How brands should lead through change, during and after coronavirus
Marketers debate how brands can make the crucial adaptations required by the current pandemic, and ensure positive change is maintained afterwards.
A quick view on Brand vs. Customer (Experience)
CX and Brand are very similar. It is like the half full and half empty glass, just with a different view and focus.
MAKE A DIFFERENCE… between CRM & CXM
We all know what CRM stands for… Customer Relationship Management. These days Customer experience is more and more important and there are several namings out for the new systems.
The Content Experience Also Shapes the Customer Experience, Design Accordingly – Brian Solis
Did you know that 90% of smartphone users are not absolutely certain of the specific brand they want to buy when they begin looking for information online? And, 65% look for the most relevant information…
Ensuring Alignment of Your Brand and Your Customers’ Experience
Brands should take the time to reexamine their mission and values to ensure that they are still in alignment with those of their customers.
Does the customer needs to empathize into the brand or vice versa?
Yesterday I have had a great discussion which ended with the sentence “why a customer needs to empathize into the brand”. This is the same like if the glass is half full or half empty. Very similar but a huge difference.
MarTech Insider Anand Thaker: Marketing Not Aimed at Building Real Relationships with Customers? Cut It.
Great talk by Brent Leary with Anand Thaker about the changing marketing strategy in times of Covid-19 and Customer Experience.
Channel thinking, the death blow of true #CX
Still wondering that people still think that the channel is important. CX isn’t a new topic, meanwhile it should be clear that the channel thinking approach is wrong.
Does COVID-19 mean that customer experience is no longer relevant?
Many readers will be very familiar with Abraham Maslow’s Hierarchy of Needs – something
The customer journey madness
Companies define the customer journey as “journey maps”, other rename campaign solutions to journey solutions. In truth the customer defines the journey which means that it is the “customer managed journey” and not the “managed customer journey”.