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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

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

“Effect” or “epic” fails? Does it make you think which word is apt? Or could it be a typo? But no fail, that title got you. While this article will talk about the effects of customer experience fails, it will also give examples of epic fails. So there, it’s either. That’s how a typo error,Read 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

Customer Experience is one of the most recurring themes on this site. We have Customer Experience blogs touching on things like sales and marketing to best practices and examples of some successful CX campaigns. On my last blog “Research Rules – How to Create an Excellent Customer Experience Strategy In 5 Steps!” I couldn’t help butRead more

So, you’ve been hearing all this buzz about Customer Experience Strategy and decide your company can’t afford to keep away any longer? Keep visiting your competitor’s website and are greeted by one of these? Although installing a chatbot onto your site is not enough to ensure a better customer experience for your visitors, if youRead more

In a 2014 survey conducted by McKinsey & Company and the ANA, B2B and B2C marketers revealed the real forces disrupting marketing effectiveness today. Below is a summary highlighting the results. 1. Complexity and Fragmentation 48% of marketers reported that the fragmentations of the audience, and complexity of solutions and options for audience engagement, areRead more

We love our smart phones. For the vast majority of us, checking our phones for emails, text messages, news, and social media updates has become instinctual. Waiting in line for coffee…check the Weather Network app. At a red light…text your spouse. In a meeting…check email. At the airport…play online poker. At lunch…take and post anRead more

So, who’s done more for music, Apple or Starbucks? Interestingly, neither of the options are musicians, music producers or labels. We’ll get to that later. Apple has been credited for re-inventing – if not saving – the music industry after Napster turned the market on its ear. When peer-to-peer music sharing spawned a global undergroundRead more

We cannot turn on the computer these days without being inundated with “content is king” proclamations by marketers and social media strategists. Content marketing is touted as THE critical tactic in today’s social media practice for businesses. It’s defined as any type of marketing that involves the creation and public sharing of content in orderRead more