Tag Archives: Customer Experience Research

Content Across the Ages

Posted on January 21, 2018 by Lorena Harris

In his recent MarketingProfs article, “The Brand-Content Preferences of Different Age Groups,” Ayaz Nanji examines HubSpot survey data and concludes that every age segment has different content preferences. Seems we all consider videos “the most memorable type of brand content.” … Continue reading →

Posted in B2B Marketing, Channel Preference, Content Marketing, Customer Behavior, Customer Experience, Customer Experience Research, Customer Segmentation, Digital Marketing | Tagged , , , , , , , | Leave a comment

Marketing Megatrends for 2018 – A Lot to Digest

Posted on December 2, 2017 by Lorena Harris

According to Matthew Sweezey’s 11/29/17 article in MarketingProfs, we can expect “Five Marketing Megatrends for 2018”. I’ve digested and summarized those megatrends below. But are these attainable for companies without mega-budgets? Let’s examine: Context Replaces Advertising as a Growth Lever … Continue reading →

Posted in B2B Marketing, Channel Preference, Customer Behavior, Customer Experience Research, Customer Segmentation, Digital Marketing, Marketing Automation, Social Media CRM | Tagged , , , , , , , , | Leave a comment

Personas Backwards and Forwards

Posted on April 7, 2017 by Lorena Harris

Published on LinkedIn October 30, 2016 The longer I navigate large B2B companies, the more I observe the same marketing projects being kicked-off over and over again. New people come in looking for something to champion within that magical first ninety … Continue reading →

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Distracted By Bright Shiny Objects

Posted on April 7, 2017 by Lorena Harris

Published on LinkedIn April 15, 2016 This Adobe 2016 Digital Trends Infographic poses some interesting questions. Consider a few key data points from it: 90% of the 7k executives surveyed say Data-Driven Marketing is the top strategic priority for 2016 46% think Strategic Thinking … Continue reading →

Posted in B2B Marketing, Customer Experience Research, Digital Marketing, Marketing Automation, Uncategorized | Tagged , , , | Leave a comment

Content Marketing at Convergys 2007-2010

Posted on November 11, 2014 by Lorena Harris

Content Marketing has been an area of significant focus in my roles since 2005. At ADP, Convergys, and Vantiv I developed successful thought leadership campaigns centered around primary research on customer experience within each industry.  A thought leadership program positions … Continue reading →

Posted in B2B Marketing, Content Marketing, Customer Behavior, Customer Experience, Customer Experience Research, Digital Marketing, Thought Leadership, Uncategorized | Tagged , , , , , , | Leave a comment

More Thoughts on Thought Leadership

Posted on August 19, 2012 by Lorena Harris

Whether you call it “thought leadership” or “content marketing”, such a program has three main goals for a B2B services company: Improve brand awareness Position the company as an industry thought leader Generate qualified leads and start client conversations that … Continue reading →

Posted in B2B Marketing, Content Marketing, Customer Experience Research, Financial Services, Thought Leadership | Tagged , , , , | 1 Comment

One Bad Experience

Posted on March 18, 2012 by Lorena Harris

This time my husband wrote the blog entry for me.  Actually he wrote the following account of a bad experience to place on a restaurant’s Facebook page.  You’ve probably all written one like it – or intended to after a … Continue reading →

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Social Media CRM, Uncategorized | Tagged , , , , | Leave a comment

Customer Experience in Financial Services – Part 2: Credit Card Issuers

Posted on October 2, 2011 by Lorena Harris

Even with all the publicity surrounding last year’s Dodd-Frank financial-reform legislation and the pending Durbin Amendment fee controls, the public doesn’t generally differentiate between the major card networks (Visa, MasterCard), bank-issued cards, or the processing networks behind these. But the … Continue reading →

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Financial Services, Uncategorized | Tagged , , , , | Leave a comment

Customer Experience in Financial Services – Part 1: Banks

Posted on September 25, 2011 by Lorena Harris

What’s different about customer experience in the banking and credit card industries? Glad you asked. The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, in general, consumers place greater emphasis on “customer service” than on price when evaluating … Continue reading →

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Financial Services | Tagged , , , , | 1 Comment