Tag Archives: customer experience

12 Takeaways From The Business Book of Unawesome

I enjoyed reading The Book of Business Unawesome by Scott Stratten, author of Unmarketing.  This is the other half of The Book of Business Awesome. Following are my 12 key takeaways from Scott’s latest book: If your actions contradict your values, your values … Continue reading

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6 Steps to Improve Customer Experience

Interesting webinar by Dave Capuano, vice president of marketing at Verint, and Megan Burns, principal analyst at Forrester entitled “Customer Experience Is A Marketing Asset.” To me, delivering an outstanding customer experience (CX) is the predecessor to having outstanding customer … Continue reading

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Should Retailers Get Involved With Haul Videos?

Retail Wire just asked if we thought retailers should get involved with “haul videos?” in an article entitled Retailers Look To Increase Shopping Hauls. The answer to their question — yeah, I think so — duh! Customers are interacting with … Continue reading

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Why Won’t Companies Talk to Their Customers?

Empathica’s recent Consumer Insights Panel of more than 6,500 U.S. consumers found that despite a high desire to provide feedback, consumers are disenchanted by brands’ lack of responsiveness. Key findings of the panel: Eighty-five percent of consumers have provided come … Continue reading

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Jeff Bezo’s Top 10 Leadership Lessons

. . . and what I take away from them based on the work I’ve done over the course of my career. Base your strategy on things that won’t change.  This is why I think its critical to identify the … Continue reading

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12 Steps to Building a Customer-Centric Culture

Great white paper from Forrester, “How to Build a Customer-Centric Culture.” According to Forrester, a customer-centric culture is “a system of shared values and behaviors that focus employee activity on improving the customer experience.” Following are 12 steps to build … Continue reading

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10 Most Connected Companies in America

Interesting article from U.S. News entitled, “America’s Most Connected Companies.” U.S. News staff went looking for America’s biggest companies that are using data, cloud computing, social technologies and mobility solutions to be more “connected” to their customers with the goal … Continue reading

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3 Steps to Customer Experience Transformation

Thanks to Rio Longacre, managing consultant, marketing, sales and services at Capgemini for the following: For many companies the customer service element in CRM is often an afterthought. Banished to a windowless office in the bowels of the company, customer … Continue reading

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Are You Selling a Product, a Service or a Memorable Customer Experience?

Over the course of my career, I’ve worked with more than 80 clients and companies in 18 different vertical industries. My goal in working with each was to identify their strategic positioning — the long-term positive differentiation of their product … Continue reading

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Customer-Facing Employees Are Your Brand

I’m not a frequent flyer.  I might take six to eight flights a year.  When I have a choice, I fly American because I’ve always had a good experience with them over the past 30 years and my dad used … Continue reading

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