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 Marketing or purchasing funnels have been replaced by more descriptive and relevant customer journeys.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, loyaltyCompanies that delivered great customer experiences outperformed laggards by a considerable margin for five years running based on a study by the Watermark Consulting group. The authors of the study attribute the success to customer retention, greater share of wallet, positive word of mouth and lower expenses due to reduced service related costs. Today empowered […]
View PostGuest Post by Tom Whatley Content marketing has grown and grown over the last 12 to 18 months, and when done right it can be a huge source of new traffic and leads. This is great for attracting top-of-funnel traffic, but what about using content as a driver to build relationships with new clients? It’s […]
View PostHolding 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 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 […]
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