By Jackie Huba, bestselling author of three books on customer loyalty, including Monster Loyalty: How Lady Gaga Turns Followers into Fanatics Most everyone in...
By Jackie Huba, bestselling author of three books on customer loyalty, including Monster Loyalty: How Lady Gaga Turns Followers into Fanatics Most everyone in business agrees that it’s increasingly difficult to create and keep loyal customers. With myriad product and service choices and countless ways to get them, including brick-and-mortar and ecommerce, it’s easy for fickle consumers to switch brands on a dime. Now, the Experience Economy is creating yet another way to...
By Jackie Huba, bestselling author of three books on customer loyalty, including Monster Loyalty: How Lady Gaga Turns Followers into Fanatics Most everyone in business agrees that it’s increasingly...
Ignited by his marketing and customer experience (CX) background at Fortune 300 companies, Dan Gingiss is on a burning mission to “make the brand lovers louder...
Ignited by his marketing and customer experience (CX) background at Fortune 300 companies, Dan Gingiss is on a burning mission to “make the brand lovers louder than the haters by creating experiences they can’t wait to share with their friends and followers.” Gingiss is a keynote speaker, experience consultant, co-host of the “Experience This!” podcast, and contributor to Forbes with both of his ears keenly tuned to everything CX. That means he’s increasingly focused on the...
Ignited by his marketing and customer experience (CX) background at Fortune 300 companies, Dan Gingiss is on a burning mission to “make the brand lovers louder than the haters by creating...
By Charlene Li, senior fellow at Altimeter, a Prophet Company and author of the new book, “The Disruption Mindset.” There is broad consensus that we are at the...
By Charlene Li, senior fellow at Altimeter, a Prophet Company and author of the new book, “The Disruption Mindset.” There is broad consensus that we are at the dawn of the Experience Economy. But, what does that mean exactly for your business? In a word, everything. A customer’s experience (CX) with a brand is inseparable from the value of the goods and services it provides. Mobile technology has put tremendous power in the hands of customers, turning the traditional top-down...
By Charlene Li, senior fellow at Altimeter, a Prophet Company and author of the new book, “The Disruption Mindset.” There is broad consensus that we are at the dawn of the Experience Economy....
By Adam Toporek, CTS Service Solutions, author of Be Your Customer's Hero To be your customers’ hero is both remarkably simple and extraordinarily difficult. It...
By Adam Toporek, CTS Service Solutions, author of Be Your Customer's Hero To be your customers’ hero is both remarkably simple and extraordinarily difficult. It requires you to be there when customers need you and to create positive, emotional experiences for them. The challenge is even more daunting when attempting to create highly personal, emotional connections at scale. Today’s technology can help by allowing us to better understand customer behavior as well as the needs...
By Adam Toporek, CTS Service Solutions, author of Be Your Customer's Hero To be your customers’ hero is both remarkably simple and extraordinarily difficult. It requires you to be there when customers...
Q&A with Michael Krigsman and Rob Tarkoff In recent years, organizations have started to understand the importance of customer experience (CX) as a key...
Q&A with Michael Krigsman and Rob Tarkoff In recent years, organizations have started to understand the importance of customer experience (CX) as a key differentiator. Driving this is the “Experience Economy,” a dramatic shift in the power that consumers have that is inspiring companies to rethink, retool, and revamp CX in entirely new ways. Data, intelligence, and experiences must all be connected across marketing, commerce, sales, and service in order to win in the...
Q&A with Michael Krigsman and Rob Tarkoff In recent years, organizations have started to understand the importance of customer experience (CX) as a key differentiator. Driving this is the “Experience...
A recent research study by Oracle CX and Jeanne Bliss surveyed 1,100+ consumers across Gen Z, Millennial, Gen X, and Baby Boomer generations. Here's what it...
A recent research study by Oracle CX and Jeanne Bliss surveyed 1,100+ consumers across Gen Z, Millennial, Gen X, and Baby Boomer generations. Here's what it reveals about consumer preferences in the Experience Economy.
A recent research study by Oracle CX and Jeanne Bliss surveyed 1,100+ consumers across Gen Z, Millennial, Gen X, and Baby Boomer generations. Here's what it reveals about consumer preferences in the...
History has shown us that time and again, innovation is synonymous with revenue. Think Apple, Starbucks, and Disney. The question is “what” or “who” is at the...
History has shown us that time and again, innovation is synonymous with revenue. Think Apple, Starbucks, and Disney. The question is “what” or “who” is at the origin of innovation? The answer in the digital world is Data. What does data have to do with innovation? In a word, everything. For today’s customers—both B2C and B2B—the experience they have with brands outweighs the actual usage or consumption of products and services, particularly if you honor the customer's most...
History has shown us that time and again, innovation is synonymous with revenue. Think Apple, Starbucks, and Disney. The question is “what” or “who” is at the origin of innovation? The answer in...
In my last blog, Humanize your CX Strategy with Visual Engagement, I discussed the positive impact that visual engagement can bring to a company’s omnichannel...
In my last blog, Humanize your CX Strategy with Visual Engagement, I discussed the positive impact that visual engagement can bring to a company’s omnichannel CX strategy. Let’s break it down further to understand the significant return of investment (ROI) attained from customer adoption of visual channels. Companies that adopt visual channels could expect to see a wide range of benefits. Higher Customer Satisfaction (CSAT) Research indicates that visual engagement is a...
In my last blog, Humanize your CX Strategy with Visual Engagement, I discussed the positive impact that visual engagement can bring to a company’s omnichannel CX strategy. Let’s break it down further...
Today’s customers—both B2B and B2C—are firmly in the driver’s seat of the “Experience Economy,” a once-in-a-generation shift of power from brands to buyers....
Today’s customers—both B2B and B2C—are firmly in the driver’s seat of the “Experience Economy,” a once-in-a-generation shift of power from brands to buyers. Customers place more value in the customer experience (CX) than in the goods and services themselves—and they’re adopting new technologies to get exactly what they want, where, when, and how they want it. As such, their customer journey is no longer predictable and linear. The B2C and B2B worlds have morphed into B2Me,...
Today’s customers—both B2B and B2C—are firmly in the driver’s seat of the “Experience Economy,” a once-in-a-generation shift of power from brands to buyers. Customers place more value in the...
