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 …

The Moment of Truth – A Co-creation Perspective

“Words are made for a certain exactness of thought, as tears are for a certain degree of pain. What is least distinct cannot be named; what is clearest is unutterable.” René Daumal   The Spanish expression “el momento de la verdad” signified the point in …

Your plan for growth in 2017

Current State We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Your costs are rising …

Do you know where your CX data is?

One of the biggest challenges CX practitioners face is uncovering actionable data that will help improve the customer experience.  Often company structure and culture play a big role in determining how hard/easy it is to dig out the data.  In this article I’ll help you …

CX Lessons Learned in 2016

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Experience is …