Ernan Roman: Innovation in Personalization and CX

Are You Really Engaging Customers? 3 Tips to Get It Right

Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way...

3 Tips to Ensure Customer Service Matches Your Promised Customer Experience

Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align...

Demonstrating Authentic Caring: How Two Brands Missed the Boat and Nestle Got It Right

To be successful, brands need to listen to the voice of their customers and then act on those learnings! Our VoC research has shown...

“Better Customer Journey Analytics are Critical” says Red Cross Loyalty Lead

Andrew George is the Lead for Loyalty and Retention at the Canadian Red Cross. He spent the last 3 years focused on customer experience...

How Stitch Fix Shows They Truly Care About Their Customers

Chevron CEO and Chairman John S. Watson recently noted, upon his retirement, “The sooner you learn about reading people, listening to others and building...

Is Your Brand Trusted? Why Authenticity is Critical to Customer Loyalty

Consumers are jaded. They want to do business with companies they feel are transparent, address their concerns, and are trustworthy. Rimma Perelmuter, CEO of Mobile...

Amazon & Kohl’s; Walmart & Google — Blurring the Lines Between Online and In-Store...

You know the saying, “two heads are better than one”? For many companies, this phrase is playing out in new marketing partnerships which allow...

How Innovators are Breaking Silos and Creating Cross-Functional Alignment

Summary: When silos rule, internal communications break down and it’s difficult to present a united vision, brand and compelling message to consumers. However, some...

Learn from Innovators Transforming Companies to Align with Customers

Summary: For years brands told consumers "YOU play by OUR rules." Now, innovative companies...

Why Technology Upgrades Aren’t Solving Your CX Problems

“Just a few years ago, we had more than 100 social media listening ...tools. We’ve consolidated those...

All These Mergers… Consumers Are Asking: Will Their Brand Connection Still Be There?

"By combining companies, we believe will be able to…enhance the customer experience, increase customer value and put...

Gillette Shows How to Get It Right When Going Direct to Consumer (DTC)

When asked why a brand such as Nike would go DTC, here’s what Brian Yarbrough, a research...

Does Your Hi-Tech Translate to High-Value CX? Use AI to Build Relationships

According to Wharton marketing professor Jonah Berger, “Many industries are in the early stages of integrating technologies...

Does Your Brand Experience Align with Customers’ Voices? Elizabeth Arden Shows How

“Our leaders quickly realized that before we could use digital to transform our customers and the world,...

How You Should Engage at These 7 Points in the Customer Lifecycle

Here’s how Fran Horowitz-Bonadies, chief executive officer, Abercrombie brand/Hollister & Co. describes consumer communication in 2017: “For the past year, we spoke to...

Webrooming vs. Showrooming: Are You Engaging Both Types of Shoppers?

According to Forrester, “webrooming consumers will bring in $1.8 Trillion in sales in 2017.” ...

Stop (ONLY) Marketing To Millennials

“There’s both ageism in our culture and ageism in our profession of marketing. But some of it’s not even malicious ageism. Some of it...

Think Experiences — Not Channels — to Connect with Customers

"You can’t have your channels competing against one another ... The goal is to get your organization as a whole to work toward overall...

Don’t Let Irrelevant Messaging Cause Your Customers to Leave. Learn What ULTA Is Doing.

“…It’s worrying how many consumers feel misunderstood and that brands aren’t listening to them." These are the thoughts of Jeremy King, CEO of...

How Dove Engages Customers with Sincere and Authentic Cause Marketing

According to Adam Kleinberg, CEO of Traction, consumers are increasingly skeptical about insincere cause marketing efforts which...

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