Brand

We live in the age of the customer, and yet most B2B companies are falling short on delivering the experiences customers want. Customers are more educated, more proactive and more autonomous throughout the buying cycle than ever before. Companies can no longer rely exclusively on SEO tactics and attractive websites to deliver a positive customer […]

In the age of the customer, content is a critical element of managing the customer experience. With the majority of the buying processes occurring online prior to a prospect ever speaking with a representative of your company, content has become your voice to the world. Oracle’s “Global Insights on Succeeding in the Customer Experience Era” […]

 “Any company trying to compete should figure out a way to engage the mind of every employee.” Jack Welch, former CEO of GE Why is employee engagement so important? Because, research shows that 70 percent of customers’ brand perception is determined by conversations with employees. Simply put, your brand is only as strong as your […]

Dizzied by technology? CRM, marketing automation, web analytics, mobile technology, big data … the list goes on and on. Technology has taken the field of marketing by storm, and a large percentage of technology entering the marketing arena is directly tied to new channels through which customers can engage with your company’s story — social […]

Alignment between departments within a company is critical for success, yet friction between sales and marketing can often flare up as they search for the best ways to attract and retain qualified customers. And the “turf war” between sales and marketing doesn’t just cause frustration and confusion internally – it can impact your bottom line […]

Most marketers think lead conversion when they think of content. But with this perspective they are missing out on the strategic role content play’s in the customer experience. Content marketing is about generating leads. Thought leadership is about earning and establishing credibility with your target audience throughout the customer experience. It is about owning a […]

A study by Social@Ogilvy with partners CIC, Salesforce Marketing Cloud and Visible Technologies, analyzed 22 brands and their related 7 million brand social mentions across the U.S., Brazil, China and the U.K. What they found was both surprising and disappointing for brands: positive mentions (advocacy) represented only 15 percent of all brand mentions. The remaining […]

The number one trait of companies that succeed in delivering a superior customer experience is the ability to develop and deliver a clear, consistent message. (McKinsey) Today, prospects and customers expect continuity and consistency throughout the buyer journey. One way CEOs and C-suite executives can ensure this happens is to implement a disciplined process for […]

To establish clarity in the minds of customers, the C-suite must make corporate messaging a strategic priority across the organization and fully buy into the fact that the story directly impacts the financial performance of the business. It also requires that the C-suite get sales, marketing and customer experience leaders in a room to define […]

If you’re a CEO or C-suite executive, it has taken you awhile to get to where you are in the organization. So, it’s probably safe to say that a significant amount of time has passed and a lot of changes have taken place in the business world since you were on the frontline. Since then, […]