THE WHOLE CUSTOMER INSIGHT ENCHILADA IN ONE PLACE. TheCustomer covers all of the disciplines within t
Anti-PR??? Actually - yes. Karla Jo Helms ★just penned a compelling piece on 1) what is Anti-PR, 2) why its important right now, and 3) how you can use it to help get the word out in the face of Google's latest updates. https://buff.ly/3Xes4lM
Can we have a candid conversation about leadership burnout? Things got real in a recent conversation with Eric Miquelon, President of Avanade North America who oversees several thousand people for Microsoft's largest system integrator. He has a big job. But he's also figured out a way to leverage AI to make things better for himself and his co-leaders as well as his employees. If burnout is real in your world (come on, be honest), then you should give a listen.
https://buff.ly/4dN71hy
While gut feeling is often an excellent barometer, it’s also an awfully risky foundation on which to lay as big a bet as investing in – and relying on – a new website. There's a better path ...
https://buff.ly/4cFIR6W
What you think you know about consumer decision-making is probably due for an update. Which is why this conversation with Hunter Thurman of Alpha-Diver is worth paying attention to. We pulled apart their latest BEV50 Report and found some anomalies that, in addition to being surprising, turn out to be applicable beyond the confines of the beverage world. https://buff.ly/3McmcVl
A personal touch is key for not just executives, but their companies, too. People place more trust in people they like. People buy from people they like, and from brands that exhibit similar values to theirs, and so on. And no other medium evokes more personal engagement and feel than podcasting.
True, true E.B. Moss
https://buff.ly/4chFUtb
The gap between consumer expectations and corporate directions has been well documented. Less well documented however, is the very real gap in customer experience perceptions. Which is one of the reasons why this conversation with Sam Gutierrez of SurveyMonkey was such an eye-opener. Tons of insights and along with some solid guidance on the matter.
https://buff.ly/3yHT0Ca
Sorry, but it's true. With deference and respect to our colleagues who operate in the customer service space, you seem to have co-opted the term CX to the exclusion of all the other valuable activities this idea should carry.
With deference and respect to our colleagues who operate in the customer service space, you seem to have co-opted the term CX to the exclusion of all the other valuable activities this idea should carry. For some, CX is synonymous with customer service.
Save supply chain dollars and create more revenue. Sounds ok to me. Mike Robinson is challenging conventional consumer delivery preferences and leveraging the rising demand for sustainability in retail. Another eye-opening (er .. ear opening??) episode of Customerland.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
All customers are not created equal. Guy Marion sees strategic churn as a powerful tactic for subscription companies to optimize customer lifetime value (CLTV).
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
Here are two mistakes we see companies make in their approach and marketing when it comes to specialization. Thanks (again) to Andrew Schulkind for the wisdom!
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
We got into the nitty-gritty of measuring customer service success. Special thanks to Ori Faran, Ph.D. of Callvu for what ended up being a very enlightening conversation.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
It’s a big world out there with lots to do. But happily, consumers have the time to avail themselves of all those vacation-related options. Check out Robert Passikoff's latest brand guidance.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
Did you just say cancelling?? Yes - companies like Condé Nast and Pret A Manger are successfully improving retention rates and customer loyalty by offering value, flexibility, and easy cancellation processes. Adapting to evolving consumer needs, providing clear communication, and enhancing subscription options have proven essential in reducing churn and sustaining financial performance.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
Today's eye-opening statistic: By eliminating stockouts, merchants can grow their gross transaction value (GTV) by 20%. Anybody else shocked by that number? Thanks to John Shapiro for today's featured article.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
What if you could transform your business operations and customer success strategy simultaneously? I sat down with Sandeep Dube, the Chief Operations Officer and Chief Customer Success Officer at Intuit Mailchimp to talk through the complexities of that process when faced with making it happen on a global scale. GREAT conversation.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
The past two years have brought about some notable shifts in what young people consider important.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
Genesys' latest report, “Generational dynamics and the experience economy,” dives deep into global consumer and employee attitudes examining how they evaluate brands, their customer service expectations, and their workplace preferences. Ginger Conlon has the highlights.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
"91% of women feel that advertisers don’t understand them."
That was the statistic that started the conversation which led to the effort that produced what we think is the start of some pretty important work. Today we're announcing the publication of the first edition of the SheShops Report - The comprehensive view of the most important shopping cohort in the world. Special thanks to Ingrid Sierra, VP, Global Marketing of Finfare, and Mary Mathes, Director of Insights at Alpha-Diver for their immense contributions.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
So, there’s good news and bad news. The bad news is expectations move up every year. And that expansion isn’t exclusive to the luxury category, and every year there’s an awfully big gap between what consumers desire and what they see luxury brands delivering. Today's featured post from Robert Passikoff.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
I sat down with Ian Baer, a seasoned ad agency executive, to discuss advancements in AI that reduce market failures. We also highlight a kind of client interaction that underscores the importance of empathy and emotional intelligence in building customer loyalty. GREAT conversation with someone who understands what it takes to genuinely engage customers.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
It's a good moment to remind brands and the people who run them that genuine support – allyship – is more than just a June activity. Thanks Sarah Elizabeth Garnica, M.A for pushing us all to take brand authenticity a bit more seriously.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
If counterfeiting were a country, it would rank as the world’s tenth-largest economy, even surpassing Canada’s GDP. Let that fact sink in for a moment. https://buff.ly/3xyy3Jz
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
In this episode of Customerland, we explore the specifics of consumer expectations from loyalty programs with Jeff Zotara, Chief Marketing Officer at Arrivia. Jeff discusses key findings from Arrivia's 2024 Travel Loyalty Outlook, highlighting the stark misalignments between what businesses believe consumers want and the actual consumer priorities. Plus, we uncover the essential features consumers are looking for.
https://buff.ly/3zlOTfe
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
Brand loyalty is fickle. Take your eye off the ball and you could be in a pickle. Better to be a holiday brand winner than a wiener. Or is it??? Check out Robert Passikoff's latest.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
"As prospects grow into leads, their understanding grows and if you continue to speak in “101” level terms, you risk looking like someone who isn’t expert enough to understand their problem and provide an appropriate solution. What was once jargon is now familiar and expected, even if it’s not their native tongue." Solid wisdom from Andrew Schulkind.
https://buff.ly/3VEVLvt
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
A bit of context before you read this. I have a lot of respect for loyalty marketing professionals. A lot. They are, collectively, some of the smartest people in business and are also some of the most generous with their time and expertise. That being said, they (we) spend a lot of time discussing trends and technologies when IMHO we should be spending that time understanding the sea-changes in consumer expectations, channels and experiences.
Don’t agree with me? Then stay tuned to this space. Over the next few weeks we’ll be bringing in some of the heaviest of heavy-hitters to illuminate loyalty’s path forward.
https://buff.ly/3Xx9xmw
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
Something a little different on this episode. First I sat down with Hunter Thurman, who's founder and CEO of Alpha-Diver, on their latest report called the Snack 50. And if you haven't been a part of any of our previous podcasts where we unpack those reports, it's fascinating and offers insights that go well beyond that category into how consumers are thinking and behaving right now. And then later in the podcast I speak with Pegasystems' CTO, Don Shuerman, and Senior Director of Learning Strategy and Solutions, Kate Lepore, about some of the stunning things that Pega is doing in the world of AI.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
For a moment, let's talk about the value (and hurdles) of email marketing beyond opens and CTs. Let's think about the broader utility of this channel and what you could do with it if you had the right toolset in place. Thanks for Roy Wollen for keeping the main thing the main thing.
https://buff.ly/3xtDn0z
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
Retail Supply Chain management is complex stuff and is quickly becoming even more so. In this episode of Customerland, Santiago discusses the revolutionary “supply chain digital twin” technology powered by O9’s digital brain platform. Imagine having a precise digital replica of your entire value chain, complete with distribution lanes, lead times, capacities, costs, and even CO2 emissions—all optimized for better decision-making. Give a listen.
https://buff.ly/3VOx4yl
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
"When it comes to for-profit brands, you can’t just ask people if they think a brand is patriotic. Sure, you’ll get a “yes” or a “no” but it’s a tough value for consumers to articulate let alone for brands to accurately measure." Want to see how US consumers value their brands' patriotism? Check out Robert Passikoff's latest on TheCustomer.
TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.
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