ...
- Amex: Holding A Mirror Up To Customer Action
The MediaPost Cases, Nina Lentini - Tuesday, January 22, 2019
"One datapoint I find interesting is how often people go back ...
- Inflation Refocusing Consumer Preferences
Marketing Daily, Sarah Mahoney - Monday, December 10, 2018
Valassis expects "tremendous acceleration from marketers as they find new ways ...
- The Long Last Mile
Media Insider, Steven Rosenbaum - Monday, November 12, 2018
The web is my home lifeline to the world. Which is w ...
- Digital First Media Lays Off 107 At Service Center, Shifts To Outsourcing Contractor
Publishers Daily, Melynda Fuller - Thursday, November 1, 2018
The company, which owns nearly 100 newspapers across local markets, notified employe ...
- How Amsterdam Airport Schiphol Creates A Passenger Journey Via Email
The MediaPost Cases, Nina Lentini - Thursday, November 8, 2018
Before the arrival of Ruth Hakkenberg, the email program at Schiphol Amsterd ...
- Best Buy's Customer Experience And The Art & Science Equation
The MediaPost Cases, Nina Lentini - Monday, November 19, 2018
In real time, still so much of what the company can ...
- End-to-End Personalization: The Farmer's Dog
The MediaPost Cases, Nina Lentini - Monday, November 19, 2018
The Farmer's Dog knows a great deal about each individual dog a ...
- Helping Subscribers Navigate 'Moments of Truth' With Email
Email Marketing Daily, George Bilbrey - Tuesday, September 25, 2018
A moment of truth is a key point in the relationship ...
- Amazon's Army Of Human Bots Use Twitter To Defend Work Ethics
Digital News Daily, Laurie Sullivan - Friday, August 24, 2018
Amazon's warehouse FC Ambassadors tweet back at criticism of working conditions ...