Customer experience is the sum total of all interactions a customer has ever had with your brand: tangible, visual, emotional, read, blogged, consumed, experienced.
Although commonly considered “customer service”, it is in fact an experience that transcends all points where a customer might intersect with your brand, from researching to buying, to after-sales. To that end, building the desired customer experience requires tools such as (but not limited to) research, operations, brand management, marketing and employee engagement.
Customer Service in the Digital Age
In a series of Q & A’s presented in three video segments, we engaged in candid conversations with three leading Canadian brands on their journey into social media to support customer ...more
CMA Marketing Facts - 2014 Edition
Marketing Facts 2014 is the latest edition of the annual publication, released in December 2013. It includes updated statistics and information from over 38 respected and well-known sources. Excerpts and portions from a number of studies not widely available are included ...more
CMA White Papers/Reports
Mobile's Transformation of the Customer Shopping Journey
Think Content, Connectivity and Context – the key elements that will drive invaluable mobile experiences and M-commerce ...more
1 + 1 = 3: CMO & CIO Collaboration Best Practices That Drive Growth
With today's explosive growth in technology, data and devices, organizations are looking to analytics and digital solutions to help drive top line revenue growth ...more
Too Many Channels: The growing complexity of channel management
Selecting which channels should be the focus of your marketing activity for any given campaign is no longer a simple matter ...more