Join us at CX Europe 2018 for insight into customer understanding and other key CX priorities

Forrester eCommerce

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide.

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Customer Experience: France Is Lagging Behind

Forrester eCommerce

After New York City, San Francisco, Sydney, Singapore, and London, Forrester hosted its first event dedicated to customer experience in Paris, France. age of the customer B2C marketing chief marketing officer (CMO) customer experience employee experience

Map Your Ecommerce Marketing to the Customer Lifecycle


First, an anonymous user browses your site, then makes a purchase, then another, and slowly but surely becomes a loyal customer. This is the customer lifecycle, and understanding the ins and outs of this ever-changing process is the key to effective B2C marketing.

Back2Basics: Why B2B Marketers Should Differentiate On Customer Experience

Forrester eCommerce

age of the customer B2B marketing content marketing digital marketing B2B B2B Marketing customer experience customer obsession differentiation Marketing strategic messaging

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Marketing Innovation Starts And Ends With Customer Obsession

Forrester eCommerce

Despite all the monumental changes to technology and media which afford marketers the capabilities to build emotion-rich customer relationships, they frequently struggle to rise above roles as brand despots or sales vassals.

Redefining Influencer Marketing: Key Insights For B2B Marketing Leaders

Forrester eCommerce

Influencer marketing is often characterized as a trendy tactic for B2C marketers to tap into the far-reaching audiences of the Insta-famous. B2B B2B marketing customer advocacy B2B Marketing social media

B2B 290

Dynamic Customer Segmentation is a Creative Marketer’s Best Friend


Most B2C marketers think they already know everything about email segmentation. But segmentation can be much more than just static email lists of your customers. Dynamic customer segmentation can significantly outperform a traditional email segment. By ingesting the right customer data, dynamic segments grow and shrink as your customers move in and out of the segments — automatically triggering the right campaigns at the right time.

CMOs: To Get A Seat At The Digital Transformation Table, Command Your Customer’s Experience

Forrester eCommerce

CIOs, COOs, CXOs, and CDOs have filled the gap but don’t represent the voice of the customer or bring the […]. age of the customer B2B marketing B2C marketing chief information officer (CIO) chief marketing officer (CMO) customer experience CMOs customer and employee experience digital transformation voice of the customerOnly 16% of CMOs are responsible for leading the execution of their firm’s digital transformation.

Customer Retention Should be Ecommerce Marketing Priority #1: The Why, The How and The Return


Did you know that customers who stick with your brand over time will spend 67% more than new customers? While… Ecommerce Marketing customer retention

The Key To Marketing And Sales Alignment? The Customer.

Forrester eCommerce

B2B marketers get it. They know they need to operate across their sales and marketing silos to get beyond portfolio-centric campaigns to connect with buyers via specific, contextually relevant content that engages customers across the entire life cycle.

The Psychology Behind Customer Loyalty


But few brands are lucky to attain the ranks of true customer loyalty. Sure, many of us— 77 percent, in fact —participate in some kind of customer loyalty program. Understanding customer psychology. Treat your loyal customers like royalty .

Marketing Unboxed: shopDisney Struggles to Inspire Marketing Magic


When you wish upon a star, your marketing dreams come true. At least, that’s the attitude we had going into this episode of Marketing Unboxed. Subscribe to Marketing Unboxed, and he might be zooming toward your doorstep soon! ?. ?? Want to watch more marketing reviews?

How To Get Your Customers To Do Your Selling For You (Previewing Our B2B Forum)

Forrester eCommerce

B2B marketing customer advocacy customer communication customer experience customer experience management customer experience strategy customer lifetime value (CLV) customer relationship management (CRM) B2B Marketing customer marketing

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4 Post-Holiday Marketing Tactics for Customer Retention


When in doubt, start with how you can drive new sales and increase revenue from repeat customers. This post features 4 key post-holiday marketing tactics that will help you increase sales from your current leads and customers!

The Empowered Marketer: Power Customer Acquisition the Smart Way


As marketers, we’re constantly A/B testing every little thing. But growing your customer base takes far more than an effective A/B test. In ecommerce, that’s the real difference between spammy “growth hackers” and true growth marketers. As the Director of Growth Marketing for One Click , an Indianapolis-based ecommerce company founded in 2005, the team grows not one but three separate eyewear brands: , Sunglass Warehouse , and felix + iris.

AI Helps Marketers Target The Right Customers, Across The Right Channels And Content At Scale

Forrester eCommerce

artificial intelligence (AI) B2C marketing chief marketing officer (CMO) digital marketing email marketing integrated marketing (cross-channel) marketing & strategy AI ROI

Predictions 2019: B2B Marketing And Sales — Mission Possible

Forrester eCommerce

B2B marketing customer experience customer journey customer journey mapping predictions 2019

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How Customer Service Data Can Improve Customer Loyalty


As a marketer, you can never have enough of it. The more you have, the better you know your customers, and the more relevant you can make your campaigns. One area that marketers have typically not had access to is customer support data. Know when NOT to contact customers.

Who Exactly is Your Ideal Ecommerce Customer?


Is your ideal customer: A. A 20-year-old college student who loves football and wants a custom-printed t-shirt with their team’s fight song? As a B2C marketer, you can’t market to everyone or you’ll sell to no one. What makes them happy customers?

The CMO’s Guide To CES 2019: Customer+Brand+Tech

Forrester eCommerce

age of the customer B2C marketing chief marketing officer (CMO) customer experience customer experience strategy digital business marketing & strategyEach thing you see at CES may be wondrous, but after you’ve seen five variations of the same hundred things, the net effect is clutter and confusion. Let me help sort things out.

Marketing Unboxed: How Le Creuset Cooks Up Memorable Marketing


So perhaps it’s no surprise that one of the world’s leading cookware brands also boasts some dazzling marketing tactics. Just how smitten were we with Le Creuset’s cart abandonment strategy, email marketing, retargeting ads, and more? Want even more marketing reviews?

Low Budget Videos, High-Quality Marketing


The post Low Budget Videos, High-Quality Marketing appeared first on Zmags. Yes, we know the struggle is real. And we also know that your budget isn’t unlimited. When it comes to sacrificing resources having […].

Beyond The Hype, AI Will Spark A Marketing Renaissance.

Forrester eCommerce

Marketing technology (martech) vendors are heavily pitching AI. In fact, many marketers use AI without even knowing it, when they use AI-powered algorithms for programmatic ad buying! The reality is that AI will scale existing data-driven marketing approaches and give modern CMOs […]. B2C marketing chief marketing officer (CMO) customer experience AI artificial intelligence Customer Experience (CX) Marketing Marketing Automation marketing innovation

Retailers: Use In-Store Sensor Tech To Understand And Enhance Customer Experiences

Forrester eCommerce

In-store sensor technology, and more importantly their contribution to understanding our in-store customers and businesses, are at a point where it is now truly digitally transforming physical stores and the experiences delivered to […].

Personalized Marketing Equals Better Marketing Results


This true story is one of many examples of personalized marketing failure , or how to really annoy your customers by suggesting products based on vague demographical data such as gender or age. Marketers, you can do better! Gather relevant customer data.

Customer Journey

Rishi Rawat

Nice animated graphic by McKinsey to describe customer journey: Key takeaway: More than half of customers- 58 percent – change brands from one purchase cycle to the next. This means, as marketers, we have plenty of opportunities to acquire new customers.

DiscoverOrg Shakes Up B2B Data Provider Market With Acquisition Of ZoomInfo

Forrester eCommerce

B2B marketing data provider DiscoverOrg announced on February 4th that the company is buying ZoomInfo. Our snap analysis is this is a smart move that shakes up the market and bolsters DiscoverOrg’s position in it. B2B B2B marketing customer data data services

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Align Martech Investments With Your Digital Transformation Strategy

Forrester eCommerce

Customers demand that marketing coordinate with sales, service, and commerce to deliver better experiences. Martech is a direct line to consumer touchpoints, and marketers should embrace and leverage it to drive […].

Amazon Flirts With Banks And Their Customers: Here’s What You Should Do

Forrester eCommerce

Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor. Okay, that’s not exactly what’s happening here, but it sure felt like that to many bank executives who heard the […].

Personalization: Customizing The Shopping Experience


Personalization is a word that’s bandied around constantly in the marketing and ecommerce industry. The post Personalization: Customizing The Shopping Experience appeared first on Zmags. Ecommerce Best Practices customer experience ecommerce marketing technology

Why B2C Marketers Need to Own All Customer Data


In order to do that, you need access to your customer data. Not quite the customer segment you wanted, but you’re on a deadline, so what can you do? What you can do — and what you need to do — is have access and ownership of all customer data yourself. In today’s B2C market, getting your hands on customer data is not optional, but rather an integral part of B2C marketing today. Better understand the customer journey.

These Aren’t The Droids You’re Looking For: B2C Marketers And CDPs

Forrester eCommerce

Six months ago we started a conversation about customer data platforms (CDPs). customer data data management database marketing digital marketing marketing automation marketing technology personalization systems of engagement systems of insight technology

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Email Marketing Inspiration from 100 Top Email Marketing Campaigns


Email is an excellent way to stay top of mind with customers. For marketers everywhere, keeping customers engaged and interested through email is an ongoing task. In fact, in a recent survey, 58% of marketers said it was their number one goal.

Marketers, You Desperately Need A New Mindset

Forrester eCommerce

You have to feel bad for marketers: For years, they’ve tried to keep pace with changing buyer behaviors and adapt to the cross-device and cross-channel habits of their customers.

Nine AI Marketing Use Cases That Have The Potential To Deliver Business Value

Forrester eCommerce

The use of artificial intelligence (AI) in specific marketing applications such as programmatic real-time bidding is now commonplace. Although marketing has yet to adopt it more broadly, new use cases are gathering momentum.