When I finished my undergraduate degree, I entered a workforce unlike any I’d been prepared for. My class entered the job market at the height of the 2009 Great...
When I finished my undergraduate degree, I entered a workforce unlike any I’d been prepared for. My class entered the job market at the height of the 2009 Great Recession. Looking back, I didn’t understand many of the struggles my friends and I would face, but I soon realized things weren’t going to be as planned. Hindsight may be 20/20, but one thing I’ve learned is that in order to thrive in any environment, we must adapt and evolve! This is the newest in a series of blogs...
When I finished my undergraduate degree, I entered a workforce unlike any I’d been prepared for. My class entered the job market at the height of the 2009 Great Recession. Looking back, I...
Many of us are in a stay-at-home economy where we are digitally dependent to work, engage with our friends, get schooled, entertain ourselves, shop, and get...
Many of us are in a stay-at-home economy where we are digitally dependent to work, engage with our friends, get schooled, entertain ourselves, shop, and get support online, including telehealth. In these circumstances, what can your company do to survive and get ahead? People are working and spending more time at home. A lot of that time is online, thus the importance of conducting business digitally. Ironically, the billions of dollars companies have spent in recent years...
Many of us are in a stay-at-home economy where we are digitally dependent to work, engage with our friends, get schooled, entertain ourselves, shop, and get support online, including telehealth. In...
In our first blog that introduced “The Path to CX Excellence,” we talked about every brand’s path being unique. The path you follow depends on your current...
In our first blog that introduced “The Path to CX Excellence,” we talked about every brand’s path being unique. The path you follow depends on your current business priorities across marketing, sales, commerce, services and field service. This blog explores the path an organization might take if they want to improve their B2B marketing. Thus its title “The Path to CX Excellence for B2B Marketers”…… In 1993, I was given my first email address while working for a small private...
In our first blog that introduced “The Path to CX Excellence,” we talked about every brand’s path being unique. The path you follow depends on your current business priorities across marketing,...
What makes customers loyal, how to engage customers beyond the purchase, and how to design loyalty programs that help drive better customer experiences? Read on...
What makes customers loyal, how to engage customers beyond the purchase, and how to design loyalty programs that help drive better customer experiences? Read on to find out.
What do Peloton, Instacart, Uber and Tide have in common? They’re all upstarts that focused on convenience and have disrupted their industries in doing so....
What do Peloton, Instacart, Uber and Tide have in common? They’re all upstarts that focused on convenience and have disrupted their industries in doing so. Today, customers are empowered to buy using their mobile devices anytime, anywhere. In many circumstances, consumers won’t purchase from a company whose experience falls short of expectations. Imagine calling a taxi service and waiting 45 minutes for your ride to arrive. This was common a mere 10 years ago. A 2018 Business...
What do Peloton, Instacart, Uber and Tide have in common? They’re all upstarts that focused on convenience and have disrupted their industries in doing so. Today, customers are empowered to buy...
Everything has changed with how consumers now engage with brands. Oracle calls this the “Experience Economy,” where customers are the true innovators, not...
Everything has changed with how consumers now engage with brands. Oracle calls this the “Experience Economy,” where customers are the true innovators, not brands nor the enterprise. Why does this matter? This is because technology has empowered customers to discover and engage with brands in the way that is right for them. As customers become more adept with technology, they’ll keep creating new ways to manage their daily lives and online experiences. They expect or demand...
Everything has changed with how consumers now engage with brands. Oracle calls this the “Experience Economy,” where customers are the true innovators, not brands nor the enterprise. Why does this...
Working with customers today requires speedy delivery of the product or service, but also mandates a full understanding of the customer experience itself. This...
Working with customers today requires speedy delivery of the product or service, but also mandates a full understanding of the customer experience itself. This ranges from how a customer discovers a brand, engages with the provider, consumes the product or service and also how the customer works through any service needs. I kept these elements in mind when I read "Unlocking the Customer Value Chain" by Harvard Business School professor Thales Teixeira. I felt it an excellent...
Working with customers today requires speedy delivery of the product or service, but also mandates a full understanding of the customer experience itself. This ranges from how a customer discovers a...
At a time when better, less expensive products and services are just a click or two away, conventional wisdom might be that brands are less important than they...
At a time when better, less expensive products and services are just a click or two away, conventional wisdom might be that brands are less important than they once were. That conventional wisdom is dead wrong. Vibrant brands—and not just the biggest ones like Coke, Mack Trucks, Target, and FedEx—are more important than ever in this digital world. But, with great power comes great responsibility to earn customers’ loyalty by engaging them in creative, non-intrusive,...
At a time when better, less expensive products and services are just a click or two away, conventional wisdom might be that brands are less important than they once were. That conventional wisdom...
All marketers need to test more. In fact, we should have an “ever-on” testing mentally. This can start with something as simple as how we collect email...
All marketers need to test more. In fact, we should have an “ever-on” testing mentally. This can start with something as simple as how we collect email addresses on the website and then start marketing to our consumers. See how this applies during the holidays and all year round.
All marketers need to test more. In fact, we should have an “ever-on” testing mentally. This can start with something as simple as how we collect email addresses on the website and then start...
