The true value of customer journey mapping
By Stephen Shaw The growing number of channels and devices has made it hard for companies to deliver a unified customer experience across touchpoints. Journey mapping gives companies a fighting chance to tame the complexity and catch up to the rising expectations of customers. The practice of customer journey mapping …
Why CRM matters more than ever
The growing importance of CRM in the age of AI and IoT By Martin Schneider We are seeing the Internet of Things (IoT) change the way we interact with the items we use every day and with the companies that deliver to and through these devices. This disruption and transformation …
Loblaw Companies, Imperial team up on points
BRAMPTON–Loblaw Companies Limited and Imperial are teaming up to allow PC Optimum members to earn points at more than 1,800 Esso stations on eligible fuel purchases, convenience store products and car wash services. The PC Optimum program is already available at Mobil stations. “We introduced the PC Optimum program to …
Five Traits of Customer-Obsessed Companies
by Mandeep Singh Kwatra, VP of Solutions and Capabilities and CX Strategy Services Leader, HGS Today’s customers evaluate a company on the experience that they receive. The entire sales cycle (pre-sales, purchase, and post-purchase) experience is as important to them as the actual product or service. Today’s multi-tasking customers are …
New Nielsen program tracks “behaviour in the digital age”
MARKHAM–Today, Nielsen announced the Canadian launch of the Nielsen Connected Partner Program. The Nielsen Connected Partner Program is an industry first solution that helps companies easily connect their network, discover new Connected Partners, and utilize the most robust measurement data in the world. This data ecosystem allows Nielsen Connected Partners to shift from managing and …
Reducing churn, increasing profit
New study shows companies place more emphasis on winning new customers rather than keeping existing ones, leaving revenue on the table The growing influence of online subscription masters like Netflix and many other newcomers with products ranging from baby diapers to snowboards and luxury cars are driving a clear shift …
The intersection of CRM and print
The constant change in marketing technology has demanded an “always in beta” approach. With e-commerce and digital marketing growing so rapidly, I’ve had to rethink the intersection of data and print. My conclusion is that the richest opportunities are realized when we bring together the best of the benefits of …
The future of customer relationship management
“CRM tech is about to make a series of leaps,” suggests Jonathon Millman, the founder and president of Shift CRM. Millman believes that the new technologies we’re seeing now are the first taste of the future. Industry-tailored, cost-effective, time saving, fully automated, endlessly integrated—the CRM of 2027 is the …
Square turns receipts into a communication channel in Canada
TORONTO — Square Feedback is now available to Canadian businesses, turning digital receipts into a powerful communication channel between buyers and sellers. All Square sellers are now able to receive feedback directly from their customers through their digital receipt. A seller’s ability to know what customers think in real time can …
If your email marketing has more than 21 character subject lines, you may be lowering response
CHICAGO–Subject lines under 21 characters generated a 31 percent higher-than-average open rate, yet they account for less than 5 percent of all email subject lines, according to new data from Yes Lifecycle Marketing. In the newly released, “Subject Line Benchmarks: How Length and Personalization Impact Email Performance Across Message Type …