Duff Anderson
Duff Anderson is a visionary in digital Voice of the Customer research with over 20 years' experience. As SVP and Co-founder at iPerceptions, Duff is responsible for providing expert advice to organizations on how to gain a competitive advantage across the digital customer lifecycle and become more customer-centric.
Today, personalization is all around us, from when we turn on our TV to watch Netflix, to when we visit the Amazon site to...
E-commerce companies have been using live chat solutions for some time. While it is recognized it as a powerful customer engagement tool, many retailers...
The beginning of August marks the heart of the back-to-school shopping season, and according to the National Retail Foundation, parents and students are purchasing...
A historic challenge faces today's marketing professionals. They are tasked with creating unique, valuable, relevant experiences in an environment where the number of messages...
In many ways, the stakes have never been higher for marketers. Consumers demand an immediate and frictionless experience which, in part, has been driven...
The rise of ecommerce has happened fast, and it won't be long before online sales outpace revenue from brick-and-mortar stores. Consumers are becoming more...
Today, companies are in the customer experience business. It's no longer enough to compete on products and services, but it's also about delivering seamless...
Today, customer experience measurement has reached mainstream acceptance and its adoption is the result of proven experimentation by the many pioneers of online customer...
Marketing has undergone a major transformation in the digital age, and today shoppers demand better, faster and more seamless experiences. This means that brands...
The new year is upon us and with it comes a new set of predictions. 2016 has already been pinned as the year of...
Today, consumers are more informed, more demanding and have higher expectations than ever before. As a result, many companies are feeling the heat as...
With the power to drastically enhance the customer experience, beacon technology offers a lot of potential to retailers. Whether it's a simple welcome message, a...
Today, consumers have high expectations, are more informed and have the ability to switch brands at a moment’s notice. This new reality has forced...
With the sheer size and scale of the Internet, it is no surprise some individuals choose to browse several sites before committing to a...
The customer experience in today's business world is central to the success and longevity of any brand. An Oracle report found that 97 percent...
There are many weapons in the digital marketer’s arsenal but few are as promising as retargeting. The beauty of retargeting is the ability to stay...
The mobile phone has transformed the world. We are now connected like never before with smart phones becoming our main gateway to the internet...
The customer experience is critical to succeeding in today’s hyper competitive landscape. However, it will almost always require cross departmental support from marketing and...
The back-to-school season is already in full swing. According to eMarketer, both parents and students are starting their shopping early this year with most...
Last week I had the privilege of speaking at the #PSEWEB conference in Montreal. My talk focused on the importance of collecting feedback in...