Tags » Customer Experience

If You're Still Shying Away From Using Technology To Improve Customer Experience - You're Doomed

You must relentlessly ask: Is this harder for the customer to do? Relentlessly. Because, today, in an increasing number of areas, if it’s not easy-to-use, it’s dead in the water.

661 more words
Customer Experience

Things can only get...worse?

This is an unedited version of an article which appeared in the December 2017 edition of Market Leader, the strategic marketing journal for business leaders, and is reproduced with their permission. 811 more words

Customer Experience

There's no difference between your brand and customer experience

Merriam-Webster defines brand in a number of different ways. There’s the straightforward, farm application: a tool used to produce a brand. They also feature the more industrial use case: a mark made by burning with a hot iron to attest manufacture or to designate ownership. 338 more words

Brand Strategy

Hey, Google "Did Alexa kill CES as we knew it?"

Look closely. You will see in this image the epitome of CES 2018. Amazon Alexa, well positioned on the floor with a full year plus of partnerships and integration including CES 2017 where they dominated the strip, floor and discussion. 1,227 more words


“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” - Jeff Bezos

What is the urgency of transforming (changing) the digital customer experience. Just think of the many customer experience fails that were magnified to thousands or millions of potential customers. 55 more words

Digital Business