Customerland

14/02/2025

NRF 2025: How Tech is Changing the Customer Experience
While everyone wants an AI strategy, many have been challenged to achieve tangible business results. The stores are still very much a black box when it comes to customer behavior. As the place of shortest distance from inspiration to purchase, retailers need more insight into in-store customer behavior to drive the business and AI may prove useful in this area soon.
https://cstu.io/4f4bc2

13/02/2025

My conversation with Paul Dain underscores a broader industry trend: patient experience is emerging as a competitive differentiator. Props to Paul and his team Abundant Health Acquisition (aha!) for pushing critical boundaries.
https://cstu.io/9a0540

10/02/2025

If you think supply chain transparency is a bit too wonky for you or too out of your wheelhouse, or just far enough from your daily duties that it's comfortably "someone else's" thing, then consider this: an estimated 50 million people are trapped in modern slavery worldwide, including 28 million in forced labor. Then consider this, we now have traceability technology that could conceivably eradicate a good portion of that. Thanks to Eric Linxwiler of TradeBeyond for this big think.

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

06/02/2025

Question - if you were going to spend $8,000,000 for a 30 second Super Bowl TV ad this weekend, how would you measure its success? How would you ensure its success? How would you know?? Brian Shumsky of Amperity answers these questions and more just in time for the big game.

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

06/02/2025

With the emergence of artificial intelligence (AI), understanding how to leverage these tools can feel daunting. Yet, for FrankVella, the newly appointed CEO of Constant Contact, the goal is clear: make advanced marketing accessible for businesses without overwhelming them.

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

04/02/2025

The findings from the 2025 Annual Trends Study reinforce the value proposition of retail media, but they also highlight areas where brands and retailers need to work together to ensure sustainable growth. Check out our synopsis and the report here:
https://cstu.io/47ff87

03/02/2025

We've all heard the grumbling about how bad customer experiences are now and how important they are to the bottom line. But here's the hard evidence: a recent global study by Webex Experience Management (formerly CloudCherry) showed that only 25% of customers said they were very satisfied with their last service engagement. That's a MASSIVE gap and a MASSIVE opportunity for competitive gain. Thanks to Sudarshan Dharmapuri for today's big think.

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

31/01/2025

report confirms a growing consumer appetite for travel rewards. A significant 55% of American consumers now belong to a loyalty program that includes travel redemptions, with an increasing number engaging with multiple programs offering booking capabilities. This trend signals an opportunity for brands—both within and outside the travel sector—to integrate travel-based rewards into their loyalty offerings.
https://cstu.io/bdf48d

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

30/01/2025

Navigating the ever-changing landscape of brand loyalty requires a fundamental shift towards prioritizing emotional engagement. Authenticity, trust, and understanding must be at the forefront of marketing strategies. Thanks and congrats to Robert Passikoff and the Brand Keys, Inc. for this year's Customer Loyalty insights.
https://cstu.io/9238e0

28/01/2025

Game Changer: The FCC’s 1:1 Consent Rule Overturned – What It Means for Marketing
This ruling doesn’t just change the rules of the game—it shifts the playing field. Savvy marketers will seize this opportunity to rethink their consent strategies, embrace transparency, and build trust with their audiences. Because in a world where consumer privacy and personalization coexist, trust isn’t just an asset—it’s the foundation of long-term success.
https://customerland.net/game-changer-the-fccs-11-consent-rule-overturned-what-it-means-for-marketing/

27/01/2025

Loyalty as the Ultimate Predictor of Success - Loyalty, as highlighted in the CLEI, has cemented itself as the most reliable predictor of consumer behavior. According to Passikoff, founder and president of Keys, the loyalty landscape has transformed over the decades. Brands that excel in delivering on specific consumer-driven metrics—captured through Brand Keys’ rigorous research—are rewarded with superior market shares, repeat business, and advocacy.

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

27/01/2025

As businesses like Trek Bicycle continue to innovate, the role of advanced technology solutions from companies like SOTI will only grow. One of the most promising developments on the horizon is the integration of AI into mobility solutions.
https://customerland.net/enhancing-operations-and-experience-how-trek-and-soti-innovate-with-mobility-solutions/

24/01/2025

What's the best new year's advice you've heard so far? For me, one of them is this nugget from -schulkind : "Regardless of what the larger organization around you is doing, take the time to create the systems that will help you maintain your rhythm and consistency to make this year just like last year – but better." In other words, it's ok to take a marketing mulligan.

https://cstu.io/f276d4

23/01/2025

Probably number one on my list of best things about this job is the fact that I get a front row seat to some of the most innovative / interesting / creative people and technologies in this space. Case in point, my recent conversation with Regan Jayne Plekenpol of rediem and how they are approaching the sometimes conflicting goals of loyalty and sustainability - and they're pulling it off! There's something to learn here.
https://cstu.io/96785a

21/01/2025

"In B2B sectors characterized by complex decision-making processes and long-term partnerships, NPS often falls short. Sony and LG in South Korea illustrate the challenges of applying NPS effectively in environments where sustained service excellence and relationship management are paramount." First, thanks to Ricardo Saltz Gulko for succinctly arguing the point I've been trying to make for the past several years. Second, in your world, what are your best measurements of customer success?

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

17/01/2025

One of the most profound shifts in consumer behavior in 2025 is the zero-cost mindset: it costs nothing for a customer to switch brands. Let that sink in for a moment. And then give a think to what that means for your engagement and retention efforts. Thanks to Katie Costanzo at CSG for the insights and admonitions.
https://cstu.io/92894d

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

15/01/2025

This was one of the most fascinating - and instructive - conversations in recent memory. I sat down with two Gen Z consumers - representatives from Z-Suite - to discuss their preferences, buying habits, thoughts, feelings and expectations as customers.

According to their site, The Z Suite is a network of diverse Gen Z thinkers serving as a powerful voice in the dynamic consumer space, advising brands and industry leaders. In this wide-ranging conversation you'll get to hear from two Gen Zers who are both as well-spoken as they are outspoken about what they love, hate and ignore in the broad consumer marketplace, as well as what they're looking for from brands that want to address them.

Special thanks to Sash, Mimi and Nicole for the candor, transparency, and intelligence they're bringing to an important set of topics - and for being a ton of fun to interview.
https://customerland.net/decoding-gen-z-loyalty-and-engagement/

14/01/2025

This year, 81,348 consumer consumers, 16 to 65 graded 1,100 brands in 104 categories. The survey diagnostics identifies four path-to-purchase loyalty drivers for each of the 104 categories. Each driver is different from the others, although all four work together to drive engagement, behavior, and loyalty in the category where they operate.
https://customerland.net/passikoff-getting-100-on-the-brand-test/