B2B and B2C Marketing

  • Salesforce Social Studio

    Listen, Analyze, and Interact across the Social Web

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    Salesforce Social Studio is a high value package that combines broad and deep social customer service and social marketing capabilities. Read our evaluation.
    Apr. 28, 2016
    Technologies
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  • Unsubscribe Me!

    How Easily Do You Let Customers Go, and How Well Do You Entice Them to Come Back?

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    Suffering from email overload? Start using those unsubscribe links on most email communications. But you will find that it is easier to get off some companies’ lists than others.
    Apr. 2, 2015
    Strategies
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  • CVS Makes It Easy to Reap the Value of Loyalty

    Making Savings Relevant, Easy, and Obvious!

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    Does your organization offer a rewards program that encourages loyalty, spending, and makes customers feel good about doing business with you? You can learn some lessons from CVS!
    Dec. 11, 2014
    Strategies
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  • How Good Is Apple Pay’s Ecosystem?

    How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?

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    How viable is the Apple Pay ecosystem? Will all 15 categories of players required to support mobile payments play together nicely? Will all of these partners align to support consumers’ four critical moments of truth for mobile payments?
    Oct. 31, 2014
    Strategies
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  • There’s Gold in Those Customer Metrics!

    Mine Them Well and Reap the Benefits of Loyalty and Increased Business

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    What do your customers care about and how do they measure how well you help them succeed? The key is capturing Customer’s Success Metrics. Once you have, you can keep track of how well you’re doing and identify new opportunities for your company.
    Oct. 23, 2014
    All Members
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  • Desk.com from Salesforce.com

    Customer Service for Small and Growing Businesses

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    Desk.com, from Salesforce.com, provides case, account, and knowledge management capabilities across assisted-service, self-service, and social customer service channels for very-small, small, and mid-sized businesses. Read our evaluation in this report.
    Aug. 22, 2014
    Technologies
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  • Are Your Daily Deal Customers Just One-Night Stands?

    How Might You Convert Them to Loyal, Repeat Customers?

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    Merchants who invest in daily deal discounts to court new customers need to follow up with planned marketing campaigns or the new customers might just be a “one-night stand.”
    Jul. 31, 2014
    All Members
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  • IBM Watson Engagement Advisor

    Addressing Customer Support Using Cognitive Technology

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    Through its use of cognitive technology, IBM Watson Engagement Advisor is an innovative and visionary virtual assisted-service offering, an offering that can (almost) think and learn.
    Jul. 10, 2014
    Technologies
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  • Clarabridge 6.1

    Social Customer Service with Powerful Monitoring and Filtering, Deep Analysis, and Alert-Driven Customer Interaction

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    Clarabridge Analyze and Clarabridge Act monitor and analyze customer conversations on internal and social channels and provide mechanisms to interact with customers. Filtering, analysis, and classification are the strengths. Read our in-depth evaluation.
    May. 9, 2014
    Technologies
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  • How to Offer a Little Extra to Delight Customers

    My Most Recent Favorite Customer Experience Practices

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    Go beyond good – surprise and delight people with unexpected customer service. See examples from Amazon.com, Trader Joe’s, CVS, and BoltBus, with extrapolations for B2B organizations.
    Feb. 19, 2014
    All Members
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  • My 2013 Holiday Customer Experience Heroes

    Lessons to be Learned from Customer Support at Small Companies: Standing Stone Farms and Geoff & Drew’s

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    Small businesses often provide the best customer experience because they offer a personal experience. What can your organization learn from these small companies?
    Dec. 19, 2013
    Strategies
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  • Robocalls: Annoying and Illegal

    Avoid This Customer-Unfriendly Practice Except for Appointment Reminders

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    So, how annoying are those automated marketing calls that interrupt you at dinner time? And they aren’t only annoying, they’re illegal. Still robocalling, as it is called, is proliferating. What can you do about it?
    Nov. 14, 2013
    All Members
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  • Agilent’s Virtuous Circle of Personalization

    Customer Experience, Content Strategy, and Marketing Automation Create a Machine that Drives Customer Engagement

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    Agilent offers lessons on achieving a highly personalized experience for customers of all stripes at all phases of engagement.
    Aug. 7, 2013
    Strategies
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  • The Future of Computing

    New Wealth Will Conform to Old Patterns

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    Scott Jordan considers the future of highly personal computing—computing on and around our person--and its relationship to the “new wealth,” in which privacy may be a luxury.
    May. 23, 2013
    All Members
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  • CX Audit: JCP.com

    Is Jcp.com Strong Enough to Help Save JC Penney?

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    JC Penney is in crisis. Can the 15 year-old etailing site, jcp.com, help turn around this failing American brand?
    Apr. 18, 2013
    Strategies
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  • Clarabridge Analyze, Collaborate, and Engage

    Voice of the Customer Monitoring, Analysis, and Interaction

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    Clarabridge's Analyze, Collaborate, and Engage monitor and analyze customer conversations on internal and social channels. NLP-based monitoring and analysis are the key strengths. Read our evaluation.
    Mar. 28, 2013
    Strategies
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  • Marketing Offer Overload

    Customers Are Drowning in Repeat and Inappropriate Offers

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    Marketing success comes down to hitting the customer with an offer of something they want or need at the moment they want or need it. Some best practices will help you avoid overwhelming your customers with offers.
    Mar. 21, 2013
    All Members
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  • Amazon Takes on Apple in Digital Music

    Combined CDs and AutoRip Make Amazon Cloud Player More Enticing

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    Amazon’s AutoRip feature surprised and delighted some customers and annoyed others. We like the fact that we now have digital access to MP3 files of the music we bought on CDs for free and without doing anything!
    Jan. 24, 2013
    All Members
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  • Being Creative on Zazzle.com

    How Easy Is It to Create (and Sell) Your Own Customized Products?

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    Zazzle.com makes it easy for people to create and sell customized products. Here’s our review of Zazzle’s tools for customizing products, creating storefronts, and merchandising custom designs.
    Jan. 17, 2013
    Strategies
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  • Speakerfile’s Expert Visibility Platform

    A “Speakers’ Bureau in a Box”

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    Speakerfile software platform increases the visibility of subject matter experts and helps marketers capitalize on speaking opportunities as a component of a thought leadership or content marketing strategy.
    Jan. 10, 2013
    Strategies
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