To keep pace with the rapid, permanent shift in consumer behavior accelerated by the COVID-19 pandemic, organizations are adopting a “digital-first” mindset in which they
We’ve spoken at length about the power of the micro-moment. Highlighting the influence of these small pockets of time in which you have your customer’s undivided
Understanding the customer journey is a critical step for business success. This 5-stage process provides many touchpoints, and articulating how current and potential customers interact
In the past year, how many blogs would you say you’ve read that relate to digital transformation? Go ahead, take a guess. Chances are, that
Since the dawn of time, or at least the dawn of email, marketers have debated the efficiency and effectiveness of direct mail channels. Their main
If we’ve said it once, we’ve said it a thousand times, but this bears repeating: Mass communication does not work. As consumers, we expect relevant
Defining attention as a scarce resource for which demand has far outweighed supply, sheds some light on the strategic transformation brands must undergo in order
The line between CX and CEM can, for obvious reasons, be a little blurry at times. Decidedly more so as brands intermittently exchange terminology based
Identifying those moments of friction is the first step in delivering on your customer experience promise. And the best place to start? Talking to your
The reality is, print can continue to work alongside – and enhance – your digital efforts by stimulating the research and buying process of the
