3 Foolproof Tricks to Identify Your Customers This Halloween

Every day is Halloween for brands who can’t recognize their customers. Failing to identify customers across devices and channels is like failing to identify Halloween revelers obscured behind masks and makeup. If you don’t know who you’re engaging, you have no context for interaction, and the conversation inevitably takes a frightful turn. But every day …

3 Tactics for Brand Survival in the Age of the Customer

We are all living in what Forrester Research famously proclaimed “The Age of the Customer.” But some brands are living better than others — for that matter, many are just barely hanging on. The Age of the Customer heralds a decisive, disruptive shift in the balance of marketplace power. Consumers now control relationships with brands, not …

Winning with CX, Part 1: How Top Brands Improve Convenience

There’s no such thing as “convenient enough.” As fast as we learn to swipe instead of type, or tap to pay, we’re already looking for a faster, shinier option — or complaining about why it doesn’t exist yet. Who could possibly can keep up with this unending demand for faster, more hassle-free customer experiences? Guess …

Intimacy Issues Are Tearing the Heart Out of Your Customer Relationship

Note: A version of this post originally appeared on The Future CMO Club website. Want to think less like a marketer and more like your customers? Put yourself in their shoes. One terrific way to know someone better is playing the Never Have I Ever Game. You’ll quickly find there are experiences that most all of …

3 Ways That 1:1 Marketing Will Disrupt Holiday 2017

What do marketers have in common with kids at Christmas? What do marketers have in common with kids at Christmas? For one, we’re inexorably drawn to the latest hot thing. For the kids, there’s always a must-have new toy, like Hatchimals or fidget spinners. And for marketers, it’s usually the latest tech trend, like chatbots …

Hey, Marketers! 3 Retailers to Rip Off This Holiday Season

Amidst record numbers of store closings, can you name three retailers (other than Amazon) that are likely to have plenty of inventory and traffic this holiday season? Our surveillance turned up three brands that look ripe for ripping off: Sephora, Home Depot and Best Buy, all of whom competed in categories that showed above-average growth …

3 Reasons Why Holiday 2017 Success Starts With Your Existing Customers

The average American will buy 14 gifts this holiday season, and nearly half of all shoppers will also purchase something for themselves in the process. How do you make sure your brand gets at least a fair share of that spending? Many brands put all of their holiday planning focus on new customer acquisition. But …

Know Your Customers to Drive Success in Holiday 2017

The adage “Know your customer” has been around for as long as the retail industry. My father was an independent retailer, and he successfully put two children through college through the revenue generated from his single store. His techniques were primitive, but his knowledge unquestioned: he knew his customers and knew what they wanted. This …

Customer Experience: A Do-or-Die Battle for Every Brand

Forrester CEO George Colony opened the recent 2017 CXNYC Forum in New York City by issuing a startling challenge to a room packed with marketers and CX pros from around the country. “All the companies you work for are slowly going out of business,” Colony warned. “There is an existential challenge to all of us …

One More Big Idea for Marketers from Mary Meeker’s 2017 Internet Trends Report (Part 3 of 3)

In keeping with its mission to help brands connect with customers at every critical moment, Signal has distilled venture capitalist Mary Meeker’s recent 2017 review of internet trends into a few big ideas for marketers. You can read about our first big idea here: Customer Conversations Beyond the Keyboard. Our second’s here: The Intersection of Addressable …