Discover a Key to Successful Advertising

Beyond Philosophy

Like any tone of voice, it works best if it carries through to all aspects of a business’s marketing efforts, from advertisements to product packaging, to in-store displays and social media accounts. Do you use humor to get over your message? Some brands are particularly good at it.

Customer Experience Is More Important Than Advertising [Infographic]

Win the Customer

Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers? Customer Experience Customer Service Infographic Advertising infographic

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Do Your Customers Talk About Your Products or Your Ads?

CX Journey

Image courtesy of Carli Jean Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your products? On the eve (sorta) of the biggest day of the year for the advertising industry (OK, for commercials. Forget the advertising.

Amazon Product Content: A New Space Race?

Ian Jacobs

advertising B2C marketing digital marketing online retail search marketingThe Whole Foods acquisition by Amazon weeks ago was only the latest milepost in the latter’s inexorable march to the top of retail. The company sold $136 billion worth of products in 2016 – more than any other online retailer (and just over a third of what Wal-Mart did). And we find that Amazon is big and gaining […].

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Guest Blog: Stop Wasting Money!


If you cannot take care of the customer, it doesn’t pay to advertise! One of the key places they waste money is on their advertising. . Each week businesses spend thousands on direct mail, local paper advertising, posters and even local sport sponsorship.

Inbound voice call campaign tracking with Nexmo virtual numbers and Mixpanel


Campaign tracking is a “must have” for any marketing or advertising campaign.

How to Win Over Skeptical Customers in a Skeptical Age of Informed Online Customers

Win the Customer

Aggressive advertisements created a digital era where users were skeptical to the point that they rejected anything that felt like an advertisement.

Smartphone Statistics

Brad Cleveland

Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. Retailers reported that sales via smartphones grew an average of 87% in 2014.

Why You Still Need the Telephone in Customer Service for an Experience Advantage

Win the Customer

I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors.

Half the Money You Spend on #CX is Wasted

CX Journey

Half the money I spend on advertising is wasted; the trouble is I don't know which half. I've seen a few interpretations, but I think the most common one revolves around not being able to qualify or quantify the effects of advertising.

The Customer’s Perception Is the Only One That Counts


When you advertise or market your company and your products, what is the image that you’re trying to create? Some may say these are advertising slogans, but I think they are more. What does your company or brand stand for?

Who Wins – Brand Or Customer Experience?

Beyond Philosophy

In the case of Red Bull, the brand has built a consistent global personality not only through its unique advertising, but also by its involvement in some of the more extreme and unusual sports, like street luge, full-contact ice-skating and the ever-popular Red Bull Flight Day.

Putting Mobile Backend as a service into practice

Win the Customer

Advertising Branding Content Writing MarketingWelcome to WordPress. This is your first post. Edit or delete it, then start writing!

CX Journey™ Musings: Customer Memory

CX Journey

I recently read a couple of articles about how memorable and emotional advertising is what companies should strive to develop - that it's what they'll need to have in order to grow the business. Advertising doesn't create memories; the experience does.

Invent Your Vocabulary to Emphasize Who You Are


While waiting to board, I noticed a sign advertising Southwest’s concept they call “ trans fare ncy.”. The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement.

Is The Customer Service “Department” Becoming Obsolete?

The Center for Client Retention

Successful implementation of the process has yielded many benefits for organizations, including more profit, increased word-of-mouth advertising and less frustration on the part of both customers and employees. Today we are excited to share with you a guest post from Mike Wittenstein.

Guest Blog: Why Online Reviews Are Important for Customer Engagement


In the 20th century that communication was made through TV and radio advertisements, magazine print advertisements, and sponsorships. This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement.

How to Know When Your Employees Need Training

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to and affiliated sites. Employee training has some big problems. It's a big expense.

The Customer Experience Is Your Best Marketing


Marketing appears to be about putting something out there, an advertisement, email campaign, promotion, etc., What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!):

How to Nurture Your Sales Funnel Using Only Social Media Experience [INFOGRAPHIC]

Win the Customer

In the modern age of sales and marketing, turning a profit isn’t always as easy as posting an advertisement. Social media has changed the way that businesses interact with their customers and few customers today really trust ads.

Be Honest: Are You Communicating Effectively?

Beyond Philosophy

The simple truth is, yes, you can use that data to come up with more targeted advertising, more seemingly personalized marketing, and so on, but where you will stand out is when you use that data to create a positive customer experience instead.

Complimentary Should Mean Free


Are you losing business but gaining negative word-of-mouth advertising that you may unaware of because of a breakdown in these processes? My buddy went to dinner with his wife to celebrate their anniversary.

Text May be the New Talk, But Voice is Still the Best Channel for Negotiating


After the realtors get a new listing, they use email and social to showcase pictures and advertise the open house. Today’s tech-savvy, digital-minded consumers are not completely abandoning the phone in favor of other digital channels such as SMS, web chat, email and social.

Is Trust Dead? If So, Revive It!

Beyond Philosophy

Building trust into your customer experience could mean starting from the bottom and working your way up, especially if your organization has been around for a long time and has relied on traditional marketing and advertising in the past.

SMS – Better Outreach on Customer Terms


As businesses put together their SMS strategy, it is important that they remember these are messages and not advertisements. SMS has become the most effective tool for businesses to communicate with their customers because of its ease-of-use, convenience and reach.

Measuring Marketing Effectiveness

Peter Lavers

Traditionally this was often TV, radio, cinema, outdoor & newspaper advertising. In recent years many markers talk in terms of “through-the-line” (TTL) advertising, which is an integrated combination of ATL & BTL messages for a campaign.

RCDA drives KPI achievement through call flow enhancement and agent and leadership development

Robert Davis

Package penetration – Focused coaching on the customers’ needs, specifically their favorite channels, and sold a tailored package versus the package customers responded to in the advertisement. By Brad Baumunk , President and COO.

How to manage your online reputation


As a business owner, you already understand the benefit – and power – of word-of-mouth advertising. How Online Reviews Impact your Business. But what started as over-the-fence information sharing between neighbors, friends or colleagues, has exploded into a million-strong network of consumers eager to talk about their experiences. The voice of the customer has always been powerful, but now the internet has magnified the reach, and it reigns supreme.

Are you Competition Obsessed?

Beyond Philosophy

Once the stepsister of Advertising, PR has now become the more valuable tool for marketing. If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto.

Dear Food Delivery Company, You Should Assume Customers Ordering From a Hotel Will Need a Fork.

Myra Golden Media

Why wouldn’t a restaurant catering to (and advertising to) hotel customers assume that people would need napkins and utensils? One of the best things about travel for me is going to local restaurants and cafes and enjoying the food.

Now Revealed and Proven: (The True Marketing Value of) Return on Word of Mouth

Beyond Philosophy

How does paid advertising compare to WOM in driving results? Another key finding was, rather astoninshingly, that an offline WOM impression drives at least five times more sales than a paid advertising impression. I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA).

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Grooming Your Customers As Brand Ambassadors

Win the Customer

There’s a reason why people tend to trust brand ambassadors more than the brand itself: product or service reviews sound more like testimonials rather than direct advertisements. Want to turn customers into brand ambassadors? Focus on building customer loyalty.

Guest Blog: 4 Things to Learn from a Disappointed Customer


The company can then advertise and sell their products as per the market needs. This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. Shep Hyken.

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Guest Blog: Good Customer Service Is More than Good PR


As the late, great radio personality Paul Harvey said when we spoke on the same platform at a convention in Las Vegas, “For a company’s advertising strategy to work, it has to be handled corporately and also individually.”.

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?


It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity.

How ecobee Wins Customers With Smart Surveys

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to and affiliated sites.

Do your people ‘make’ your Customer Experience? Monarch & Specsavers believe theirs do!


Their new advertising campaign caught my attention a couple of weeks ago – it did so because I found it extremely unusual. Would you use your people to advertise the fact that they ‘make’ you? Do your people ‘make’ your company?

Expectations: The Mother of All Frustrations

CX Journey

Image courtesy of Pixabay Expectation = frustration? I recently saw an article with an image that included a quote from Antonio Banderas: Expectation is the mother of all frustration. Honestly, this is true in life, in all relationships.

The Secret to Customer Retention

CX Journey

Everything from truthful advertising to the greeting at the door or on the phone - if you make a great first impression, you''re well on your way to delivering a great customer experience. Image courtesy of featureset I originally wrote today''s post for InsideCXM.

CX Journey™ Musings: No Budget for #CX Improvements

CX Journey

Because companies always seem to have money to spend on something - and it's usually advertising , to attract more customers. Image courtesy of aliceheiman No customer experience budget?