Customer Experience

  • How to Come Out on Top in the Face of InsurTech Disruption

    How to Come Out on Top in the Face of InsurTech Disruption

    The digital revolution has finally reached the insurance industry. Using a buyer's journey framework and ODI-based diagnostics provides the tools necessary to compete against insurtech disruptors.

    Read Article
  • How To Ensure Contact Center Agents Offer Top Customer Experiences

    How To Ensure Contact Center Agents Offer Top Customer Experiences

    Check out these best practices in hiring, training and evaluating agents to ensure quality staffing at your contact center— ultimately putting customer experience as the top priority.

    Read Article
  • The Master of Mattress Shopping: Why Casper's Experience is Near Perfect

    The Master of Mattress Shopping: Why Casper's Experience is Near Perfect

    A mattress is typically considered a 'fit product' that customers want to try out in person. Online companies have therefore had to innovate their customer experience to provide value to the customer.

    Read Article
  • 3 Retail and Consumer Brands that Draw Customers in with Powerful Experiences

    3 Retail and Consumer Brands that Draw Customers in with Powerful Experiences

    The best way to design a remarkable experience is to design it around the customer’s needs throughout the buyer’s journey. Brands like BMW, Burberry & Trumaker are already excelling at this approach.

    Read Article
  • 5 Myths of Outsourcing Customer Care

    5 Myths of Outsourcing Customer Care

    The negative image of customer service and support is the result of a variety of myths about outsourcing. Find out how these myths are dispelled.

    Read More
  • Customer Support Channels to Master in 2018

    Customer Support Channels to Master in 2018

    Read More
  • Why Automakers Must Fix the Digital Retail Experience

    Why Automakers Must Fix the Digital Retail Experience

    Auto marketers can best respond to challenging trends in the industry by focusing on three major areas: the retail experience, the connected car, and new mobility patterns.

    Read Article
  • No More Assumptions—How to Understand What Your Customers Really Want

    No More Assumptions—How to Understand What Your Customers Really Want

    Today's marketing buzzword are “persona-based segments” and “journey maps,” which put customers into boxes based on assumptions. Remove the guessing game with Outcome-Driven Innovation.

    Read Article
  • Harte Hanks Featured Vol 7 Feb 2018

    Harte Hanks Featured Vol 7 Feb 2018

    Read More
  • 5 Tips on How to Master Knowledge Base Customer Support

    5 Tips on How to Master Knowledge Base Customer Support

    If you’re able to answer customer questions readily in what more frequently is becoming the channel of choice (web knowledge bases) you’ll be able to reduce costs while also satisfying the customer.

    Read Article
  • How to Understand Your Retail Customer Journey with a Needs-Based Approach

    How to Understand Your Retail Customer Journey with a Needs-Based Approach

    If there is no understanding of customer needs and the buyer's journey, we'll continue to see the failure of larger retailers who don't deliver on experience.

    Read Article
  • Agile Marketing—Evolved. See How We're Doing It Now.

    Agile Marketing—Evolved. See How We're Doing It Now.

    At our latest Harte Hanks Marketing Advisory Board Meeting, Marketing Manager Marla Schilling took some time to explain our progress toward more agile, human marketing.

    Read Article
  • Product Returns: Why They're Happening and How to Reduce Them3:44

    Product Returns: Why They're Happening and How to Reduce Them

    Scott Neslin, Albert Wesley Frey Professor of Marketing, Tuck School of Business, Dartmouth College, explains why brands are seeing such excessive product returns and provides advice on how to reduce

    Watch Video
  • Ken Bernhardt on the Value of the Harte Hanks-Wipro Partnership1:05

    Ken Bernhardt on the Value of the Harte Hanks-Wipro Partnership

    Ken Bernhardt, Regents Professor of Marketing Emeritus, Georgia State University and Chair of the Harte Hanks Marketing Advisory Board, explains the value customers can expect from the Harte Hanks-Wip

    Watch Video
  • Customer Context Matters0:34

    Customer Context Matters

    You must know your customers and their context more deeply to achieve more human marketing.

    Watch Video
  • What Creepy Retargeting Looks Like0:39

    What Creepy Retargeting Looks Like

    Don't be a creep. You must know your customers and their context more deeply to achieve more human marketing.

    Watch Video
  • Know Your Customers (Like, Actually Know Them)0:41

    Know Your Customers (Like, Actually Know Them)

    You must know your customers and their context more deeply to achieve more human marketing.

    Watch Video
  • It's Their Journey, Not Yours0:41

    It's Their Journey, Not Yours

    You must know your customers and their context more deeply to achieve more human marketing.

    Watch Video
  • Best Buy Mastered the Omnichannel Journey—Have You?

    Best Buy Mastered the Omnichannel Journey—Have You?

    Best Buy has mastered allowing the customer to dictate how he or she interacts with the brand, providing a seamless, omnichannel experience throughout the buyer’s journey. See how.

    Read Article
  • Global Pharmaceutical Brand Improves Patient Outcomes with Personalized, Multichannel Experience

    Global Pharmaceutical Brand Improves Patient Outcomes with Personalized, Multichannel Experience

    This pharmaceutical brand sought to provide a personalized, human-based approach to support that could scale to a global level in order to improve patients’ personal outcomes and lives.

    Read More
  • loading
    Loading More...