Customer Experience

  • The Most Important Lesson Toys R Us Can Teach Banks

    The Most Important Lesson Toys R Us Can Teach Banks

    Banks and credit unions can also take away some important lessons from the Toys R Us closure, revolving around the role brick-and-mortar outlets play in providing a customer experience.

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  • 3 Steps to Creating a Reliable, Budget-Friendly Marketing Plan

    3 Steps to Creating a Reliable, Budget-Friendly Marketing Plan

    Marketing plans work best when grounded in “moments that matter most,” a customer-centric view of mission-critical actions or experiences along the customer journey. See how to do it.

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  • Welcome to the Party! How to Create Customer Growth through Successful Onboarding

    Welcome to the Party! How to Create Customer Growth through Successful Onboarding

    There are similarities between a guest’s experience at a party and a new customer’s relationship with a bank. Optimize the "party" through effective onboarding to grow your assets under management.

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  • Our Top Retail Articles of 2018 H1—Catch Up Today

    Our Top Retail Articles of 2018 H1—Catch Up Today

    Good retail survives by creating customer experiences. We saw that throughout the first half of 2018 and have collected our must-read content on the subject. Hear about Best Buy, LL Bean and more.

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  • What Does the Future of AI Look Like in Marketing?1:01

    What Does the Future of AI Look Like in Marketing?

    Laura Watson, Director of Strategy at Harte Hanks, explains how some day in the (near?) future, machines will be able to use artificial intelligence to read our emotions and act accordingly—allowing m

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  • a-smarter-customer-experience-for-a-leading-entertainment-provider

    a-smarter-customer-experience-for-a-leading-entertainment-provider

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  • How to Use AI for More Meaningful Marketing: 4 Steps

    How to Use AI for More Meaningful Marketing: 4 Steps

    Advancements in artificial intelligence can be turned into opportunities if marketers have clear ways to harness the technology to address customer needs. Check out four practical steps to this end.

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  • Harte Hanks Featured Vol 1 Aug 2017

    Harte Hanks Featured Vol 1 Aug 2017

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  • HHQ Vol. 3 Spring 2018

    HHQ Vol. 3 Spring 2018

    Welcome to the spring 2018 issue of Harte Hanks Quarterly. Check out thought-provoking articles on all things marketing—from creative to martech, segmentation to talent development.

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  • Bringing the Human Back to Marketing through Digital Transformation

    Bringing the Human Back to Marketing through Digital Transformation

    CEO Karen Puckett will be joining executives from Microsoft, Uber, Discover & Nokia in a WINNOVATE 2018 panel discussion on Transformation in the Digital Age. We captured some of her insights here.

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  • Customer Retention: Another Phase in the Buyer's Journey

    Customer Retention: Another Phase in the Buyer's Journey

    A critical step in retaining new customers is making sure they are fully onboarded and activated. Get started with the best practices in this post to improve your customer retention.

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  • How to Deliver a Better Omnichannel Experience

    How to Deliver a Better Omnichannel Experience

    Outcome-Driven Innovation (ODI)™ can help marketers to establish holistic customer studies that provide meaningful feedback to help build out rich, individualized customer experiences.

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  • Financial Services Marketers: Here's Why Your Brand Needs to be Human1:12

    Financial Services Marketers: Here's Why Your Brand Needs to be Human

    At the end of the day, we're all people, and we're making decisions not just based on rational evaluation—but also based on our experiences with brands. Brands therefore need to connect with customers

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  • Why Mobile is a Great Channel to have a More Human Conversation0:47

    Why Mobile is a Great Channel to have a More Human Conversation

    People have deep, emotional connections with their smartphones, which makes mobile a great place to have a genuine, human conversation. Hear more from Nicole Pawluk, Director of Strategy and Planning

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  • How to Reach the Customer that Avoids Marketing0:56

    How to Reach the Customer that Avoids Marketing

    For customers that avoid marketing messages, it's best to forget about "marketing" altogether. Instead, focus on creating value. Nicole Pawluk, Director of Strategy and Planning with Harte Hanks, expl

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  • Not Practicing Human Marketing? Prepare to Lose Customers

    Not Practicing Human Marketing? Prepare to Lose Customers

    Brands face the risk of losing customers when they don't listen to the conversation that the consumer is having with them within their buyer's journey.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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