Customer Experience

  • Customer Context Matters0:34

    Customer Context Matters

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

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • Know Your Customers to Bring the Human Back to Marketing2:18

    Know Your Customers to Bring the Human Back to Marketing

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  • Customer Service Myth #4: I Can Only Outsource Simple Processes

    Customer Service Myth #4: I Can Only Outsource Simple Processes

    Work with an outsourcing partner with broad coverage types and deep industry expertise, who will utilize extensive knowledge and best practices around handling all types of customer care challenges.

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  • HHQ Vol 2 Winter 2018

    HHQ Vol 2 Winter 2018

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  • It's Time To Talk About The Current and Future State of Retail

    It's Time To Talk About The Current and Future State of Retail

    Kim Whitler and Frank Grillo discuss how retail needs to focus on the customer, the many possible futures of brick and mortar, and how competitors should (and could) expose the weaknesses of Amazon.

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  • Why Consumer and Retail Brands Should Collaborate—Not Compete

    Why Consumer and Retail Brands Should Collaborate—Not Compete

    If retail brands were to team up with the consumer brands they sell, they would both be able to better serve their customers. Here's why that's important.

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  • How Retail Brands Should be Creating Customer Experiences

    How Retail Brands Should be Creating Customer Experiences

    Before the 2007 recession, retail was quite adventurous. Retail as theater was explored in everything from Niketown to the Lego Store. Harvard's John Deighton explains it's time to venture out again.

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  • The Top Issues—And Opportunities—Facing Auto Marketers in 2018

    The Top Issues—And Opportunities—Facing Auto Marketers in 2018

    This post outlines three key industry evolutions that may be keeping automakers and their marketers up at night—but actually present the opportunities they need to gain that coveted market share.

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  • LVMH, Burberry, Samsung: How Consumer Brands Are Owning the Experience

    LVMH, Burberry, Samsung: How Consumer Brands Are Owning the Experience

    Despite the challenges, there are numerous consumer brands innovating to deliver excellent customer experiences today. See how LVMH, Burberry and Samsung are doing it.

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  • Customer Service Myth #3: I Can Achieve Better Results In-House

    Customer Service Myth #3: I Can Achieve Better Results In-House

    A quality customer care partner will operate as a highly-focused extension of your team, providing customer care expertise and experience that improves upon the results you are currently achieving.

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  • Harte Hanks Featured Vol 6 Jan 2018

    Harte Hanks Featured Vol 6 Jan 2018

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  • How to Maintain Quality and Control with a Contact Center Partner

    How to Maintain Quality and Control with a Contact Center Partner

    We've already debunked Myth #1 about outsourcing customer service, but let's not stop there. This post examines Myth #2: I'll lose quality and control of my program.

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  • Retail In 2018: Turning Challenges Into Opportunities

    Retail In 2018: Turning Challenges Into Opportunities

    To coincide with our attendance at NRF2018 in New York this weekend, we’re excited to share exclusive insights on Retail for the coming year.

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  • Top Fiserv Content of 2017

    Top Fiserv Content of 2017

    A summation of recent efforts to make marketing more human in the rapidly evolving world banks and financial institutions are challenged with navigating.

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  • Top 6 Buyer's Journey Pieces of 2017—Read On!

    Top 6 Buyer's Journey Pieces of 2017—Read On!

    We need to understand our buyers' journeys in order to add value for them every step of the way. A look through our 2017 content showcases a variety of thought leadership on the topic.

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