Blog

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

Think of Artificial Intelligence not as something to replace humans, but automating and augmenting our cognitive skills. From repetitive and mundane tasks to predictive analytics across multiple industries, AI has the intelligence of human thought but at a much larger scale. Depending on the type of AI in use, it can even go beyond humanRead more

Hootsuite, the most widely used social media management platform, has declared that the “age of experience” is over, and we’re now entering the “age of the individual.” As a result, there will be multiple shifts in social that will redefine customer experience. But what does this mean for the business, or the customer?  For starters,Read more

As customer service increasingly moves on to social media, it is now more important than ever to have a good strategy if you want to offer great experiences. Starting with a good strategy can be the difference between generating an army of loyal customers and a horde of trolls. Here’s what I’ve learned from aRead more

What you want to know from your customers, and what they need to tell you, are two different things. While it’s important to find answers to the questions your business might have, answers to questions you never asked are -arguably – more important. Customer experience is about the connection your brand makes with its customersRead more

Social media continues to allow more businesses to tell their story, drive awareness, generate sales, acquire customers, and foster customer loyalty. But while customer acquisition may be THE goal, social media is equally key at converting those customers into your influencers and brand advocates. The customer experience that social media delivers is not in theRead more

Week after week, it seems we’re bombarded with poor customer experience examples when it comes to airline companies. From dragging passengers off planes to charging to change the flight of a family whose 3 year old son’s appendix burst, the horror stories are endless. But do these stories make any difference? With flights cheaper thanRead more

Customer experience and brand advocacy go hand in hand. Get the customer experience right, and your brand advocates will grow, both internally and externally. Yet as the ways brands interact with customers adapts and changes, and technology plays as big a part as the human interaction, how is customer experience evolving? Is it, or areRead more