Blog

One of the things marketers and brands alike continue to be excited about is the potential of Big Data and Artificial Intelligence (AI). This excitement is understandable – the ability to tap into previously unheard of sources of information about our customers is a very big thing indeed. Whether the excitement being generated is fullyRead more

The more things change, the more they stay the same. That could be construed as the theme of the customer experience trends we see coming in 2020. Or maybe we were just ahead of our time in 2019? In a nutshell, we’re still looking at consumer-driven engagements and experiences that add value to the consumer.Read more

I’m a marketer. In marketing, our mission, if you like, is to instill desire. You may see a product you like, but don’t necessarily need. Marketing’s job is to instill enough desire around that product to make you need, or want, it. While there are several facets to marketing – including the afore-mentioned desire, asRead more

There’s a popular saying that marketers have ruined social media. As a marketer, I agree and disagree. Yes, crappy marketing by brands, or crappy marketers in general, ruin social media. Yet that’s been true of any crappy marketing, and it’s not restricted to social media. Let’s face it, crappy anything ruins something. A crappy experience with aRead more

When it comes to defining how your business is perceived, customer experience plays a crucial role. Not only does it determine how loyal your existing customers are, but it also determines the brand perception of your business for new customers and/or clients. A perfect example of this was when my wife and I moved intoRead more

How important is the customer experience in the modern marketing climate? More than 80% of companies currently compete based largely or entirely on the basis of customer experience (CX). As well, according to one study, customer experience leaders outperform the market. In other words, what you sell or what you charge for it isn’t asRead more

In an era of mobile technology, the choice to do and make business is no longer tethered to a desk. Customers now judge a brand by its digital experience.  Mobile solution delivers more than just the convenience of connectivity and productivity to do business wherever and whenever.  The business case is clear and real asRead more

Artificial intelligence is well on its way to taking over the world. But that’s not a bad thing — that’s a good thing. The successful use of automation, artificial intelligence and emotional intelligence not only frees up time and resources for businesses, but it helps those companies to excel at a much higher rate thanRead more

I am loyal to a particular brand of shampoo but the buck stops with me. I have an affinity to this one coffee shop, but not really loyal to it. Until it had a rewards program, at least… In not so many marketing jargons, simply put from a customer’s perspective, that’s loyalty and advocacy rightRead more

Today, pretty much every industry uses (or should be using!) video marketing. The healthcare industry is no exception. According to a report from HubSpot Research, 2019 is the year for video as a “holistic business approach”, meaning video content will be produced by all industries in a conversational, actionable, and measurable way. Video on landingRead more