Measuring your customer experience takes careful planning, a solid infrastructure, and clearly articulated metrics for success. These metrics are often created by looking at what the business needs, not at how the customer perceives success. We can sometimes get so focused on achieving our business key performance indicators (KPIs) that we lose sight of the central part of CX in the first place: the customer.

While your organization's leadership may all be in agreement that investing in customer experience is important, they may not always understand the far-reaching implications of an optimization effort. After all, unlike other more siloed efforts such as marketing campaigns or IT infrastructure enhancements, customer experience touches nearly everyone in your organization.

In a busy organization with many competing priorities, it can often be difficult to stay focused on even the most important aspects of keeping a business performing exceptionally. Customer experience (CX) platforms often involve many different teams across an organization, and thus it’s critical to ensure a big-picture view is kept. Too often, teams can get too concerned with measurements and performance in their silo within the organization, but truly successful CX platforms are built, measured and optimized holistically.

I’m proud to announce the launch of my new podcast entitled The Agile World. It will provide marketers, branding professionals, digital strategists, and customer experience experts a fresh perspective on the continually evolving dynamic between brands and consumers.

Using both existing and new data strategically and effectively is key to any bank’s success. In this article, we’re going to discuss a few ways that you can do this for your organization.

It’s not enough to simply make a great product, or offer an amazing service. It’s also not enough to simply engage with our audiences on a regular basis. There needs to be something more, and truly successful brands have tapped into this.

Interested in learning more about providing better customer experience, tying marketing technology with great strategy and creative through agile practices? Then this is the event for you.

Join AAFB and Greg Khilstrom, SVP of Digital at Yes& and author of The Agile Brand and The Agile Web for an introduction to all things agile followed by a panel discussion featuring local Baltimore advertising and marketing luminaries on February 21!

We live in a world of big data, where endless amounts of information can be stored in the cloud at an ever-decreasing cost per byte of storage. While this may sound great to data-driven marketers, the blessing of cheap storage and increasingly simple application programming interface (API) connections between data sources can quickly enough turn into a curse of too much information and not enough time to sort through it all.

While there are a lot of great sources of information for the absolute latest and greatest insights on Google’s latest algorithms, there are a few concepts that aren’t changing anytime soon and thus can make this a more evergreen look at search engine optimization. I refer to this as “timeless SEO” because they are concepts that are not going anywhere soon, and fundamentals of a strong search engine marketing strategy.

The value of optimizing your customer experience is clear to most brands and marketers. Increasing loyalty, reducing customer service costs and increasing revenue growth from retained customers are three big reasons, in addition to many others.

It is important for marketers to know and understand how search affects consumers and how they learn about your products, research before purchasing, and behave before and during their intent to acquire or buy your goods or services. This article is based on a chapter from my ebook Ever Seeking: a History and Future of Search.

It is important for marketers to know and understand how search affects consumers and how they learn about your products, research before purchasing, and behave before and during their intent to acquire or buy your goods or services. This article is based on a chapter from my ebook Ever Seeking: a History and Future of Search.

A key aspect of optimizing your customer experience is creating a consumer-centric mindset both in your organization and throughout the buying process. Doing this well requires listening to the way consumers are talking about your brand and its products or services, as well as their needs and requirements, commonly referred to as the voice of the customer, or VOC.

We are moments away from the answer to any question we might have. Who starred in that movie? Where should I eat for dinner? How soon can I get a product delivered to my house? With over 6,586,013,574 searches a day worldwide[i] and growing steadily as it expands across channels and methods such as voice-activate, search has become the way we find information or remember key facts.

Measuring the customer experience is definitely not as simple as measuring the results of a single tactic such as a website, email marketing campaign or in-store sales. The big challenge with measuring customer experience is that it needs to take into account all of your touch points. The opportunity is worth it, though, as it can show you how small improvements in specific points in the journey can make a huge difference.

Is it too soon to make a prediction for 2020?  We generally only think about the year immediately ahead, but while I was making my 2019 predictions for marketers, I realized that the next year was becoming clearer and clearer. 2020 will be the year of identity.

It’s once again the end of one year and the beginning of another. And with it, a chance to reflect on the previous 12 months as well as an opportunity to look forward into the next.  Inevitably, this leads to recaps, predictions, and many other ways to make sense of time passing.

Customer experience doesn’t just affect a single marketing channel or department within a company. Thus, unlike many other types of measurement and analytics efforts, building a customer experience measurement plan takes the efforts of many different parts of an organization. I should know; my agency works with clients to create custom customer experience measurement strategies and plans. This process can be divided into five steps.

I spend a lot of time explaining fairly technical people to people with a wide variety of technical knowledge. That’s just part of my job, and it’s quite interesting. It teaches me a lot about the subject matter to be able to explain it to people with varying levels of understanding. Inevitably, however, some of my descriptions are going to devolve into the usage of what many refer to as “buzzwords,” so here is my defense of them.

I am quoted in this article by ScaleFast regarding my expertise in personalization:

No matter which approach you go with, digital strategist Greg Kihlstrom recommends maintaining realistic expectations, testing your efforts and optimizing along the way. “While you may want every touchpoint in your customer experience to have some method of personalization, the only way to truly understand the effectiveness of what you are doing is to make sure there is a good test for each,” Kihlstrom says.