Customer Journey Orchestration: The Evolution of Marketing Automation
The answer to automating your marketing while maintaining context—and a human touch—is customer journey orc...
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Harte Hanks Featured Vol 6 Jan 2018
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.
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.
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.
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.
5 Myths on Outsourcing Customer Care...And How to Choose a Reliable Contact Center Partner
Some of the most-loved brands across industries outsource customer care with great success. The negative image of customer service is the result of several of myths—which we'll bust in this series.
How to Retain and Grow Retail Customers: Help Them Complete Their Jobs
It’s important to provide a retail experience that caters to customer’s needs throughout the buyer’s journey—to both grow and retain your customer base.
Best 5 Marketing Technology Content Pieces of 2017
Have a look back at our wrap up of the top performing martech content from the year and gain some insight into what changes we’ll see in the year to come.
Top-Performing Retail Marketing Content of 2017
Will brick and mortar survive? How can you best achieve an in-the-moment, omnichannel experience? Can anyone beat Amazon? Take a look at our most-read retail marketing content for some answers.
Hey, Marketers: I am a Person, Not a Persona
One of the most misused marketing tools is the persona—the archetype of a particular kind of customer. Here's why we need to think differently about personas.
Getting the Buyer's Journey Right
Understand your customers' buyer's journeys to add value every step of the way.
Marks & Spencer Stores are Getting Customer Centricity Right—See How
Marks & Spencer CEO Steve Rowe recently explained in Marketing Week that the British multinational retailer is looking to use data to "make M&S great again." He's got the approach exactly right.
GE: Winning with Disruption and Return on Attention
GE, a 124-year-old brand, is managing to stay relevant and make locomotives, jet engines, appliances and wind turbines both interesting and accessible to its customers. Here's how.
Decoding Customer Needs with the Buyer's Journey Framework
The best buyer’s journey maps are founded on precise, quantifiable definitions of customer needs at every step along the way. Here's how to uncover those needs using the Jobs-to-be-Done methodology.
New Target Stores Focus on Customer Needs, Improve Experience
It’s immediately apparent that Target is focused on exactly the right things with its “next-generation” stores: customers and their needs. Here's what they look like.
Renewal Model Businesses: Pay Close Attention to Cadillac, Amazon, #Insurtech
The average heavy smartphone user checks their phone 150 times/day. Their need to continuously experience micro-euphoric moments is creating new expectations in the way businesses interact with them.
Harte Hanks Featured Vol 4 Nov 2017
Assessing Direct Mail through the Omnichannel Lens
3 Ways Your Bank Needs to be Personalizing Its Marketing
Customers are looking for a more personalized banking experience. Providing that experience will increase your ability to retain your current, profitable customers. Here are three places to start.
The Path to Virtual Advisors Begins with Getting to Know Your Customers