Customer Experience News & Trends

Christian Schappel

Christian SchappelChristian’s work has been featured prominently in several Philadelphia-area newspapers, business publications and websites.
His career started at Journal Register Company where he quickly rose to Editor-in-Chief at the Oxford Tribune, a newspaper serving Southeastern Pennsylvania.
After joining Progressive Business Publications (the parent company of Catalyst Media and Customer Experience Insight), he moved into the niche information publishing market.
He has covered the marketing and sales fields for the past five years, serving as managing editor of The Internet & Marketing Report print newsletter, editor of SalesandServiceNews.com and contributing author for The Selling Advantage print newsletter.
Christian has written several white papers for upper-level marketing and sales executives, covering topics such as customer loyalty, email marketing, event marketing and landing page design.
He graduated from Millersville University of Pennsylvania with a B.A. in English.
Find Christian on Google+ and LinkedIn.


Increase the marketing power of each Facebook, Twitter post: Top 10 ways

Making a great first impression means everything on social media. Chances are, if you get a customer on your Facebook, Twitter or LinkedIn page and they leave without “liking” or “following” you, they won’t return.

5 customer experience lessons from the Royal Baby

Whether you’re American or British, male or female, you have to appreciate the smarts of the royal family when it came to the way it handled the birth of the royal baby, George Alexander Louis, the Prince of Cambridge.

4 things customers say they want from your email

Naysayers have been predicting the death of email for years now. But the fact of the matter is (thanks the proliferation of mobile devices), email is seeing a resurgence in effectiveness. And a recent study has proven buyers are still willing to purchase products in droves via email. There’s just one catch.

7 things customers don’t ‘Like’ about your Facebook page

If there was such a thing as the “Dislike” button, customers would be sure to hit it if your company was guilty of any of the top seven Facebook business blunders.

5 creepy loyalty marketing tactics customers hate

Technology has provided great new avenues for customizing loyalty programs on a per-customer basis. The only problem: That customization requires the collection of personal info. And it appears we’ve reached a tipping point when it comes to data collection.

3 marketing trends worth following to improve customer interaction

Three major marketing trends have emerged over the past two years — and customers expect you to be keeping up with them. Are you? If not, you’re falling short of meeting their growing expectations for your business.

The value of a strong Facebook marketing program? $174.17 per fan

There’s something much more valuable than trying to increase sales via Facebook: improving the customer experience — and there’s a defined payoff for doing so.

CRM: 3 under-the-radar sales and marketing benefits

Customer relationship management (CRM) systems are playing an ever-increasing role in improving the customer experience. Still, some companies are reluctant to adopt this new technology. The biggest reason? They don’t see enough of a payoff in it. But the reality is: They’re missing something.

Warning: Outgoing sales and marketing folks do NOT make the best hires

Yes, it goes against everything you thought a good hire should be, but extremely outgoing sales and marketing reps are not the most productive.

9 must-have marketing elements: Does your website have ’em all?

So you say you’re driving lots of traffic to your website. Congratulations. But don’t start popping champagne bottles just yet. The battle’s only half over. Your website still needs to be optimized to convert those visitors into customers.