Ernan Roman: Innovation in Personalization and CX
Don’t Let Lack of Customer Trust or Feeling Valued Undermine Marketing Engagement
Let’s discuss two factors that will derail your marketing: lack of trust and lack of feeling valued.
If consumers do not have a perception of...
Two Tips to Stop Placing the Burden for Good CX on Your Customers
A colleague recently ran into a very frustrating customer experience. This situation raises the question— why are so many companies placing the burden for...
3 Tips for Re-Engaging Lost and At-Risk Customers
Findings from recent Voice of Customer (VoC) research we conducted for Fortune and Growth brands indicate a disturbing trend: increasing customer churn.
Given the high...
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 Shopping
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...