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  • Measuring the Immeasurable: Customer Loyalty Metrics

    Article

    CONTENT TYPE: Article | TOPIC: Measurement & Analytics

    Although it's impossible to give an absolute value to abstract concepts such as loyalty, there are metrics that can indicate customers' willingness to return to your company. Here's what to track.

  • Three Steps to Personalizing the Overall Customer Experience

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    Your company may have its messaging content and tone perfected, but that counts for nothing if you're messaging customers at 3 in the morning on weekends. Go through the steps in this article to achieve total personalization of the customer experience.

  • B2B Marketers, the Customer Journey, and Sales: Pam Didner on Marketing Smarts [Podcast]

    Podcast

    CONTENT TYPE: Podcast | TOPIC: Marketing Strategy

    In this episode of the Marketing Smarts podcast, author Pam Didner sheds light on the problems marketers face pertaining to the creation and usage of a customer journey. She also gives us her thoughts on how that impacts the organization—especially sales teams.

  • Why Your Customer Experience Metrics Are Lying to You

    Article

    CONTENT TYPE: Article | TOPIC: Measurement & Analytics

    Convincing ourselves that our customer engagement tactics are working may feel great, but it isn't always helpful. That's why you should avoid relying too much on these three metrics.

  • How B2B Marketers Can Leverage Voice of Customer for Business Growth: Nate Brown on Marketing Smarts [Podcast]

    Podcast

    CONTENT TYPE: Podcast | TOPIC: Customer Experience

    What exactly is voice of the customer, and what impact can it have on your potential business growth? Nate Brown drops the mic on hurdles, tips, myths, and so much more.

  • B2B Tech Buyer Trends: Goodbye Vendor Reps, Hello Self-Service

    Chart

    CONTENT TYPE: Chart | TOPIC: Martech

    B2B technology buyers are turning to vendor representatives less than ever and are increasingly relying on self-service resources, according to recent research from TrustRadius.

  • How to Meet B2B Buyers' E-Commerce Expectations

    Article

    CONTENT TYPE: Article | TOPIC: Demand Generation

    B2B buyers' behavior has shifted, particularly in e-commerce. Let's explore four fundamental ways to step up your B2B e-commerce game.

  • What Does a B2B Marketing Team Look Like in the Metaverse?

    Article

    CONTENT TYPE: Article | TOPIC: Marketing Strategy

    The metaverse isn't going to remain science fiction for long. How will it change the way B2B marketers operate? This article offers a few ideas.

  • Using Behavioral Progressive Profiling to Drive Demand Generation

    Article

    CONTENT TYPE: Article | TOPIC: Demand Generation

    The version of progressive profiling that most marketing automation companies espouse merely collects more data on prospective customers. But more data isn't enough. What you need instead is an understanding of those potential customers based on their behavior so you can significantly increase your chances of closing a sale.

  • A Privacy-First World Won't Hurt Your Customer Relationships, It Will Transform Them: Kipp Bodnar on Marketing Smarts [Podcast]

    Podcast

    CONTENT TYPE: Podcast | TOPIC: Marketing Strategy

    How important is it to have a privacy-centered strategy in 2022? We chat with Hubspot's Kipp Bodnar about the state of data privacy, first-party data, becoming a more human-focused marketer, and more.

  • How to Use Buyer Reviews in B2B Marketing

    Article

    CONTENT TYPE: Article | TOPIC: Marketing Strategy

    When you're about to spend money on something, chances are you look up reviews of it first. But reviews and ratings aren't useful to buyers alone. Marketers can learn and benefit greatly from taking reviews into account.

  • The Secret Six-Ingredient Recipe for Perfectly Compliant Cookie Banners

    Article

    CONTENT TYPE: Article | TOPIC: Websites

    Clicking "accept cookies" is an annoying but necessary step in the modern Web browsing experience. This article covers how to construct a site banner that is both compliant and (relatively) pain-free.

  • Customer Experience Friday Forum

    Friday Forum

    CONTENT TYPE: Friday Forum | TOPIC: Customer Experience

    You care about the people your business serves. After all, without your customers, you don't have a successful business. But how do you ensure a great experience for them at every touchpoint along their journey so that they come back? We've got you covered! Sponsored by ActiveCampaign.

  • It's 2022: Do You Know Where Your Sales Reps Are?

    Article

    CONTENT TYPE: Article | TOPIC: Marketing Strategy

    Digital transformation doesn't have to turn your sales reps into disembodied Internet heads. B2B buyers have become more self-serve, yes; but it's still advantageous for them to work with seller expertise, even post-pandemic.

  • The Top Challenges to Providing an Exceptional B2B Customer Experience

    Chart

    CONTENT TYPE: Chart | TOPIC: Customer Experience

    B2B marketing, sales, and customer success professionals say a lack of communication among their teams is the biggest barrier to providing an exceptional customer experience, according to recent research from The Pedowitz Group and Ascend2.

  • Balancing Consumer Trust with Privacy-Safe Targeting: Three Tactics

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    Instead of lamenting the impending tightrope walk between personalization and privacy, marketers should take advantage of the cookieless environment and forge better customer relationships.

  • A Framework for Getting Started With Customer Journey Mapping

    Article

    CONTENT TYPE: Article | TOPIC: Marketing Strategy

    Customers don't just jump into a car and drive around aimlessly until they reach a purchase. They follow a map—one that can be mirrored for greater business success.

  • How to Get CX Right and Drive Global Revenue Through Localized Content at Scale: Lessons Learned From Ooni Pizza Ovens

    Sponsored Webinar

    CONTENT TYPE: Sponsored Webinar | TOPIC: Marketing Content

    To create first-class customer experiences that drive revenue, you have to convey to audiences—in their local language—that you can meet their wants and needs. So how do you localize your content so it engages and converts international customers at scale? Sponsored by Unbabel.

  • How to Spark Customer Delight in Unexpected Places

    Article

    CONTENT TYPE: Article | TOPIC: Customer Experience

    Replacing a ho-hum experience with something clever that brings a smile or otherwise engages is incredibly powerful. Make the most of every customer touchpoint by being creative in these six places.

  • What Will a Cookieless Future Look Like Five Years On?

    Article

    CONTENT TYPE: Article | TOPIC: Marketing Strategy

    Marketers should be gazing into their crystal balls to see how their company will really fare in the cookieless future. Here are the tactics that will keep brands afloat.