Non-obvious trends and what they mean for customer experience – Interview with Rohit Bhargava

Today’s interview is with Rohit Bhargava, who is a trend curator, author of five best selling books (including the Wall Street Journal bestseller “Non-Obvious”) and founder of the Influential Marketing Group (IMG). Rohit joins me today to talk about his latest book: Non-Obvious (2017): How to Think Different, Curate Ideas & Predict the Future, what […]

Beware cultural differences when aiming to deliver a great cross-border customer experience

  It’s often the smallest of things that make the difference between whether a business is a success or failure. And, nowhere is this more true than when a business enters a new and overseas market. Too often do firms assume that they can just replicate and implement their existing business and operating model in […]

Co-creation, innovation and when you should get your customers involved – Interview with Prof. Jan van den Ende

Today’s interview is with Professor Jan van den Ende, who is Professor of Management of Technology and Innovation at RSM (Rotterdam School of Management), Erasmus University, Rotterdam. Jan joins me today to talk about a research paper that he and some colleagues recently published and how ignoring customers’ opinions can lead to more successful products. […]

Behavioural insights and what is really going on in the minds of your customers – Interview with Dr. Simon Moore of Innovationbubble

Today’s interview is with Dr. Simon Moore (BSc, PhD, CPsychol), a Chartered business and consumer psychologist who specialises in uncovering emotional and personality influences on behaviour. He is also Management Director of Innovationbubble, a new type of insights agency that, using psychological insights and methodologies, investigates the real reasons that customers behave the way that […]

3 customer groups that are being overlooked in the customer experience whirlwind

Over the last year, I’ve noticed a number of different groups of customers that don’t seem to be getting a lot of attention. Here are three that have stood out: The Rich Elders. The first group are the older generation (65+ years), many of which are now ‘retired’. Now, they are not necessarily digitally savvy, […]

Recapturing personalized customer interaction in the age of ecommerce

This is a guest post from David Stephenson, Chief Data Officer at DSI Analytics. In days long-past, when a store manager understood and interacted individually with each customer, the manager had a fantastic capability to understand and to help each customer.  In our age of ecommerce, with millions of digital customers, recent technology developments have […]

The need to (re)consider the technology and human balance in customer experience

We’re currently at that time of year where many firms, large and small, are starting to make plans and set budgets for what they are going to do over the course of 2017. As such, we are in the midst of conference season and many firms are looking for ideas and inspiration on how they […]

Over 50% of a customer’s experience is driven by how they feel – Interview with Colin Shaw

Today’s interview is with Colin Shaw, Founder and CEO of Beyond Philosophy™, a global customer experience consultancy. Colin joins me today to talk about his new book (The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level – co-authored with Ryan Hamilton, a Professor of Marketing at Emory University in Atlanta, […]

Do you know what your customers truly want?

This is a guest post by Lexie Lu, a designer and regular blogger at Design Roast. As many as one-third of adults in the United States have “broken up” with a brand because they felt that the marketing wasn’t relevant to them or it was disruptive. When it comes to marketing, it can be difficult […]