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
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Despite one’s views on what an influencer is or isn’t, it’s impossible to ignore the power of influence marketing; if not as a sales tool, certainly as an opportunity to raise brand awareness. Regardless of the purpose for choosing an influence marketing strategy, the success of any campaign is, in part, related to the offerRead more
My last post here on Sensei blogs shared some statistics that demonstrate the disruptive effect of smart phones on the photography habits of consumers. Mobile technology and devices have had a disruptive influence on many aspects of our lives beyond digital photography, which, in turn, has disrupted how businesses must engage consumers. Mobile is DisruptingRead more
I have attended a few conferences lately where I’ve heard both presenters and attendees use the terms “customer loyalty” and “customer advocacy” interchangeably, which frustrates me to no end – especially when it’s done by so-called “marketing experts.” In my experience, customer loyalty and advocacy are not interchangeable concepts. There’s a significant difference between the two.Read more
So you’ve been a loyal Delta Airlines customer for 10 years, travelling almost 300,000 miles. You’ve chosen it over other airlines even when Delta’s flight options require one- or two-stop layovers. When a competitive airline’s price was lower, you remained loyal to Delta and paid the extra fees. You’re a loyal customer. Your loyalty earned you Silver, GoldRead more
Customer loyalty programs first launched with great marketing hype surrounding their intention to thank and reward the business’ most loyal customers. Truth be told, they were conceived as part of a customer acquisition strategy and designed to be a differentiator that pulled customers away from competitors or to encourage repeat purchases. These programs have expandedRead more
This week I’ve been exploring the conflict between employee and corporate brands here on Sensei Blogs and during our weekly Twitter debate. The discussion has taken many twists and turns touching on HR policies, corporate risk, brand strategies and even customer service; however, during this week’s #bizforum chat there was one issue that really capturedRead more