Customer Experience
Tagging the latest customer experience insights to deliver what matters to you most. ProKarma posts content that connects people, businesses and organizations with intelligence resources for the greatest success.
How leading marketing executives tackle MarTech
This article was entered into The Hackies essay contest for the upcoming MarTech conference. Like it? You can register your vote in the contest by sharing it on social... Read more
Is customer loyalty overrated? Our loyalty experts weighs in
In a recent article in the Harvard Business Review, the title says that “Customer Loyalty Is Overrated.” “The death of sustainable competitive advantage has been greatly exaggerated,” the article... Read more
Moments of truth: Designing for real-life patient experiences
Imagine rushing to the hospital with a life-threatening emergency and not being able to find the information you need to get there. Imagine having your child’s life hang in... Read more
How to ask your boss for a million bucks
As more and more interactions become completely screen-based—including customer self-service and customer support—your customer’s digital experience is becoming inextricably linked with their overall perception of your business. And you know those... Read more
Four ways to grow sales with Pardot marketing automation
It’s no secret that today’s buyer’s journey looks much different from years past. Buyers are in control, and they want all the information they need to make an informed... Read more
Customer journey mapping: Avoid these three common pitfalls
Customer journey mapping, the process of visualizing a brand’s customer experience through the eye of the customer, has become a widely adopted methodology by companies who strive toward customer-centric... Read more
Using Salesforce Communities and Pardot to grow channel sales
A whopping 89 percent of marketers surveyed by Gartner expected to compete on customer experience in 2016. To meet changing expectations, leading CMOs are rapidly innovating the buyer’s journey... Read more
Customer journey mapping: Aligning brand, management, and ops around the customer
Customer journey mapping is a technique central to the CX design process. It leverages customer insights data to develop a compelling visualization of the customer’s entire brand experience. This... Read more
Closing the Customer Data Gap
Most of us talk a good game about customer-centricity and using data (big or otherwise) to deliver personalized experiences that give customers what they need before they even ask.... Read more
Getting Your B2B Net Promoter Score Program on the Right Track
Net Promoter Score (NPS) programs can be powerful tools for B2B firms to drive customer loyalty, growth, and profitability. Research shows improved NPS performance for B2B firms correlates strongly... Read more