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...
Mobile is the king form of consumer engagement, providing the quality real-time engagement consumers demand. This blog continues the discussion of how brands...
Mobile is the king form of consumer engagement, providing the quality real-time engagement consumers demand. This blog continues the discussion of how brands must augment their real time channels to harvest the benefits discussed in Humanize Your CX Strategy with Visual Engagement and The ROI of Visual Engagement. Let’s review 7 top video trends that can help brands’ support organizations deliver sophisticated, state-of-the-art customer experiences. 1 - Seamless Transition to...
Mobile is the king form of consumer engagement, providing the quality real-time engagement consumers demand. This blog continues the discussion of how brands must augment their real time channels to...
In this five part series - Sales Tools, Made Smarter - we'll explore how advances in sales tool technology are driving today's planning and performance...
In this five part series - Sales Tools, Made Smarter - we'll explore how advances in sales tool technology are driving today's planning and performance management for leading sales professionals. Part one examines new considerations and requirements for successful sales forecasting. When Q1 hits, the pressure is on for sales teams to work toward their goals. It is on sales operations and leadership to use historical and current data to establish reasonable quotas. There’s a...
In this five part series - Sales Tools, Made Smarter - we'll explore how advances in sales tool technology are driving today's planning and performance management for leading sales professionals. ...
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...
