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...
Have you ever been talking with a service person and had to repeat yourself? Of course you have. We all have, and we all hate it. It still happens even in 2019...
Have you ever been talking with a service person and had to repeat yourself? Of course you have. We all have, and we all hate it. It still happens even in 2019 and when it happens once, that’s one time too many. When we engage with a brand, we don’t care how its service or marketing departments are set up. We just want our issues resolved, quickly. When each and every interaction with a brand is an opportunity to please and delight that customer, forcing them to provide the...
Have you ever been talking with a service person and had to repeat yourself? Of course you have. We all have, and we all hate it. It still happens even in 2019 and when it happens once, that’s one...
Sales teams: Are you still sending out high-volume, impersonalized email blasts to potential customers? That’s no way to win and serve customers in today’s...
Sales teams: Are you still sending out high-volume, impersonalized email blasts to potential customers? That’s no way to win and serve customers in today’s world. There has been a revolutionary shift in how consumers make purchase decisions. In today’s Experience Economy, it’s personalize or die. The Experience Economy is everywhere, and it means that consumers now want more than just the delivery of goods and services—they expect companies and brands to deliver an...
Sales teams: Are you still sending out high-volume, impersonalized email blasts to potential customers? That’s no way to win and serve customers in today’s world. There has been a revolutionary shift...
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...
Attracting customers and keeping them happy requires companies to do more than just churn out new and innovative products. It requires them to build a deeper...
Attracting customers and keeping them happy requires companies to do more than just churn out new and innovative products. It requires them to build a deeper understanding of how customers will consume those products, whether to grow their businesses or enrich their personal lives. "This is the essence of the 'experience economy, '" says Oracle Executive Vice President Rob Tarkoff, who is in charge of Oracle’s CX strategy and development. Unlike the industrial and service...
Attracting customers and keeping them happy requires companies to do more than just churn out new and innovative products. It requires them to build a deeper understanding of how customers...
How can you keep your customers loyal? Neither products nor even price are the main differentiators anymore. The way to build loyalty and trust is by constantly...
How can you keep your customers loyal? Neither products nor even price are the main differentiators anymore. The way to build loyalty and trust is by constantly providing customers with great brand experiences. The key ingredient to knowing your customers is to create a unified, intimate view of them. Just like any other relationship, once you understand what is important to the other, likes, dislikes, priorities, preferences, and many other things, you can form a bond that...
How can you keep your customers loyal? Neither products nor even price are the main differentiators anymore. The way to build loyalty and trust is by constantly providing customers with great brand...
By Sanjeev Kumar, Global Head, Oracle CRM/CX at Tata Consultancy Services Everybody talks about getting a “360-degree view” of the customer, but the fact...
By Sanjeev Kumar, Global Head, Oracle CRM/CX at Tata Consultancy Services Everybody talks about getting a “360-degree view” of the customer, but the fact remains that most businesses today struggle to get even a fraction of that view. This inability to unlock the full potential of data deters many businesses from gaining a complete understanding of their customers. In too many organizations, customer data is trapped inside departmental silos. Each group has its own systems...
By Sanjeev Kumar, Global Head, Oracle CRM/CX at Tata Consultancy Services Everybody talks about getting a “360-degree view” of the customer, but the fact remains that most businesses today struggle to...
Marketers have used brand advertising since the 1950s, when brands were established to create emotional value with consumers, signal better quality or value,...
Marketers have used brand advertising since the 1950s, when brands were established to create emotional value with consumers, signal better quality or value, and to differentiate a product or service from the competition. Simon Clift, the former CMO of Unilever said, “A brand is the contract between a company and consumers.” This brand ‘contract’ represents the feeling of trust that a consumer has in that a brand will deliver on its promise of value when that product or...
Marketers have used brand advertising since the 1950s, when brands were established to create emotional value with consumers, signal better quality or value, and to differentiate a product or...
After relocating my family to a new state last month, I wanted to upgrade the furniture in our new house. After browsing a large global furniture retailer’s...
After relocating my family to a new state last month, I wanted to upgrade the furniture in our new house. After browsing a large global furniture retailer’s website, it displayed some relevant products. Nice job! I added a couple of items in my cart, but got distracted and left the site. The next day, I received an email reminding me about the items left in the cart. Instead of ordering online, I decided to place an in-store order by going to a physical store location. All...
After relocating my family to a new state last month, I wanted to upgrade the furniture in our new house. After browsing a large global furniture retailer’s website, it displayed some...
