At the 2015 ITSMA annual conference, we considered, "If it is all about the customer experience, why are we still pitching?" We share the key takeaways from our discussion with Janis Fratamico, Director, Relationship Marketing at Bloomberg and David Coates, Director, Customer Programs at Iron Mountain, about relationship-based engagement...and four ways your can help your organization work from a customer point of view.

With the rise of online retailers, consumers don’t have a reason to rush out after they eat their turkey dinner; they can sit back, relax and shop online from the likes of their home, and still enjoy those Black Friday savings.

50% of B2B Customers are not satisfied with how they are marketed to and look to vendors to build stronger customer experiences.

At Farland Group, we hear the term “differentiated customer experience” frequently during our calls with clients. Businesses are constantly looking for ways to “wow” their customers and give them a compelling reason to revisit their store, click on their website or make a purchase.

Building a remarkable, memorable, meaningful, pick a positive adjective—customer experience is what marketers are chasing today. And it isn’t just marketers—CEOs place building compelling customer experiences as their number one priority.Why is this such a difficult challenge to tackle?

The Net Promoter Score (NPS), has provided marketers and customer experience leaders with one way to determine how customers feel about their products and services. It was – however – never intended to lead to the instant star ratings and recommendations on-demand that our digital world has built

Businesses today are moving through a lot of change, but this is distracting employees to focus internally and forget about customer engagement approaches that are needed to retain and grow the business.