The Buying Window Before they contact your call center, reach out to a salesperson or visit your store, most potential customers already have decided many of the specifics of the product or service they seek. This is probably not the first time they have engaged with your brand. They are... read more →
Aug 24
Aug 15
Right message, right channel, right time in the buying cycle More than 70% of today’s customers make their buying decision before speaking with anyone from sales or customer service. To secure the sale, you need to serve up ‘contextually relevant’ information through the right channel at the right time in the buying... read more →
Aug 15
Contextual Relevance If you remember nothing else from this article, remember this: to create increased engagement with your customers and prospects, you must meet them where they are, with the right message at the right time through the right channel. To put it another way, your engagements with your customers and prospects must... read more →
Aug 15
The Non-Linear Customer Journey The customer journey has changed forever. Once thought of as a linear progression – from awareness to research to purchase to experience – it has been transformed by today's digitally-driven, device-enabled environment. Customers now interact with brands in a decidedly non-linear fashion. A new technology, called... read more →
Aug 15
The customer journey – as marketers have defined it – will never be the same. As each digitally-empowered individual travels from prospect to customer to (hopefully) repeat buyer and loyal advocate, they will encounter your brand and its competitors through myriad channels defined by almost limitless touchpoints and devices. To... read more →
Aug 15
Today’s customers and prospects engage with brands across many devices and touchpoints. Sometimes these individuals are well-identified, such as when they make a purchase, contact a call center or complete an online form. At other times, contacts are anonymous, as when browsing a website or participating in a social media... read more →
Aug 15
Today, customers have almost limitless ways engage brands, using all kinds of devices across hundreds of touch points. This is the new normal, and the amount and complexity of digital information will only grow in the future. At the same time, potentially-available customer data already exceeds the ability of most... read more →