Focus on Culture to Drive Customer Engagement

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. The customer’s expectations have risen to learning what to focus on and how to invest your …

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Measuring Loyalty ROI

Is your program performing? Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most …

Let’s Get Geeky About Inventory…

One of the definitions for the word Inventory is: “detailed, often descriptive, list of articles, giving the code number, quantity, and value of each catalog.” What does that have to do with SuiteCX? SuiteCX has mastered the concept of Inventory by creating a standalone map …

New customer loyalty measurement tool taps Data Republic’s marketplace

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments. The …

Retail Transformation: Selling Things → Selling the Experience

Over the last 10 years the retail industry has been radically transformed. Whether retailers are ready for it or not, consumers have become hooked on the real-time, personalized world. Consumers expect to get what they want, when they want 24/7. They also expect to be …

Measuring Retention and Marketing ROI

Investments in customer loyalty are booming. Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. 35% …

CXPA Lessons learned from CXPA

Most companies are struggling with Customer Experience. They have very limited resources (the average department seems to be one or two people) so their ability to tackle some of the more strategic issues is very limited. Senior management talks about customer experience and how important …

Paying Attention to Customer Behavior Means Big ($$$) Returns in Email

Although email has evolved and matured to the point where is essentially ubiquitous, I continue to be amazed at how little attention is paid to how to incrementally measure and improve the results – particularly since the entire process is incremental.  There is an all …

Automotive Industry Transformation = Disruption or Opportunity?

Over the past two decades we have witnessed a massive transformation in the automotive industry, driven primarily by advances in technology.  Where once the value in vehicles was 90% hardware-based, this has shifted to more than 50% software-based1.  Not surprisingly, this has dramatically changed the …

Why are Companies Failing at Customer Experience?

Brands are all touting customer experience but most are failing. Brands think they understand customer experience because they have Customer Data, and even Big Data. They use analytics and some technology to drive their next best actions. But lots of data without real insight isn’t …