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Anxiety: A Creativity Thief?
Have 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...
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Is a memorable customer experience a differentiator?
Differentiating 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...
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Evolving to Customer Experience Marketing
Consumers 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...
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Smartphones are Changing the Marketing Landscape
Mobile 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...
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Why should I care about customer experience marketing?
Source: 1st Financial Training There 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...
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Raving Fans to the Rescue
Holding 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...
View Article50 thought provoking customer experience stats in 9 categories
This 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...
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The Secret of a Successful Customer Experience
There 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...
View Article4 Keys to Create a Differentiating Customer Experience
I 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...
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5 Design Principles That Drive Social Customer Experience Marketing
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...
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