Will Marketers Finally Give Up on Personalization?
Mastering the practice of personalization can seem overwhelming for marketers, leaving them to wonder whether the cost and effort is worth the trouble. But giving up on the dream of one-to-one marketing would be a shame. By Stephen Shaw When the era of Big Data dawned in the early 2000s …
Here’s How to Tackle an Issue
By Crystal Hyde As a public relations/corporate communications strategist, I have spent a career working with extremely talented marketing communications leaders and always admire the way they look at the world — with creativity and focus that pinpoints target customers and speak directly to them, motivates them to act, connects …
Customer Engagement and the Pandemic: How to Adapt and Thrive
By Jeff Gallino Businesses have experienced many disruptions over the last several months, but few departments have faced the challenges that the contact center has endured. Between a sudden shift to remote work, an influx of calls with urgent and sensitive requests, more vulnerable customers and workforces, and a wider …
How to Utilize Payment Platforms to Drive Engagement & Earn More Revenue
By Susan Perlmutter The pandemic has changed how we live, work, and the way we communicate. The financial industry, particularly, has faced some difficult issues, including payment processing delays, loan approval backlogs, and overall accessibility. Financial institutions have been inundated with customer service inquiries and have scrambled to provide timely …
Mintel rolls out global system to understand, compare consumers worldwide
TORONTO, ON–Mintel, the expert in what consumers want and why, has launched Mintel Global Consumer – a new innovative research tool allowing brand owners, marketers and suppliers to quickly understand and compare consumer attitudes and behaviours across the world’s 35 leading consumer markets. The bi-annual survey of 35,000 people offers …
The Value of Integrated DRTV and Marketing Channels in the Era of COVID-19
By Adam Seaborn It’s no secret that during an economic downturn, business will be faced with choices of where to cut spending and allocate resources. Decreasing your advertising spend should be your very last resort. The short-term cost saving of cutting advertising spend will have long term effects that both …
Consumer Trends in Online Retail Continue to Shift During the Coronavirus Pandemic
By Ryan Williams, With yet another month of social distancing behind us, we took another look at the performance of online retail during the coronavirus pandemic. Following up on a prior blog, where we focused on the CPG/Grocery, Home Furnishings, Consumer Electronics, and Events & Tickets categories, we are seeing …
Good Client Relation Management in a Crisis is Paramount
By Colin Taylor Approaching day 80 of the COVID-19 shutdown, there has been a lot of discussion around what COVID-19 has done to our society, our economy, our elderly and; if you live in my little corner of the world; our customer experiences and contact centers. Contact centers for many …
Customer Experience: Is it better to Optimize or Maximize?
By John Bardawill In an age where digital reigns supreme, it’s not uncommon to see organizations enhancing their customer experience by using social media, e-commerce and web channels. Depending on the strategy behind the efforts, this can have mixed results. Take the example of a popular Canadian outerwear retailer. The …
How Marketers Have Responded to COVID-19
By John Wiltshire Marketers play an important role in supporting our communities. They can inspire those in a position of strength to support those in need. It is this call to action that has provided the passion, commitment and resiliency that will lead organizations through this unprecedented event and help …