Investing in Customer Retention

Investing in Customer Retention

How many times have you heard that it costs significantly more to attract a new customer than keep an existing one? Or that satisfied, loyal customers are more profitable in terms of lifetime value? We may hear it and even say it a lot, but many companies do not invest as much time, effort, or […]

Balancing the Scales: Data Driven and Customer Centric Marketing

Balancing the Scales: Data Driven and Customer Centric Marketing

Where would we be without data in today’s marketing world? It allows us to come to a better understanding of which channels are working, how customers are engaging and converting, and whether, or not, we are meeting our performance goals. Data is Good, But Not Everything Data is a key business driver and the source […]

Achieving Real-Time Organizational Ability

As customer expectations for personalized interaction intensifies, the gap in our organizational ability to deliver gets wider.  Our customers interact in real-time across different channels and devices.  Yet, many of us lack the needed agility to engage them in this real-time environment.  The pace of change is accelerating and brands need to change or risk […]

Increasing Marketing Productivity

Increasing Marketing Productivity

Customer expectations are forever changing and they continue to raise the bar for the interactions and experiences they expect from the brands they trust. To build and keep this trust we need to engage each, and every, customer wherever they interact and whenever they are in the moment.  Putting Our Customers First If we continue […]

Why Customers Will Pay for Real-Time Experiences

Convincing executive management that investment in our organization’s capabilities to deliver real-time experiences will result in increased customer loyalty, lifetime value, and topline revenue has been a challenge for some. But the mounting evidence cannot be ignored. Mounting Evidence that Real-Time Experiences Builds Revenue Forrester Research reports 86% of customers will pay for real-time experiences. […]

The Most Used and Confused Marketing Buzzwords

The Most Used and Confused Marketing Buzzwords

Customer marketing has seen an influx of new technologies, techniques, and tools, each with their own buzzwords which tend to get miss-used, a lot. So, to help us keep our marketing teams straight on what terms they should be using, we thought it would be useful to put together a straightforward glossary of some of […]

5 Ways Machine Learning Increases Marketing Performance

Strong marketing performance is dependent on data analysis and customer insight. But often marketing needs to wait for business intelligence and analyst teams to produce insights, models, and segmentation before they can act. And, models need to be updated 2-3 times per year. This leaves marketing working with “out of date” insights that don’t account […]

Machine Learning and Real-Time Customer Interactions

Machine Learning and Real-Time Customer Interactions

Customers are interacting with us in real-time and we need to do the same.  We know we need to respond faster, but accessing and analyzing data across channels is cumbersome and painfully slow. And, it just doesn’t cut it in real-time world our customers live in. And the workarounds we put in place to compensate […]

Cross Channel versus Multi-Channel Marketing

Cross Channel Marketing versus Multi-Channel Marketing

Have you noticed that the success of your marketing efforts is diminishing over time, even after optimization and testing efforts? It could be because you are choosing the wrong execution channel. And, because your customers interact with your company across several channels (and devices) you are missing the opportunity to be heard. In this sophisticated […]

Where is the Creativity in Marketing Automation

Where is the Creativity in Marketing Automation?

As marketing becomes more and more data driven it is easy to assume that creativity has a diminished role. But the opposite is true. At its core, marketing has always been about creating messages that engage customers in the right place, at the right time, with the right message. While we have seen great advancements […]