Traditional marketing was known for its inside out approach. The idea was to create a cumulative series of messages known as brand impressions. Marketers bought media and launched campaign after campaign designed to generate sufficient awareness so the consumer would respond to these messages at the point of purchase and buy the product. Hannah […]
View PostI wrote about five ways to create an engaging customer experience here. Based on the response there seems to be some interest in the topic. In the post I identified five ways of creating an engaging customer experience as: Providing Utility Nurturing Community Creating Connection Offering Choices Delivering Convenience Customer experience is becoming […]
View PostThere is a growing body of evidence, based on research, that connects a brand’s performance to engaged employees. Engaged employees are able to consistently provide a differentiating customer experience. There is an equal, if not greater, amount of research indicating that most employees are either not engaged, or worse, actively disengaged. In a recent study, […]
View Post employee engagement, engaged employees, happy employeesThis post first appeared on my Customer Experience column for Maximize Social Business. Increasingly, the marketing landscape is undergoing continuous change. Empowered consumers, the Internet and technology are some of the significant forces shaping this new landscape. Marketing or purchasing funnels have been replaced by more descriptive and relevant customer journeys. Brands that hope to […]
View Post customer experience, CXO, loyaltyHolding a magnifying glass to your business’s blemishes “It’s hard to find good help these days.” “Customer Service is dead” “The customer is always right.” We’ve all heard these adages when it comes to the interaction between your brand and it’s consumer. These days with the prevalence of social media and online networking your customer’s […]
View PostThere are three ways to grow your business: 1. Get more customers 2. Sell more to existing customers 3. Keep customers longer Focus traditionally has been getting new customers in the door. unfortunately it’s a revolving one. Marketing departments create and fill sales funnels only to lose revenue when customers are filtered out. All this […]
View PostMobile marketing has changed. As phones have evolved and become more powerful and more utilitarian, mobile business strategy has changed and reshaped itself simultaneously. It used to be enough to have a banner ad taking up a small percentage of a tiny screen on an underpowered device. Now anything a computer can do, mobile can […]
View PostConsumers have choices and alternatives today that we probably classified as science fiction a few short years ago, as is evidenced by the options provided by Amazon or Zappos. Amazon has a host of features and products one can access from apps or their website using any smart device or computer. Daily emails arrive announcing […]
View PostDifferentiating Customer Experience My wife and I recently went to Pho 1 here in Richmond for a Vietnamese dinner. We have known about food and experience for some time. In fact, the experience is reminiscent of what I have experienced in small towns where everyone knows everyone, but in a way that makes you feel at […]
View PostHave you ever thought of anxiety as a creativity thief? I am not talking about concerns, I am talking about the wake up in the middle of the night can’t think about anything else anxiety. As a business owner, I understand anxiety, and more importantly, I see it when I talk to my clients. So […]
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