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Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)
 

Marketing Studies

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Customer Experience
Customer Loyalty
Knowing The Customer
Marketing Know-How
Marketing Technology


50/165 pages

491.  
Businesses still anti-social despite the social world
The majority of organisations of all sizes across B2C and B2B markets are currently blind to the opportunities and threats associated with social media and its role in marketing, according to global research from Satmetrix. The company's social media...

492.  
Lack of strategy hinders cross-channel marketing
Companies are in the early stages of taking an integrated approach to their marketing, according to new research published by Econsultancy in association with Responsys. The first Cross-Channel Marketing Report highlights the wide range of different...

493.  
Most Brits feel more loyal with a card
Half of the UK's adults are more likely to make a purchase from a store or brand if it offers a loyalty card scheme, according to a study by card maker Plastic Card Services, which found that two thirds of British consumers said loyalty schemes make...

494.  
Top customer experience tips for retailers
With falling sales figures and the high street in financial turmoil, providing a truly excellent customer experience has never been more essential for retailers, according to research firm Rapide, which suggests several ideas to leave customers feeling...

495.  
Cloud CRM soars past in-house platforms
Businesses are reporting high levels of confidence in cloud-based CRM systems, with more than half saying they see better value from these systems than from their in-house equivalents, according to recent research from cloud CRM provider Really Simple...

496.  
Consumers won't engage until trust is established
With a wealth of information available online, trust has become a crucial tool that consumers use to sort and prioritise all of that information, according to the 'Trust Factor' report conducted by About.com in collaboration with Latitude. The report...

497.  
Predictive NPS could help eliminate surveys
The US-based enterprise analytics firm Mattersight has expanded its existing Behavioral Analytics service by adding Predictive Net Promoter Score (NPS) Analytics. The new Predictive NPS Analytics module automatically predicts the NPS score that a...

498.  
Can a blog actually replace brand marketing?
Two thirds of marketing professionals in the UK consider it very important to monitor and manage their online reputation, and more than half believe that channelling marketing communications through a blog is 'quite' or 'very' realistic, according to a...

499.  
Study predicts evolution of VoC programmes
Large companies with 'voice of the customer' (VoC) programmes have dedicated an average of three to five full time employees to them, according to a study by Temkin Group. The research report, entitled 'Prepare For Next Generation VoC Programs', showed...

500.  
Study cites marketing automation's true benefits
Two thirds of companies with integrated marketing automation are outgrowing their competitors compared to only 50% of those companies without marketing automation, according to the 2012 B2B Lead Gen Marketing Effectiveness Study from Lenskold Group and...

50/165 pages

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)
 
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