CIM Academy Customer Experience
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CIM Academy Customer Experience
The latest articles and blog content for marketing professionals, sales professionals and students of our marketing qualifications
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Service Blueprints - Communicating the Design of Services

Service blueprints were first described by Lynn Shostack, a banking executive, back in 1982 in the Harvard Business Review. They’ve become popularized over the last few years as service design has grown as a profession.
CIM Academy's insight:
A service blueprint is, in essence, an extension of a customer journey map.
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What are Buyer Keywords and How Do You Find Them?

What are Buyer Keywords and How Do You Find Them? | CIM Academy Customer Experience | Scoop.it
Buyer keywords are phrases people search for when they are ready to buy a product or service. Targeting them in content helps you reach qualified audiences.
CIM Academy's insight:
An insight into buyer keywords.
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Why all search ads seem the same (and what you can do about it)

Why all search ads seem the same (and what you can do about it) | CIM Academy Customer Experience | Scoop.it
Want to create search ads that stand out from the crowd? Columnist Pauline Jakober explains how a thorough examination of your business and its customers can help you create original and engaging ads.
CIM Academy's insight:
This article outlines different ways to create innovative and targeted search adverts.
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How to Use Pinterest to Build Your Online Brand

How to Use Pinterest to Build Your Online Brand | CIM Academy Customer Experience | Scoop.it
A social media marketing strategy is key to building a strong online brand. For many businesses, Pinterest has become an important part of that strategy.
CIM Academy's insight:
This article highlights Pinterest as a tool to build online brands
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5 Ways Customer Journey Mapping Can Transform Your Business Right Now | CustomerThink

5 Ways Customer Journey Mapping Can Transform Your Business Right Now | CustomerThink | CIM Academy Customer Experience | Scoop.it
CIM Academy's insight:
This article highlights some insightful customer journey mapping tips.
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What you can learn about omnichannel marketing from Ferris Bueller

What you can learn about omnichannel marketing from Ferris Bueller | CIM Academy Customer Experience | Scoop.it
Deloitte Digital uses successful 1980s film to investigate what the key pillars are to successful omnichannel experiences
CIM Academy's insight:
Omnichannel excellence isn’t just about automation
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Business Owners: Turn Your Online Brand Experience into Customer Nirvana

Business Owners: Turn Your Online Brand Experience into Customer Nirvana | CIM Academy Customer Experience | Scoop.it
Today’s customers are connected customers. They’re active on social media, they engage with the brands they love on Facebook, Instagram, Snapchat, and other social platforms, and they’re always…
CIM Academy's insight:
This article provides insights to improve online customer experience
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Digitize the Customer Journey | JCK

Digitize the Customer Journey | JCK | CIM Academy Customer Experience | Scoop.it
JCK Magazine offers readers expanded coverage of the most important jewelry industry issues and style trends impacting their businesses.
CIM Academy's insight:
This article suggests that digitising the customer journey is the next logical step.
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When, Why and How to Gate Content Along the Customer Journey

When, Why and How to Gate Content Along the Customer Journey | CIM Academy Customer Experience | Scoop.it
In early 1996, Bill Gates wrote an essay entitled Content is King. Twenty years later, and after the explosion of content megacarriers such as BuzzFeed, Facebook, YouTube, and many of our own company…
CIM Academy's insight:
The impoertance of the customer journey is discussed in this article.
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Customer experience goals remain elusive for B2B marketers, but top performers look to good content

Customer experience goals remain elusive for B2B marketers, but top performers look to good content | CIM Academy Customer Experience | Scoop.it
With continued emphasis on 'customer experience' (CX) across brands, channels and technologies, B2B marketers are stil
CIM Academy's insight:
This article suggests that organisations dont know what their customers really want.
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How Brands Are Using Live Streaming Video Successfully

How Brands Are Using Live Streaming Video Successfully | CIM Academy Customer Experience | Scoop.it
Live streaming video is a powerful new tool in the marketing toolbox. Here's how brands are implementing it successfully.
CIM Academy's insight:
Video is playing an increasingly important role in marketing
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The Real Way to Get More Customer Feedback

The Real Way to Get More Customer Feedback | CIM Academy Customer Experience | Scoop.it
Asking customers to call for help isn't effective when attempting to get more feedback. Here's a better way.
CIM Academy's insight:
Collecting feedback is a key step to gain meaningful customer insights.
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How Brands Are Using Live Streaming Video Successfully

How Brands Are Using Live Streaming Video Successfully | CIM Academy Customer Experience | Scoop.it
Live streaming video is a powerful new tool in the marketing toolbox. Here's how brands are implementing it successfully.
CIM Academy's insight:
This article highlights the importance of video in marketing communications.
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10 ways to respond to online reviews

10 ways to respond to online reviews | CIM Academy Customer Experience | Scoop.it
ReviewPro CEO and founder RJ Friedlander gives his 10 top tips for hoteliers and restaurateurs responding to online reviews.
CIM Academy's insight:
Tips to improve social listening and responding
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70% of consumers will leave a review for a business when asked

70% of consumers will leave a review for a business when asked | CIM Academy Customer Experience | Scoop.it
Want to get inside the minds of potential customers for your local business? Columnist Sherry Bonelli shares insights from BrightLocal's annual Local Consumer Review Survey.
CIM Academy's insight:
Testimonials are key in social environments. This article highlights the importance of asking,
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Survey: Half of Marketers Struggle to Understand Customer Journey | KoMarketing

Survey: Half of Marketers Struggle to Understand Customer Journey | KoMarketing | CIM Academy Customer Experience | Scoop.it
A new study by Millward Brown Digital found understanding a customer’s omnichannel journey remains a challenge for marketers.
CIM Academy's insight:
This article highlights how omnichannel marketing helps to optimise the customer journey.
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Knock Down Silos to Map the Customer Journey - Chiefmarketer

Knock Down Silos to Map the Customer Journey - Chiefmarketer | CIM Academy Customer Experience | Scoop.it
The key to creating the best customer journey is data. Data needs to reflect more than just past purchase or click behavior. It needs to provide context.
CIM Academy's insight:
Cultural silos are preventing accurate customer mapping.
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Loyalty Marketing Best Practices in 2016 | CustomerThink

Loyalty Marketing Best Practices in 2016 | CustomerThink | CIM Academy Customer Experience | Scoop.it
Loyalty marketing has grown increasingly important over the last several years.
CIM Academy's insight:
Customer-centric websites are key, according to this article.
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The Importance of Focusing on the Customer Journey

The Importance of Focusing on the Customer Journey | CIM Academy Customer Experience | Scoop.it
Our modern world is being devoured and shaped by the new Millennials that define every facet of our lives with their own terms and conditions. Yet, many of us marketers, old style and rigid to some e…
CIM Academy's insight:
Understanding the customer journey can help to increase customer experience.
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The importance of micro-moments: The mobile customer journey

The importance of micro-moments: The mobile customer journey | CIM Academy Customer Experience | Scoop.it
Columnist Jim Yu explains how smart marketers are utilizing search data to better serve mobile users and beat out the competition.
CIM Academy's insight:
This article looks at the mobile customer journey.
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Building The End-To-End Customer Journey

Building The End-To-End Customer Journey | CIM Academy Customer Experience | Scoop.it
For today's Modern Customer Podcast we are joined by Erin Walline, the new Executive Director of Global Customer Programs for Dell.
CIM Academy's insight:
Creating a customer journey is key to success.
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A Great Customer Experience is More Than Just Great Customer Service

A Great Customer Experience is More Than Just Great Customer Service | CIM Academy Customer Experience | Scoop.it
We’ve heard it all before. “The customer is king” “Our greatest asset is our customers” “Make a customer, not a sale” We’ve all been educated about the importance of great customer se…
CIM Academy's insight:
Customer service is everyone's role, according to this article.
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How to Build a Customer Journey Map that Works | CustomerThink

How to Build a Customer Journey Map that Works | CustomerThink | CIM Academy Customer Experience | Scoop.it
How to Build a Customer Journey Map that Works https://t.co/SDxiGAcqTc
CIM Academy's insight:
Tackling the customer journey touch-points is key!
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Greater Investment for Customer Experience Initiatives Urgently Needed

Greater Investment for Customer Experience Initiatives Urgently Needed | CIM Academy Customer Experience | Scoop.it
Investment in an improved customer experience is not reflective of channel shift being made by digital banking consumers.
CIM Academy's insight:
This article highlights the importance of measuring customer expectations.
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How to Use Your Social Media Team for More Than Just Marketing : Social Media Examiner

How to Use Your Social Media Team for More Than Just Marketing : Social Media Examiner | CIM Academy Customer Experience | Scoop.it
Are you fully leveraging the power of your social team? Discover four ways your social media team can contribute to the success of your business.
CIM Academy's insight:
Insights for social media experience
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