Beyond digital and what many CMOs should be considering putting into their 2018 strategic plan

Baby boomer

Last year I wrote a piece called 3 Customer Groups That Are Being Overlooked In The Customer Experience Whirlwind. In it I ventured that there were a number of different groups of customers (The Rich Elders, The Private and The Quick) that weren’t getting a lot of attention. One of those groups, The Rich Elders, came into focus again for me recently in a conversation with Bruce Fielding, founder of Sterling.Agency, an agency that focuses on helping brands engage with

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Communities will become a core engine of commerce, innovation, experience, loyalty and service – Interview with Rob Tarkoff

Community

Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, what brands should be doing more and less of to help them engage more with their customers and the

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Online reviews have significant ROI with customers and prospects

This is a guest post from Adam Beeson, director of communications, G2 Crowd. Online reviews matter, a lot. A 2016 Local Consumer Review Survey from SEO and citation building service BrightLocal found that 84 percent of people trust online reviews as much as personal recommendations. In one year, that number jumped up by four points. With so many potential and current customers seeking information about your product or your company’s strengths and weaknesses, it is important to know how to

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The best marketing doesn’t feel like marketing – Interview with Tom Fishburne

marketoonist book

Today’s interview is with Tom Fishburne, the Founder & CEO of Marketoonist, a cartoon studio focused on content marketing. He’s also a very popular cartoon blogger and has just published a new book called: Your Ad Ignored Here: Cartoons from 15 Years of Marketing, Business, and Doodling in Meetings. Tom joins me today to talk cartoons, marketing, his new book what’s changed and what hasn’t in the last 15 years in marketing. This interview follows on from my recent interview

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Delivering a great customer experience is not really a technology challenge any more – Interview with Mark Smith

connected

Today’s interview is with Mark Smith, President of Kitewheel, which is the world’s only cloud-based Customer Journey Hub designed for innovative agencies and brands looking to move in step with the modern digital consumer. Mark joins me today to talk about the state of the customer journey, the rising amount of attention being placed on retention and what we can learn from a recent piece of research they have released. This interview follows on from my recent interview – You

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8 Tips for developing a brand identity that inspires customer loyalty

working

This is a guest post from Erika Brookes, CMO at Springbot. It’s not surprising that businesses spend billions each year trying to make customers loyal to their brand. In general, loyal customers are far more profitable than your average customer and can become powerful champions for your brand. However, to gain a legion of loyal followers, you first need to establish a brand identity that they can get behind. How your customers perceive your brand plays a significant role in

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Customer experience is all about empathy, here’s how to harness it

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This is a guest post from Oisin Lunny, Chief Evangelist, OpenMarket. Let’s face it: Mobile has changed everything. Today, if you can’t reach a personal contact quickly, it’s extremely frustrating. Likewise, when it comes to brands, if you can’t instantly get a hold of an airline, retailer, or bank–it’s infuriating. While many brands have caught on and adopted a mobile-first approach to customer service, many are still failing to meet customers’ expectations. They may be creating new ways to engage

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Big data and technology is undermining our ability to develop our own hunches – Interview with Bernadette Jiwa

Hunch

Today’s interview is with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of five best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Hunch: Turn Your Everyday Insights into the Next Big Thing, big data, decision making, where hunches come from and how we can develop our own hunches. This interview follows on from

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TK Maxx celebrates the friction in its customer experience

TK Maxx

A few months ago I wrote an article called: Do You Really Want To Create A Frictionless Customer Experience?, where I questioned the wisdom behind creating a frictionless experience. My central point in the article was that aiming to create a completely friction free experience could undermine a brand’s ability to create meaning amongst its customers as well as limit it’s ability to differentiate themselves from their competitors. Therefore, I was delighted to see a recent advert from TK Maxx,

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