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Customer Experience

The Payoff for Apologies -- and the Penalties for Their Absence

Dianna Booher | Posted 07.28.2015 | Business
Dianna Booher

The father with his kids in tow yelled a couple of obscenities at the gate agent. "Why won't you just open that door and let us on that plane! It's sitting right there. I can see it!"

Days of 'Spray and Pray' Marketing Are Done

Ernan Roman | Posted 07.23.2015 | Business
Ernan Roman

Too much marketing communication and too little targeting has been behind a sharp uptick in brand damage.

5 Customer Experience (CX) Teachings ... From the Dentist Chair

Sarah Deane | Posted 07.17.2015 | Technology
Sarah Deane

I hadn't been to the dentist in quite some time - lets not dwell on the number of years. I had all those "great" memories - the awful tasting gum number, the sound of the drill, the scraping noise... and so the wonderful sound bank continues.

Human Data: The Powerful Differentiator

Ernan Roman | Posted 07.14.2015 | Business
Ernan Roman

Findings from the latest B2B and B2C VoC research conducted by our firm, ERDM, indicate that the key drivers for achieving deep customer engagement are self-defined life stages and attitudes toward the company and the product categories. So, today more than ever;

A Google Head of Product Commercialization Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 07.07.2015 | Business
Ernan Roman

Beau Avril, Global Head of Product Commercialization, Google Preferred will address 4 questions.

It's Not Political Correctness, It Is Free Market Capitalism

John Friedman | Posted 07.02.2015 | Business
John Friedman

When Macy's made their statement that their values of diversity and inclusion were incompatible with the statements Mr. Trump made they were not questioning his right to say them. They were expressing their freedom of association (and dissociation) with those articulated, public statements.

5 Steps to Earning Customer Loyalty

Gabriel Bristol | Posted 06.30.2015 | Business
Gabriel Bristol

If there was ever a time when providing good service at a fair price was enough to earn a customer's loyalty, it has long since passed.

CMOs Must Shift Focus from Transactions to "Addictive Experiences"

Ernan Roman | Posted 06.23.2015 | Business
Ernan Roman

Customers become "brand partners" when companies shift from treating them as transactions to creating addictive experiences which meet and exceed customer's needs.

3 Ways to Re-ignite the Bond with Current Customers

Ernan Roman | Posted 06.10.2015 | Business
Ernan Roman

Most companies take existing customers for granted. They make 3 deadly assumptions; customers understand everything about your products, you know everything about your customers and, customers feel you are so special that they will be yours forever.

3 Keys for Experiential Marketing Effectiveness

Ernan Roman | Posted 06.02.2015 | Business
Ernan Roman

By listening, acknowledging and involving customers you are inviting them to incorporate your brand into their life. Mastering this critical type of engagement is the essential ingredient that sparks successful customer experiences.

7 Tools for Understanding the UX of Your Business

Alex Ivanovs | Posted 06.03.2015 | Business
Alex Ivanovs

The main difference of having a good user experience and an amazing user experience will often crawl back down to the ability to understand our users, and their behaviors using our apps, websites, and products in general.

Who is Your Chief Customer Officer?

Amy Radin | Posted 06.01.2015 | Business
Amy Radin

I'm not one to believe that titles by themselves matter much. In fact I think the hierarchical behavior and entitlements titles convey can be destructive to the collaborative environment needed to nurture enduring, customer-centric results

Improved Customer Experience With Strong Social Media Strategy

Sarah D. Morgan | Posted 06.01.2015 | Technology
Sarah D. Morgan

I had the pleasure to work with Jeff Winton when he was the Director of IT for the Dallas Cowboys and was excited to hear about his new role at Sendero Consulting. His focus on best practices for customer experience has led to interesting lessons we can all share.

The Most Powerful Force in Successful Advertising Campaigns

Damian Bazadona | Posted 05.28.2015 | Business
Damian Bazadona

There are three primary ingredients to building anticipation: low supply, high demand, and some kind of an advance commitment -- some moment of "waiting." I'm not talking about creative word-smithing or witty ad slicks. This is about being organizationally patient and strategic.

Mercedes-Benz Head of Marketing Communications Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 05.28.2015 | Business
Ernan Roman

Article by Ernan Roman Featured on CMO.com Dr. Jens Thiemer, Head of Marketing Communications at Mercedes-Benz will address these 4 questions; What...

What a Cabbie Can Teach Us About World-Class Customer Service

John Bowen | Posted 05.27.2015 | Business
John Bowen

How do we differentiate ourselves from the other competitors on the playing field so we truly stand out to our clients and prospects? It's a hugely important question these days given all the noise in the marketplace -- and believe it or not, the best answers might just come from a taxi driver.

Poor Customer Service Prevents Repeat Business

Dr. Tiffany D. Sanders | Posted 05.18.2015 | Business
Dr. Tiffany D. Sanders

The experience my friends and I had at the popular Outback Steakhouse restaurant was an unusual and memorable one. Encounters such as this one can easily be misconstrued especially since the bartender was white and the customers were black. But one thing for certain, it illustrated how poor customer service can leave an aftertaste that will cause anyone to avoid patronizing at an establishment for years to come.

Women in Business: Kristin McClement, VP of Strategic Partnerships, Payfone

Laura Dunn | Posted 05.18.2015 | Business
Laura Dunn

Kristin McClement is responsible for the customer experience, driving the customer perspective throughout Payfone. Prior to this role, She served as D...

Have Smartphones Caused the Death of the In-Store Impulse Buy?

Phil Simon | Posted 05.13.2015 | Business
Phil Simon

While you're enraptured in your own little world, you're probably not paying attention to big things like gravity, never mind little packets of candy that you probably don't need.

How to Use VoC Insights from Employees & Customers to Improve Experiences

Ernan Roman | Posted 05.12.2015 | Business
Ernan Roman

We are often asked what sources of VoC insights should be used to improve the company's customer experience. And often, these insights are right in front of you--from your own customers and employees.

3 Ways Mobile is Impacting Your Marketing Right Now

Ernan Roman | Posted 05.05.2015 | Business
Ernan Roman

Your company has become a mobile experience for customers whether you are ready for it or not. Today's multi-device consumer is increasingly accessing your information, messaging and ads on a mobile device.

A MassMutual CMO Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 06.27.2015 | Business
Ernan Roman

Heather Smiley, CMO, Retirement and Worksite Insurance at MassMutual, will address these 4 questions.

What is Poor Customer Support Costing Your Business?

Gregory Ciotti | Posted 06.25.2015 | Business
Gregory Ciotti

While some companies view service as nothing more than an expense, the data show that providing great experiences is just as rewarding for customers as it is for your bottom line.

WATCH: The Secret to Bird Feeding (and Innovation Success)

Markus Giesler | Posted 06.24.2015 | Business
Markus Giesler

In this ten-minute TEDx York University talk, I recall the simple yet eye-opening bird-feeding experiment that sparked ten years of innovation research to suggest a much-needed shift in our innovation thinking.

Don't Ignore These Three Customer Journey Experiences

Ernan Roman | Posted 06.20.2015 | Business
Ernan Roman

Every consumer is on a journey when they interact with your brand. And each of their journeys are likely to be quite different.