Engagement

Engagement topicsCustomer engagement is all about creating a bond between a brand and its audience, and the AMA offers a plethora of information, expert insights and educational opportunities to help you accomplish that aim.

Below yo​u'll find links to the latest engagement-focused AMA events; magazine and journal articles; podcasts, webcasts and videos; and resources including case studies, white papers, and interactive tools and templates.​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​

What?​ CX originates from disparate sources … Market research, EFM, call centers and NPS are some of the component parts of CX as we know it today … Today, with a call to “bring down the …
Authors: Dave Fish and Brian Keehner Date: 8/31/2018  

By: Rick Kieser and Kellan Williams … Consumer data is key to business decisions and verbatim responses are often under-utilized due to the cumbersome nature of unstructured data …
Authors: Rick Kieser and Kellan Williams Date: 8/31/2018  

Many companies believe exceeding customer expectations is the surest way to positive customer experience and increased sales … Research shows that it is difficult to sustain …
Authors: Vikas Mittal Date: 8/21/2018  

The AMA is pleased to provide our members with this special webcast series as one of the many benefits we offer … This series will feature various subject-matter experts giving robust …
Authors: Alli Libb Date: 8/2/2018  

The customer experience discipline has greaty evolved over the last 30 years, and artificial intelligence is poised to continue driving that transformation … This article is the first in …
Authors: Dave Fish and Brian Keehner  Date: 6/5/2018  

B-to-B companies must satisfy their customers’ needs to improve sales and margins by executing on six competencies that create customer value … B-to-B companies run the risk of emulating …
Authors: Vikas Mittal Date: 5/30/2018  

Learn how to end silos before they start Understand which tactics allow you to deal with the unexpected Discover how to end paralysis by analysis Find out which methods get you and …
Authors: Wrike Date: 4/20/2018  

Virtual support communities are digital ecosystems ripe with opportunity for marketers to understand consumers … Community members often feel liberated to share honest feedback in the …
Authors: Sarah Steimer Date: 3/26/2018  

Promo codes are a valuable part of most retailers’ marketing mix … They can help marketers hit sales targets, acquire new customers without losing money and move surplus inventory …
Authors: Sarah Steimer Date: 3/26/2018  

The internet allows brands to reach a range of audiences and tailor messages to differemt literacy levels, cultural orientations and channel preferences … Growth in the use of digital …
Authors: Ameli Burke-Garcia Date: 3/20/2018  

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