Develop an Engagement Strategy That Prioritizes Employee Satisfaction and Recognition

What does it take to convey that your company cares for its employees like family? Here are the four building blocks for an effective engagement strategy.

Dear CMO: Sorry, But We Need a CVO (Customer Value Officer)

Next-gen CMOs need to fully understand customer value and how they can create greater amounts of it using data and analytics as strategic enablers.

You’ve Defined Your Brand’s Flaws and Foibles — Now You Need An Effective Corrective Action Plan

What goes into creating an effective corrective action plan exactly? Follow these five steps as you draft your company’s strategy for success.

Want to Capitalize on Customer Service Excellence? These 14 Key CX Marketing Activities Can Help.

Your brand’s superior service could be your biggest competitive differentiator—but you’ll need to learn how to convey your CX strategy to customers and prospects first.

How to Bridge the Gap Between Marketing and Sales

Instead of pitting sales and marketing against each other, it’s time to embrace what some are calling “smarketing,” the combination of sales and marketing into one department.

The Unsustainable Cost of Free Returns

A 95 percent spike in e-commerce returns is prompting brands from Amazon to Nordstrom to re-evaluate lenient return policies.

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Why Customer Experience Management is Critical in Business