Are You Leveraging Info-Sense to Improve the Customer Experience?


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On May 11 in San Diego I presented my first Ignite talk. What   is   Ignite?   Ignite   is   presentation   format   for   a   five   minute   talk.  Presenters  use   20   slides   that   auto   advance   every  15  seconds. The talk focuses on the concept of info-sense and features two examples of Blue Goldfish from Tory Burch and Westpac Bank. The talk  was  hosted  by  IBM   as   part   of   the   IBM   Amplify   conference  in  San  Diego. Here is a slideshare of the talk entitled “Info-sense, Blue Goldfish and $300 Corona’s”:

Here are five takeaways from the talk:

IBM Amplify Ignite Talk1. In customer experience, there is no such thing as meeting expectations. Meeting expectations is a myth. You either exceed expectations or you fall short. Choose to do MORE. Little things can truly make a big difference.

2. According to a recent study by IBM, more than 3 out of 4 customers expect organizations to understand their individual needs. Call it the Amazon Effect, we now live in an ON DEMAND world.

3. Info-sense is a top trend in customer service according to It is the ability to utilize data to understand the individual needs of your customer and personalize their service.

4. My fourth book in the Goldfish Series will be called Blue Goldfish. It will be co-authored with Evan Carroll and will focus on how companies can leverage data and analytics to turn insights into actions that improve the experience.

5. According to former GE CEO Jack Welch, there are two forms of competitive advantage. First, learn more about your customers faster than the competition and second, turn what you learn about customers into action faster than the competition.

Are you turning big data into useful data? Are you leveraging analytics to drive sales and improve the customer journey? What’s Your Blue Goldfish?

Today’s Lagniappe (a little something extra thrown in for good measure) – Here is a YouTube video by Scott Berkun about How and Why to give an Ignite talk. Hat tip to Ryan Boyles for sharing this in advance of the talk.

Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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