When you are taking on the giants in an industry, it pays to treat every customer like royalty. That starts with getting to know them better. But for fresh food retailer, Harris Farm Markets, the desire for better customer management was hampered by customer interactions that were fragmented across a number of channels.
Few CMOs would list engineering as their undergraduate degree. But for Kraig Swensrud, that unusual starting point was the perfect beginning for a career that now sees him working as the San Francisco-based CMO for Australian email marketing giant, Campaign Monitor.
Having a well-known media personality as your founder and CEO can work wonders around brand awareness. But when that brand is looking to reach specific market segments, bulk publicity can generate a lot of unqualified leads and prove counterproductive to sales conversion.
Much has been written about the emergence of Agile processes in marketing. But while interest in Agile is strong for many marketers, according to noted marketing authority, Professor Mohanbir Sawhney, efforts are being hampered by decades of ingrained processes.
The emergence of customer experience as a key measure of organisational performance has seen Net Promoter Score (NPS) become the preferred tool to measure that experience.
While there have been many predictions of email’s imminent demise, the communications platform remains a mainstay for marketers across most brands. But in January 2014, it became apparent that something was very wrong with the return Identity Direct was getting from its email marketing efforts.
Switching healthcare and financial service providers are not activities that most people would undertake every day, so for companies whose business is it is help consumers make the switch, it is critical to ensure they do everything to enable consumers to seamlessly complete their transaction.
When ecommerce burst across the Internet in the late 1990s, it was natural to see it as something new and different. Traditional retailers regarded pure-play online competitors as alien invaders, and those who set up a clicks-and-mortar model often did so using separate divisions with unique tools and processes.
Few industries have been as heavily disrupted by digital as the media industry. So perhaps the most pertinent question relating to Seven West Media’s decision to appoint its first chief digital officer late last year is: Why did it wait so long?
It can be hard to build a relationship with someone whose name you don’t know. Turning anonymous transactions into relationships is a challenge that’s also confronted Australia Post, which each day provides services to tens of thousands of anonymous walk-in customers. Anonymous transactions deliver revenue, but they reveal nothing about the demographics, motivations or past histories of those making them.
Some chief digital officers have responsibility for the digital transformation of a brand or company. For Cat Matson in Brisbane, her responsibilities scale out to the transformation of an entire city.
For as long as companies have been selling online, they have struggled to match the offline world’s ability to have someone stand alongside the buyer to walk them through a product’s features and benefits. US-based collaboration software maker, Citrix, believes it has found the next best thing, thanks to technology from startup company, WalkMe.
The growing desire among brands to improve customer experience has created a massive opportunity for technology suppliers to provide tools that help them build and deliver that experience. But as with many fast-growing segments of the marketing technology stack, confusion remains regarding exactly what a customer experience management (CEM) platform should do.
It’s not easy keeping a 160-year-old brand invigorated, especially when that brand plays in a market as hotly contested as financial services.
We have only just scraped the surface of the digital transformation of banking, and a complete rethink will be necessary if the sector is to reach its digital potential.
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