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Customer Experience

Talking Branding With Greg Long & Bruce Beach of Peligroso

Yasamin Beitollahi | Posted 11.18.2015 | Business
Yasamin Beitollahi

Branding is a big area of interest for any business. Whether from the vantage point of a consumer or marketer, the only truly defendable brand positio...

Personalized Service in the Age of Digital Commerce: A Diagnosis and Prognosis

Michael D. Shaw | Posted 11.13.2015 | Business
Michael D. Shaw

When did the primacy of the consumer fall victim to the capriciousness of indifferent employees, rude personnel, and complacent executives?

Is Customer Experience the Next Killer App?

John P. David | Posted 11.12.2015 | Business
John P. David

Everyone in service businesses talk about it. lists more than 100,000 titles on the topic. Sometimes it seems like it's a quest that challenges every business owner in America. I'm talking about the concept of "exceptional customer service."

Fire Customers

Peter Aceto | Posted 11.12.2015 | Business
Peter Aceto

When leading change, keep what is best about your culture and rotate around your strengths.

Your Customers Have Forever Changed: When Will You?

Rob Tarkoff | Posted 11.11.2015 | Business
Rob Tarkoff

Business as we knew it is gone forever. That sounds a bit dramatic, but think about the changes you've seen in the last five years in digital and soci...

Customer-Driven Innovations Deliver 8 Times the Revenue as Employee Ideas

Ernan Roman | Posted 11.11.2015 | Business
Ernan Roman

Once upon a time, brands made products and consumers bought them. But not anymore. Today, it's all about what people want to buy -- not what companies want to sell. Consumers have very smart and specific ideas about the products they are willing to purchase. And, it's the brands that listen who get their business.

3 Tips to Make Wearable Technology Work

Catherine Calarco | Posted 11.09.2015 | Healthy Living
Catherine Calarco

Does your technology resonate with the individual? Does your brand inspire people to get involved? Build revenue and profit with purposeful technology. Read these three tips that will help you to better understand creating compelling apps in the wearable tech market:

Book Review: X: The Experience When Business Meets Design by Brian Solis

Simon Mainwaring | Posted 11.06.2015 | Books
Simon Mainwaring

Bestselling author, renowned digital analyst and futurist, Brian Solis has released his 7th book, X: Where Business Meets Design. Over three years in the making, X explains the importance of creating memorable moments for customers in every encounter they have with a brand, and how this is the defining element of future success.

Five Ways for Savvy Spa Owners to Give Good CX

Linda Harding-Bond | Posted 11.06.2015 | Business
Linda Harding-Bond

Customers want to feel special. The very act of coming to a spa indicates that they are in need of care.

Lighting the Pilot Light of Service

Chip R. Bell | Posted 11.03.2015 | Business
Chip R. Bell

A great customer experience comes from service people who demonstrate strong self-confidence, even in the midst of shopping chaos and holiday mayhem

Emotion Is the Future of Customer Experience

Jason Wesbecher | Posted 10.30.2015 | Business
Jason Wesbecher

No purchase is void of emotion. Brands have spent millions attempting to connect positive feelings to a product, from De Beers equating diamonds to affection to McDonald's insisting that their customers are "lovin' it."

How Brand Ambassadors Make Social... More Social

Ernan Roman | Posted 10.28.2015 | Business
Ernan Roman

People are social beings. So why is it that most corporate social postings are both irrelevant and anonymous? Putting a personal, social component into your social marketing is imperative to engaging 2-way communication.

Does Your Marketing Strategy Enable Customers to Have an Experience?

Sarah Deane | Posted 10.28.2015 | Business
Sarah Deane

If you haven't been in hibernation over the last few years, you ought to be well aware of the incredible changes the world has undergone. How we work, operate, live and even think has been transformed by the power of a constantly connected mobile and "social" world.

Selling to the Unpredictable Customer

Brian de Haaff | Posted 10.28.2015 | Business
Brian de Haaff

Customers are an oxymoron today. They are more knowable than ever before but harder to actually understand. Constantly on-the-go and hard to pin down, it's more difficult than ever to engage them in a conversation. So, why do we keep using techniques from a decade ago to grab their attention?

E-Commerce Horror Stories: Halloween Edition Part 2

Amit Bhaiya | Posted 10.28.2015 | Business
Amit Bhaiya

Only a few days to go before one of our favorite holidays of the year- Halloween! If you haven't seen our past bundle of scary stories, take a peak here. Running an online retailer, just like any other job can be extremely stressful, especially when having to rely on the internet for success.

The Damage Brands Suffer From Breaking Promises

Ernan Roman | Posted 10.21.2015 | Business
Ernan Roman

According to a recent report by Gallup, a brand promise represents everything a company stands for, it is the unique statement of what the company offers, what separates it from its rivals and what makes it worthy of customers' consideration.

50 Important Customer Experience Stats for Business Leaders

Vala Afshar | Posted 10.15.2015 | Technology
Vala Afshar

Customer experience is the last source of sustainable differentiation and the new competitive battleground. -- Tiffani Bova, Gartner Vice President a...

Artificial Intelligence as a Customer Experience

Markus Giesler | Posted 10.13.2015 | Business
Markus Giesler

Are some of the most successful tech experiences about cutting-edge technology or about powerful humanity? Or are they about experiencing the latter through the former?

Marketers Must Understand The New Mobile Mind-Set Of Immediacy

Ernan Roman | Posted 10.06.2015 | Business
Ernan Roman

In the spring, Google rolled out algorithm changes to devalue "non-mobile-friendly" websites in its search rankings. This has added additional fuel to the ongoing mobile marketing conversation.

6 Things You Learn From Spending 18 Straight Hours in a Starbucks

Thrillist | Posted 10.06.2015 | Taste

By: Dan Gentile Credit: Dan Gentile/Thrillist No matter how you feel about the Jolly Green Mermaid, you've followed the siren song to a Starbucks a...

Founder of Stitch Fix Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 09.30.2015 | Business
Ernan Roman

Article by Ernan Roman Featured on Inspired by the opportunity to create a truly personalized online shopping experience by blending the bes...

CMOs: Is Loving your User the Best Way to Achieve Enterprise Dominance?

Daniel Newman | Posted 09.28.2015 | Business
Daniel Newman

When your customers feel the love, they will reciprocate through appreciation and loyalty. And they'll spread the word. It's safe to say that with better customer service, you will always be one step ahead of the competition.

Tips for Innovating with Integrated Messaging and Experiences to Engage Customers

Ernan Roman | Posted 09.23.2015 | Business
Ernan Roman

Michaels and Sally's are taking omnichannel to new levels through interconnected campaigns that blend and blur the lines between media boundaries to achieve a united 360-degree presentation of messages and experiences to consumers.

How Training Can Help Hospitality CEO's Holiday Headaches

Linda Harding-Bond | Posted 09.18.2015 | Business
Linda Harding-Bond

If you are a CEO just imagine doing something different this year. Imagine issuing an edict that training your spa team to engage and sell is part of a new company-wide proactive approach to a retail revenue management strategy.

Is Your Customer Service Experience Superficial?

Sarah Deane | Posted 09.18.2015 | Technology
Sarah Deane

The other day I heard a story about a friend's recent experience with an energy services company. It got me thinking about the impact of a "superficial" or "surface level" customer service.