We've written 15 articles about customer experience

3 Ways Marketing Inefficiency is Costing You Money

Content is the lifeblood of modern marketing, so it’s no surprise that three top money-wasting marketing inefficiencies are content-related. Read More

Why Customer Experience Goes Way Beyond Social

Marketers have long defined brands in terms of experiences. Here at Percolate we like to think of brand as the sum of all the interactions a person has with your company, its content, its products, and its people. Read More

Use Gartner’s “Marketing Resource Management 2.0” to Complete Your Marketing Stack

Outlining the requirements of a marketing stack is the most foundational challenge for IT leadership and marketing technologists. Read More

Designing Brilliant Customer Experiences in the Sharing Economy

Earlier this month, Percolate teamed up with Denise Lee Yohn, author of What Great Brands Do and Extraordinary Experiences, to deliver a webinar, Beyond Branding: Designing Brilliant Customer Experiences. Read More

Six Lessons on Efficient, Consistent Customer Experience

The most successful marketing departments today sit at the center of the organization — and they stay there by centralizing resources for the benefit of the whole company. Read More

The Seven Qualities of World-Class SaaS Companies

For nearly ten years prior to joining the product team at Percolate, I was at Workday. Read More

Should You Still Have a Social Media Team?

In my last job, I worked in a ‘social media hub’ at head office. Read More

4 Must-Haves to Transform Complaints on Social into Marketing Opportunities

If brands had a choice in the matter, they’d opt to never annoy their customers. Read More

Customer Service on Social Media: Going Above Response Management

It can be tough to respond to customer complaints. That’s as true for the 16-year-old movie theater employee who has to explain that the popcorn machine is broken (I’ve been there) as it is for the social media manager who’s fielding reports from customers thousands of miles away. Read More

Marketing as Architect of the New Buyer Journey

I joined Percolate to help brands use customer insights and technology to create new, personalized experiences for their audiences. Read More

Did Harvard Miscalculate the Value of Customer Relationships?

[Spoiler alert: The short answer is no, Harvard didn’t, but a contributor to Harvard Business Review likely did. Read More

The Formula for Making Clients Happy – Part 2

In my last post, I explained the first phase of my professional development on the Client Solutions team at Percolate. Read More