I had a wonderful time in October participating as ICMI's first guest on it's new show, First Friday Fireside Chat. You guessed it - the show is on the first Friday of each month on Facebook. The show covers all things customer service and beyond. We talked about customer experience (CX). I was asked about [...]
This week, I read an online comment that Customer Experience is a part of Customer Success. Customer Success professionals believe customer experience is a subset of customer success. Customer Experience professionals believe customer success is a subset of customer experience. Each discipline has its own idea. The Customer Experience vs. Customer Success debate has been an interesting [...]
I had the wonderful opportunity to attend the Growth Marketing Conference in San Francisco last week. If you work in growth marketing, attend the conference at least once. I was happy to hear that the conference was going to be all about engagement and relationships. This makes sense because growth marketing is all about engagement and [...]
I've been reading posts about how Customer Experience is the new Marketing. Is it? The Difference Between Customer Experience and Marketing The definition of Marketing, per Merriam-Webster, is: "the process or technique of promoting, selling, and distributing a product or service" Dr. Philip Kotler defines Marketing as “the science and art of exploring, creating, and [...]
This month, eMarketer published a post citing results from an April 2014 study conducted by VisionEdge Marketing and ITSMA. eMarketer noted that 85% of marketers worldwide said the pressure to measure marketing’s business value and contribution had increased. eMarketer cited another study in the post, one conducted by ifbyphone in May 2014, which indicated that much of [...]
