How to engage potential customers with your brand

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This is a guest post from Jason Grills is a technical writer associated with ProProfs Chat. Brands heavily invest in marketing and customer service.  This is because they represent the beginning and the end of a sales journey. But today, with everything the digital world has to offer, customer experience extends beyond the sales journey. Customers want to be heard, get answers to their questions, get their problems solved and feel connected to the brand. To be able to meet

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CMOs, collaboration, customer experience and the real-time data imperative – Interview with Thom Gruhler

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Today’s interview is with Thom Gruhler, CEO & Founder of Fjuri, a marketing consultancy that is combining his CMO experience from Microsoft with world-class technology, data science, and the right analytics to help brands optimize their marketing performance and deliver more significant and consistent value from their marketing investments. Thom joins me today to talk about how advertising is no longer effective, how marketers should be using data and analytics to build better relationships with their customers, the impact of

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Brands can create a better customer experience by being purpose driven – Interview with Alicia Tillman, CMO of SAP

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Today’s interview is with Alicia Tillman, the new global Chief Marketing Officer (CMO) of SAP, the world’s largest provider of enterprise application software. Alicia joins me today to talk purpose and how brands can create a better customer experience by being a purpose driven brand. This interview follows on from my recent interview – Public Enemy and getting practical with AI in the contact centre – Interview with Mikhail Naumov – and is number 245 in the series of interviews

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Beyond digital and what many CMOs should be considering putting into their 2018 strategic plan

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Last year I wrote a piece called 3 Customer Groups That Are Being Overlooked In The Customer Experience Whirlwind. In it I ventured that there were a number of different groups of customers (The Rich Elders, The Private and The Quick) that weren’t getting a lot of attention. One of those groups, The Rich Elders, came into focus again for me recently in a conversation with Bruce Fielding, founder of Sterling.Agency, an agency that focuses on helping brands engage with

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Communities will become a core engine of commerce, innovation, experience, loyalty and service – Interview with Rob Tarkoff

Community

Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, what brands should be doing more and less of to help them engage more with their customers and the

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Online reviews have significant ROI with customers and prospects

This is a guest post from Adam Beeson, director of communications, G2 Crowd. Online reviews matter, a lot. A 2016 Local Consumer Review Survey from SEO and citation building service BrightLocal found that 84 percent of people trust online reviews as much as personal recommendations. In one year, that number jumped up by four points. With so many potential and current customers seeking information about your product or your company’s strengths and weaknesses, it is important to know how to

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The best marketing doesn’t feel like marketing – Interview with Tom Fishburne

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Today’s interview is with Tom Fishburne, the Founder & CEO of Marketoonist, a cartoon studio focused on content marketing. He’s also a very popular cartoon blogger and has just published a new book called: Your Ad Ignored Here: Cartoons from 15 Years of Marketing, Business, and Doodling in Meetings. Tom joins me today to talk cartoons, marketing, his new book what’s changed and what hasn’t in the last 15 years in marketing. This interview follows on from my recent interview

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Delivering a great customer experience is not really a technology challenge any more – Interview with Mark Smith

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Today’s interview is with Mark Smith, President of Kitewheel, which is the world’s only cloud-based Customer Journey Hub designed for innovative agencies and brands looking to move in step with the modern digital consumer. Mark joins me today to talk about the state of the customer journey, the rising amount of attention being placed on retention and what we can learn from a recent piece of research they have released. This interview follows on from my recent interview – You

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8 Tips for developing a brand identity that inspires customer loyalty

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This is a guest post from Erika Brookes, CMO at Springbot. It’s not surprising that businesses spend billions each year trying to make customers loyal to their brand. In general, loyal customers are far more profitable than your average customer and can become powerful champions for your brand. However, to gain a legion of loyal followers, you first need to establish a brand identity that they can get behind. How your customers perceive your brand plays a significant role in

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