Toys R Us Failure is from Customer Experience—Not Amazon
While many attribute Toys R Us' bankruptcy to the continued decline of brick and mortar retail, this failur...
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Marketing Notes from the Field—A Creative Perspective
In this interview by Dr. Karl Hellman with Alan Kittle, SVP Creative and Strategy at Harte Hanks, Alan shares his perspectives after an extended series of client meetings across the USA and Europe.
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.
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.
Harte Hanks Featured Vol 8 Mar 2018
Each of the pieces in this month's issue of Harte Hanks Featured provides different insights on market segmentation—starting with Tony Ulwick’s new piece on milkshake marketing.
How to Develop Marketing Talent: Best Practices from Our Advisory Board
Ken Bernhardt, Regents Professor of Marketing Emeritus, Georgia State University, shares a collection of best practices for developing marketing talent with the Harte Hanks Marketing Advisory Board.
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.
Customer Support Channels to Master in 2018
Who Will Be the First to Master Video Customer Support?
Video as customer support is a deceptively demanding channel. And because it's relatively early on in the gestation, many businesses haven't figured out how to use video to its full potential.
Through-Sourcing: How to Outsource Key Business Functions with Confidence
Using a knowledgeable team of employees already familiar with the brand, through-sourcing presents the opportunity to reduce costs, increase efficiency and maintain control of outsourced functions.
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.
How to Find and Reach Your Best Opportunities with Market Segmentation
The Harte Hanks Market Segmentation Framework utilizes internal and external data to pinpoint where your target audience is and how to reach them. See how it's done in this ebook.
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.
Harte Hanks Featured Vol 7 Feb 2018
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.
LL Bean Attacks the Issue of Product Returns—Will They be Successful?
Harte Hanks Marketing Advisory Board members weigh in on LL Bean's new return policy. Is it a non-issue? Or will the brand take a hit? Scott Neslin provides tips for all brands to reduce returns.
3 Customer Support Channels You Need to Master in 2018
Brands should be sure to master well-established customer support channels before moving on to new and impressive technologies.
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.
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
Kay Lemon Predicts Greater Use of Customer Data by CPG Brands
Kay Lemon, Accenture Professor of Marketing, Carroll School of Management at Boston College, predicts that consumer packaged goods manufacturers will continue to learn more about their end customers t
Ken Bernhardt on the Value of the Harte Hanks-Wipro Partnership