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Tom Hoffman | September 29, 2015
Customer churn is a big problem for companies, especially in industries such as telecommunications where annual churn rates average between 10 percent to as much as 67 percent, according to the Database Marketing Institute. And while technological advances have made it easier for marketers and other decision-makers to better identify and respond to the triggers for churn, most customer churn programs are reactive and don't leave marketers adequate time to deliver messaging or offers that might change a customer's actions. Read more »
Mila D'Antonio | September 28, 2015
This week marks the 12th year that Advertising Week will be held in New York City. The week-long event, which combines thought leadership with special events, brings together thousands of people from brands, agencies, and technology companies to focus on key topics influencing the marketing and advertising industry. As I attend a small handful of some of the 300 or so planned events, I'll be looking out for any developments on these three key trends: Read more »
Judith Aquino | September 24, 2015
Last weekend I celebrated my first wedding anniversary. Anyone who saw my inbox though would assume that I was about to be married, judging by the many emails about wedding dresses, limos, and flower arrangements that merchants continue to send me a year after my wedding. What would be more useful is information about what to do after a wedding. Read more »
Anna Papachristos | September 23, 2015
Most retailers equip their clothing with sensors that prevent thieves from leaving the premises without setting off an alarm. Some even put sticky tabs inside handbags and wallets that leave an annoying (and destructive) residue. High-end stores also employ security guards to provide extra protection. But what happens when one of the biggest names in retail overlooks something even more dangerous than theft? Read more »
Tom Hoffman | September 22, 2015
Invariably, customer-facing employees will have to deal with a difficult customer. In some cases, a customer is upset about a bad experience they had with a company. In other instances, a customer may be lashing out at an employee due to angujish in his or her personal life. Regardless of the circumstances, it's vital for customer-facing employees to allow customers to communicate their frustrations, listen closely as to why a customer is upset, be empathetic, responsive, and considerate, and try Read more »
Mila D'Antonio | September 21, 2015
As tomorrow ushers out summer, I'll look back with fondness, as I gave birth to my daughter Evelyn in July. While on maternity leave, I took note of some customer experiences that caught my attention--some that I praised and others that left me scratching my head. Here's my list of the most noteworthy customer experiences from the summer of 2015. Read more »
Guest Blogger: Vanessa Saulsberry | September 18, 2015
As a tightly-knit family of editors, marketers, and tech junkies, we absolutely love what we do. Every day, we find new ways to explore and share relevant news about good customer strategies. We can only hope that what we write about helps our readers get smarter about the customer experience, work more efficiently, and foster more engaging interactions with customers. Read more »
Judith Aquino | September 17, 2015
Uber founder and CEO Travis Kalanick shared his vision of the ride-hailing service's future and it doesn't include human drivers. After disrupting the taxi industry, Uber is gearing up for greater changes, including automated vehicles. Read more »
Anna Papachristos | September 16, 2015
October may be mere weeks away, but Major League Baseball (MLB) fans still have one riveting post-season ahead of them. Thus, it's not surprising that audiences are taking to social media to express loyalty to their favorite team. For marketers, however, amplified data may also serve as an opportunity to knock their engagement strategies out of the park. Read more »

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