Customerland

04/11/2024

This piece has been marinating in the backwashes of my brain for a long time – a few years, at least. And since I first started thinking about the incredibly long list of things marketers must know and master, that list has only gotten longer and more complex. I’ll avoid the obvious riff on average CMO tenure but having met some very bright, very successful and very long-tenured CMOs recently, I can assure you there is hope. And a path.

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

01/11/2024

Leveraging big data and analytics isn’t just a question of deploying the right technology – it’s also a question of knowing how to use it. Aside from silos, this is the number one issue I hear from progressive executives. Thanks to Spencer O'Leary of ActiveOps for this week's big think.

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

31/10/2024

"And in the worst cases, we see marketers move on to their next marketing challenge, either out of boredom or because they’re overwhelmed trying to keep up with it all." Raise your hand (in private) if that's ever been you. And thanks (sort of) to Andrew Schulkind for holding me / you / us a bit more accountable.

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

30/10/2024

What kind of music do you most like shopping to? Believe it or not, there's a science to the answer. In this episode, I sit down with Matthew Elsley and Nick Larkins from Qsic to explore how music and sound can influence retail success. Matt and Nick offer insights into how physical stores can leverage immersive audio strategies to stand out from online competitors.

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

29/10/2024

It was W. Edwards Deming, statistician, researcher, professor, and author, who said, “Without data, you’re just another person with an opinion.” Ain’t that the truth. Robert Passikoff on the (actual) trends brands should be paying attention to.

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

28/10/2024

The challenge is making sense of such a bounty of disparate data. How can franchises bring together, organize, and use first-party data to understand their fans at a deeper, more personal level? Cooper Helfet knows what a lot of sports marketers need to. Before his role as Vice President of Strategic Growth at Amperity, Helfet played professional football as a tight end for the Seattle Seahawks and Oakland Raiders.

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

25/10/2024

As generative AI rolls out in the workplace, we’re seeing the start of its potential, but it isn’t where the tech world thought it would be. Thanks to Ronald White at Avanade for the insights.

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

23/10/2024

In this episode, we sit down with Vinod Muthukrishnan, VP and COO at Webex Customer Experience, to explore his journey from the merchant Navy to co-founding Cloud Cherry, a company focused on improving customer experiences. Vinod shares how he made customer needs a priority, even when technology posed challenges, which eventually led to Cloud Cherry's acquisition by Cisco.

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

22/10/2024

Now that the hype-dust has begun to settle, the message is clear: Whether you’re just starting with AI in CX or expanding its role in your customer and employee experience operations, now’s the time to build out your strategy to optimize AI’s impact. Thanks to Ginger Conlon for the clear-headed guidance.

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

21/10/2024

According to the latest State of Subscriptions and Revenue Growth Report, 73% of companies plan to raise their prices this year, reflecting a widespread response to the current economic climate. What's behind the trend?

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

16/10/2024

In the third episode in this 3-part series, Michael Ribero and I take a closer look at how loyalty programs can evolve to meet the changing needs of today’s diverse consumer base. We address the key question: How can brands "fix" their loyalty strategies to build meaningful, lasting connections with customers? Do you need to "break" your loyalty program in order to fix it?

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

15/10/2024

"Yes indeed, brands capitalize on elections all the time because voting is a fundamental aspect of a democratic society. Well, that and, as it turns out, something that allows brands to promote themselves while capitalizing upon a fundamental aspect of a democratic society. Too much irony?" Robert Passikoff on brands - today on Customerland https://buff.ly/3NLBS2F

09/10/2024

A week ago we published the first of three episodes of Breaking Loyalty dedicated to building Loyalty programs that work and that last. Today we're dropping Part two in the series which covers what customers are looking for and how to reconcile that with what companies need. If you are involved in loyalty, if you manage, lead or oversee loyalty programs, then these three episodes are designed for you. Michael Ribero is the architect of some of the world's leading loyalty programs and you won't want to miss his insights and guidance.

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

08/10/2024

"If a consumer’s initial association about you is your category, you’re not a brand. You’ve regressed to become a Category Placeholder." Robert Passikoff has been analyzing brands and helping to grow them for more than 25 years which means IMHO he's a voice worth paying attention-to.

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

07/10/2024

The exponential growth in CX capabilities (hello AI!) is rubbing up against a precipitous decline in satisfaction rates. That gap represents CX gold - if you know where to mine for it. (pls forgive the mixed metaphors) I love Neal Keene's thinking here. https://buff.ly/3zK61Mh

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

04/10/2024

Interesting question that Brian Gruidl poses about who really "owns" the email? If your enterprise relies on email for any portion of your channel mix then you probably need to be asking yourself some of these questions.

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

03/10/2024

I hold the (well-substantiated) opinion that Loyalty people are some of the smartest people in business. To design, manage and optimize an enterprise loyalty program is to be a master of ops, marketing, comms, data, tech and human psychology all functioning interdependently to enrich customer relationships. Sound like a lot to juggle? It is. Which is why talking with people like Michael Ribero, who has architected some of the biggest and most innovative loyalty programs around, is such a big deal. It's an opportunity to hear from one of the masters. The very good news is that we produced 3 episodes of the Customerland podcast dedicated to Mike's understanding of the issues and the fixes. The first of those 3 episodes has just dropped.
https://buff.ly/3TRP0GQ
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TheCustomer covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

02/10/2024

Part 1 of Breaking Loyalty just dropped! Michael Ribero has architected, built and fixed some of the largest loyalty programs in the world and is bringing the goods in the first of three episodes dedicated to fixing broken programs. In part 1 he explains what's not working and why. In parts 2 & 3 he goes into the specific fixes. Check it out here (https://buff.ly/3TRP0GQ) and throughout the rest of the podcast universe.

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

01/10/2024

On the heels of Verint Engage 24 - We're well past the shiny object phase. AI continues to reshape the CX landscape, with real-world applications now delivering measurable business outcomes.

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

30/09/2024

It's broken. You know it's broken. Let's get together and fix it.
Mike Ribero has architected, strategized, built and fixed some of the best-known and most-innovative loyalty programs in the world. He will be delivering his proven methods in 3 weekly episodes starting this Wednesday, October 2 as part of our Customerland podcast series. It’s going to be an honest (sometimes painfully honest) look at what’s wrong, what customers and brands need from a loyalty program, and then, practical guidance on the fixes. If you operate, manage, lead or oversee enterprise loyalty then you won’t want to miss this rare opportunity to hear from one of the industry’s true masters.
https://buff.ly/4gIh8WH

27/09/2024

Prime Day is more than the biggest “holiday” sale in the soft summer season; it’s a chance for brands to collect information that will help supercharge their all-important Q4 strategy.

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

26/09/2024

"Data is Storytelling". It turns out that the best Consumer Insights are storytelling as well. That was just one of the themes that emerged during a recent conversation with Brett Townsend of Quester. He recently co-authored a book entitled "Insights on the Brink" with Tim Hoskins to break down the CI industry's place and potential in the broader marketplace of value. GREAT convo.

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

24/09/2024

Some brand name changes have been made in reaction to consumer preferences, behavior-trends, and have been driven by increased access to search data. On the other hand ... Robert Passikoff's latest is instructional for any brand contemplating an update - or a hatchet job.
https://buff.ly/3MUFHSr