2018

Groundhog Day: Customer Engagement Mistakes Marketers Keep Making

A lot of marketers keep making the same mistakes over and over -- forgetting who they’re dealing with, not considering their customers’ perspectives, making it a one way relationship. To avoid everyday frustration and achieve real fulfillment marketers need to realize what Phil Connors did and make it about the other person. Here are four of the failed Philisms marketers keep committing and what to do instead.

2018

Clienteling: A Definition, A Case & Brand Examples for Retailers

First things first -- what is clienteling? Back in the day it was common to have a personal relationship with the local butcher, baker or what have you. You’d be greeted by first name when you walked in the door, and the person behind the counter would already be packaging your favorite cut of meat or loaf of bread. Nowadays, that type of service and those types of personal relationships between customers and brands are more the exception than the rule. At the most basic level, clienteling is the idea of treating customers like you’ve known them forever in order to establish long-lasting loyalty. Clienteling is about making your customers’ lives easier through customer service and a great experience.

2017

Top 5 Customer Data and Engagement Trends for 2018

Customer data and engagement strategies have evolved dramatically in the last few years and will continue to accelerate in 2018. According to Martech Advisor, the customer data platform industry is expected to grow at least 50% per year in the near future, reaching over $1 billion total revenue by 2019. Before your 2018 budget is allocated, check out our predictions for the five biggest difference makers in customer data and engagement.

2017

Customer Engagement Love Story: Shopbop

I’m a marketer (for a company that makes software for other marketers), but I’m also a consumer. The two sides are intertwined. For better or for worse, I can’t turn the marketer off while I shop. The marketer side of me is always taking mental notes about customer engagement wins and missed opportunities and thinking about what is going on behind the scenes at a company to cause their customer experience to soar or flop. I shop a lot, so there are abundant examples to choose from. However, there’s one company that stands out from the pack time and time again: Shopbop. I wish other companies would take a page out of Shopbop’s customer engagement book. That’s why I’m putting my love story down on paper in an effort to help less fortunate brands find their happy ending.

2017

Systems of Insight and Systems of Engagement -- Don't Decide

Listening to a lot of Martech vendor pitches that are all starting to sound the same? Unsure which type of technology is supposed to solve your problems and fulfill your use cases? We’re trying to solve pain points around not only customer data management and real-time engagement, but also navigating the martech and data management landscape. That’s why we’ve put together this post outlining the differences between three of the most commonly confused types of software -- the Data Management Platform, the Customer Data Platform and the Customer Data Platform + Orchestration. Keep reading for an easy-to-digest summary!