Ernan Roman: Innovation in Personalization and CX

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...

Are You Delivering Cross-Channel Personalization? Learn What Under Armour and Saks Are Doing Right

There is a chasm between what customers are expecting in terms of personalization and what marketers are providing. According to findings from ...

“Sorry, We’ll Fix It” Seem To Be The Hardest Words

In speaking about the Volkswagen emissions scandal, Johns Hopkins Professor Sylvia Long-Tolbert noted, “I don't think people will be able ...

How to Harness the Power of Live Social Video: Insights from Periscope’s CEO

“...That we can have this conversation live, I think that’s powerful and important – but the...

Lessons You Should Learn from the Keurig Kold Failure

Not only was the price point too high, but, ...it was an attempt to create a market for at-home single-serve...

Basic Mobile Won’t Win. Here’s What Innovators are Doing Right

Target CEO, Brian Cornell commented during their annual investment community meeting,” Every time we don’t deliver, we’re...

Post-purchase Engagement is Essential… and Overlooked

Imagine my wife’s surprise when she received this email after a purchase: Thank you for your recent...

Beware Expansion Strategies that Undermine Your Brand

"We are in a time where we have to transform how we connect with and engage consumers," Seth Kaufman chief marketing...

What GoPro Can Teach You About Creating an Engaged Community

Bringing a human dimension to your brand requires a tremendous amount of trust in your product and your customers. Do...

3 Ways to Get Consumers to Emotionally Engage with Your Brand

Meaningful engagement is key to determining whether shoppers will buy from you once or come back for more. According to Forrester...

Smash Every Silo to Build Great CX

Too often customers feel a great urge to introduce a company’s right hand to its left. Interdepartmental...

The Customer is Wrong and Cannot Be Trusted

Haven't we all had those beyond awful customer service experiences? I recently had one of “those” experiences and was stunned...

Customer-driven Innovations Deliver 8 Times the Revenue as Employee Ideas

Once upon a time, brands made products and consumers bought them. But not anymore. Today, it’s all...

Tips for Innovating with Integrated Messaging and Experiences to Engage Customers

Michaels and Sally's are taking omnichannel to new levels through interconnected campaigns that blend and blur the lines between media...

How Disney Influences Small Customer Segments for Major Impact

The art and science of engaging customers segments via influencer marketing or blogger outreach has emerged as a necessity for...

Marketers: Use These 2 Strategies to Engage with Consumers, Win BIG

Your marketing messages go through a virtually instantaneous evaluation by consumers. They either identify with your communication...

3 Companies Redefining Personalization and What This Means for You

Findings from VoC Research our firm has conducted among BtoC and BtoB marketers such as MassMutual, Gilt, IBM and QVC indicate...

How to Use VoC Insights from Employees & Customers to Improve Experiences

We are often asked what sources of VoC insights should be used to improve the company’s customer experience. And often,...

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