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Keeping the Person In Personalized Online

The lockdowns put in place during the spring hit brick-and-mortar stores hard. All but the ones deemed essential were forced to stay closed for months and had to scramble to shift their usual customers to their online platforms. It was a particular challenge for stores to deliver the personalized customer service which is what makes the trip to the...

The Relation Between Loyalty and Technology

Technology alone is rarely the answer to business questions. I feel compelled, even as a marketer, to begin with this statement. Why? Well unless the technology that you select is adopted by your business and has the functionality you need and can use, it could be the best technology in the world and it would still not meet your needs. That said,...

What It Means to Be Customer-Centric in the Time of Coronavirus

Being a customer-centric business means demonstrating an understanding of what your customer wants and needs. The thing is, the COVID-19 pandemic has seriously changed the way people shop and consume — what was customer-centric six months ago may not hold up today. Rather than going back to business as usual, we need to consider that this is the new...

Can You Trust Walgreens Basic CRM Tactics?

In this week’s CRM analysis, we’ll review Walgreens’ responses to the new reality according to our seven parameters for CRM in a post-corona world. Here it goes: 1. Be Transparent 8/10 Just over a week ago, Walgreens announced that they have rolled out a new kind of store that shrinks down its square footage and focuses on the pharmacy. The company...

How to Improve the Customer Journey with Micro-Moments

With consumers checking their phones almost 100 times a day, micro-moments are the new battleground for brands. Micro-moments are the times when consumers turn to their phones to take action on whatever they need or want in the moment. According to Google, there are four key micro-moments.  “I-want-to-know moment” — for information that provides...

Your Brand Should Be Making Its Way to the Drive-Thru Trend

You might soon be working in a drive-thru office. You’ll be holding meetings from your cars, sitting in an open parking lot. You and your colleagues would all take a short drive for a nearby drive-thru restaurant.  Think it’s insane? Well, judging by how things are going, it may not be such a crazy idea.  Thing is, the coronavirus crisis has changed...

Watch Parties Become a Selling Point for Streaming Services

One of the things that people have consumed more of when staying at home due to the global pandemic is video content. Connecting online while watching a show or movie adds a social component to what is otherwise a socially distanced activity. This indeed is the rise of the watch party.   Amazon now decided to make that a component of its Prime Video...

How Quarantine Marketing Became the New Normal

In March 2020, marketers scrambled to find quick fixes to accommodate the COVID-19 threat. At the time, most hoped that these measures would be temporary, much like the quarantine itself. Fast forward a few months, and that’s most certainly not the case. Coronavirus is still running rampant in some countries, particularly the United States. What seemed...

The Compliant Cookie: How to Collect Data in a Post-GDPR World

With the arrival of legislation like GDPR and CCPA, companies are under more stringent requirements when collecting and storing consumer information. But how can brands collect the data necessary to reach customers, even as the traditional cookie disappears? This guide will explore some ways privacy-conscious marketers can obtain data in 2020. More...

Facebook’s Loss Is Whose Gain?

As more and more brands jump on the boycott Facebook bandwagon and divert their advertising dollars away from Facebook, the question is: where are they putting them instead? The #StopHateforProfit campaign has turned up the pressure for marketers to reconsider their support of a platform that they say is not doing all it could to combat hate and racism....

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