Shaun Smith

CX By Numbers

I wrote a blog last week arguing that we are dumbing down marketing in the rush to create digital content. This seems to have...

Marketing ain’t no noun

David Wheldon, President of the World Federation of Advertisers, couldn’t have been blunter in his warning shot to those brands dead-set on replacing marketing...

3 Steps to Becoming a “Purposeful Brand” like Premier Inn, Southwest, and Zappos

“Every business must serve a social purpose”. These are not the words of a social campaigner or a politician; they...

What does the VW brand stand for now?

Jeff Bezos famously once said: ‘Your brand is what people say about you when you are not in the room’. Yesterday, as I was giving...

Just how powerful is your purpose?

Within hours, over 100,000 UK citizens had signed the government e-petition to request David Cameron to increase the UK intake of refugees fleeing war-torn...

What’s the Next Big Thing in Customer Experience?

We've been sifting through the array of predictions that every blogger and his mother seems to have issued over the last three months and...

How much are you loved?

Every brand wants a relationship with its customers. We want them to like us; even love us, and love only us - forever. Customers...

Laggard or leader. Where do you stand on the mobile experience?

This is the conclusion of Forsee in its latest Customer Experience Index, where Amazon hit top spot for best mobile retail experience - a...

Does ‘Showrooming’ mean the end of retail?

"It's not one channel or the other; it's making sure that you get a richer experience in both"Christopher Bailey – Chief Creative Officer Burberry. Like...

Stick to your purpose

"Stop listening to other people's advice. Go with my gut"Jane Ni Dhulchaointigh. Founder sugru. These words, uttered by the inventor of sugru, the putty-like substance...

Naked Ambition

"We like to innovate in everything we do: from cosmetics to recruitment to ethics and campaigns." Mark Constantine Managing Director Lush. This is the time...

Customer Experience – On Purpose

Customer experience, by definition, reflects the impression consumers form as they interact with brands. Trends become apparent by the innovations that organisations introduce in...

The power of social media

Sometime ago I wrote a blog in which I predicted that there would come a time when Ryanair's performance would begin to falter because...

Do you love your bank?

For most of us the answer will be a resounding 'No!' Yet there are a few banks that manage to gain the affection of...

What’s the biggest obstacle to implementing customer experience successfully?

'Lack of strategy' according to Forrester's annual State of Customer Experience report 2011. We agree, but strategy in itself – even if it is bold,...

Innovate the experience, not just the product

July 2011 saw the very last launch and landing of the NASA Space Shuttle.So is this the end of an era for space travel...

The Rise of Social Customer Experience Management: Three Lessons Learned for Success

Social Customer Experience Management (CEM) can be defined as the "Business strategy for intentionally using social media to engage with customers and deliver an...

Creating dramatically different customer experiences

Burberry Worldstore – © Burberry, 2011 "From the store windows, the store touch-points, the website, social media or a magazine: it has to be one...

Aligning the employee and customer experiences

Zappos Culture – © Zappos.com, Inc, 2011 "A company's culture and a company's brand are really just two sides of the same coin. Brand is...

Leaders need to lift their gaze from their numbers to their purpose

"Spreadsheets only reflect the past, not the future"Richard Reed, innocent Drinks As we emerge from the recession, business leaders will once more be thinking of...

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