Elevating your Customer Experience

Bill Giacci, Interrupt account executive and former NYC straphanger, shares his insights on what it’s like to be a wannabe homeowner in post-Covid suburbia.

An online advertising strategy that’s focused solely on calls to action may be working against your marketing goals in ways you don’t realize. While results matter, you can’t produce them without the right approach. Just like you wouldn’t ask someone to purchase something right when they walk through the doors of a brick and mortar store, your online messaging should take customers on a journey that’s more than transactional.

Change is hard. As number one on Forbes’ “industries ripe to transform” list, the construction industry knows this all too well. But what is the ultimate cost of using centuries-old approaches and methods? Read on as we explore the opportunities for transformation.

Taking the lead in your category involves more than just creating a superior product. It also requires becoming your customer’s go-to authority on the subject, with content, tools or support that show you’re as invested in their project as they are. Learn how we helped MoistureShield composite decking build an outdoor planning resource that does more than deliver a simple sales pitch, earning customer trust and reinforcing their reputation.

True innovation isn’t just about being new or different. Anyone can develop and introduce a new product. The bigger challenge is, is it relevant enough that someone will actually buy it? Discover Interrupt founder Bill Rossiter's definition of innovation and read his argument for why companies that aim to outperform the competition must dig deeper.

Your product has incredible features. But how will people feel because they chose it? We’re talking about the power of emotional versus rational appeals with our executive creative director and brand strategist, Anita Holman, who explains why stirring an emotional connection with your brand is a must-do if you want to stand out.

Is technology changing to meet consumers’ evolving needs or are consumers changing as a result of what technology enables? Like the chicken and the egg, it really doesn’t matter which came first. Consumer expectations and technology will keep changing, and if your brand is too chicken to keep up, you may be left with egg on your face (pun intended). Read on to learn why sharpening your digital CX is essential to your business survival.

What does it mean to “think big” in today’s environment of delayed product availability and labor shortages? We found out firsthand at the International Builders Show and the Kitchen and Bath Industry Show. Get the key insights for the building materials industry from our long walks along the exhibitor aisles.

You’re proud of your product—and your customer reviews prove you’re right. How do you leverage those positive experiences into organic social media influence for your brand? We asked senior copywriter Ernest Turner to share how he and the rest of our SPAX team turned a community of customers into a small but mighty army of social media micro-influencers. (To see a full visual breakdown of the campaign, view our case study.)

Building materials brands need to pay attention to the unique needs and problems of millennial homeowners. It’s a key factor to understanding your target audience, or the end-enjoyer. Yes, Millennials are turning 40 and they own homes. Take a note from two brand new homeowners on the Interrupt team—Aly and Ernest. From power tools to apps, get two insights from people living the dream right now.

Are you investing in digital resources? How much are you paying attention to your customer experience (CX)? If you impress at every touchpoint—digital, in-person and beyond—you can weather virtually any storm. Discover more now.

The shift away from trade shows has been happening for years, COVID just gave companies a rationalization to make that shift happen even faster.

In a rapidly changing digital landscape, businesses must be aware and compliant with new data protection regulations. As regulations evolve, companies need to rethink their marketing approaches to successfully reach key customers.

COVID-19 has impacted industries across the country. The digital space has now become the most important place to focus your efforts in order to bridge the gap and continue to connect with customers.

Success grows out of a smart brand strategy. Effective branding helps your business stand out in an increasingly competitive market. Explore key concepts to consider as you develop and plan for your brand.

Providing a good customer experience starts with understanding your customer. Taking the time to recognize how contractors operate and what they need to provide better service to their customers allows you to better serve contractors. Working to show a contractor how to best use your products to improve their business can mean better service and increased profits for both of you.

As online shopping continues to gain traction, the overall retail experience is becoming more critical to the success of big box retailers. Online product research now plays a huge role regardless of where the purchase ultimately occurs. Whether buying online or in-store, the consumer shopping journey often begins long before the final sale, challenging all retailers (especially big box) to more carefully craft the sales path from beginning to end.

Did you know you provide a customer experience (CX) as an individual? Similar to the way a business ensures their customers are getting the best experience possible. The way you interact with each person you come in contact with is an opportunity to make a positive impression.

The nature of business is changing even faster and more rigorously than in decades past. Marketing will serve as the main driver of this change, delivering greater customer experiences and more relevant business strategies through comprehensive data analysis.

It’s the holiday season and we’re all thinking about giving (and getting). As you think about the gifts you’d like to receive the most, consider what you actually need. Especially when it comes to your business. Challenge yourself to add items to your wish list that will pay back in dividends, versus fix a simple want in the moment.

You’ve heard about the importance of creating a great customer experience (CX), now it’s time to learn about the real driver of success — employee experience. In this post, we explain how to engage your team to encourage greater results through higher productivity and company loyalty.

“What gets measured gets done.” That simple statement is a guiding principle for us — both at our agency and with our clients.

Part 4 in the Killer Customer Experience Series

Your customer is on a kind of scavenger hunt.

Define and profile key customers. Part 2 in a series.

Part 1: Lessons from the House of Mouse

The way your customers interact with your brand through the purchase process will continue to shift.

It’s a musical playlist that gets me thinking about the complexity of “simple.”

There are approximately 100 million existing U.S. homes, and about one million new homes are added each year.

Done right, marketing connects you to customers and leads to sales.

Patience is a virtue.

I had the opportunity last month to be a featured speaker at the International Door Association (IDA) Show, which focuses on the garage door industry.

How can you win the spec in today’s highly competitive commercial architectural community?

What marketer doesn’t want a bigger budget?

When major decisions must be made, individuals tend to seek advice from those with vast experience.