THE 4TH DIMENSION: THE NEXT FRONTIER OF CUSTOMER EXPERIENCE
In terms of Customer Experience and eCommerce strategy we could, and should, be doing a lot better. We seem partially stuck in old ways, many businesses only slowly adapting to new consumer demands and eCommerce potential, or indeed requiring events like a global pandemic to be forced into a future we already knew had arrived. […]
HARNESSING THE POWER OF THE NETWORK. THE POWER OF PEER-TO-PEER
For many years we have been talking about the power of the network. As social media has expanded, both the Speed, Reach and Power of peer networks have grown. But most brands and business still fail to harness the power of either User-Generated Content or leverage the peer-to-peer conversation favourably. More worryingly, most do not […]
MASTERING THE METAVERSE: WHY CONSUMERS ARE READY
It is one of the most frequent questions I get asked these days. What about the Metaverse? Is it just all noise or should we be stepping into the space as brands? What will it mean for the Customer Experience? Are consumers ready or is it just Zuckerberg trying to run away from reality (and […]
FROM PASSIVE TO ACTIVE: WHAT TIKTOK TEACHES US ABOUT COLLABORATION
”We put the customer at the centre of our business”. This is quite possibly the most overused and underdelivered corporate phrase about. What it usually means is that a business needs to ensure they listen to what their customers want, in case it turns out not to be them. For most businesses the customer is […]
LOVE IS A VERB PART III: SPEAK THEIR LANGUAGE. THE 5 LOVE LANGUAGES
In the last two articles, I have spent time detailing 10 healthy attributes of personal relationships and suggesting we map them on to our customer journey. As digital transactions often dominate initial interactions, we have to get better at ensuring we build relationships across all touch points of the customer experience, be they physical or […]
LOVE IS A VERB PART II: CUSTOMER EXPERIENCE & RELATIONSHIP
Welcome back. If you somehow have arrived here having skipped over reading Part One of this series, you can revisit and catch up (or just watch the You Tube video if reading one article is enough for today). This ‘Love is a Verb’ series continues to look at the nature of relationship, regardless of whether that is […]
LOVE IS A VERB PART ONE: 5 THINGS YOU NEED FOR A CUSTOMER RELATIONSHIP
Coming out of the pandemic, there are key aspects to all of our relationships we value more than we did 18-months ago – connection, authenticity, honesty, transparency and vulnerability to name a few. Relationship with self, our partners, family and friends were all put under new pressures, and as we emerge into this post-pandemic reality, […]
I KNOW WHAT YOU NEED THIS SUMMER: 5 THINGS YOUR CUSTOMER’S CRAVE
As we face into the summer of 2021, the Big Take Back summer, we are in a very different psychological and social space than previously experienced, as is your customer. Last summer we had just come out the other side of the initial pandemic exposure, vaccines were still unavailable, and other more transmissible variants were […]
FORGET MILLENNIALS, GEN Z IS THE FUTURE: 5 THINGS TO THINK ABOUT
Everyone is tired of hearing about millennials, particularly the millennials themselves. Every article you read or conference keynote you hear, the word millennials is either over-used or over-generalised. How to manage Millennials in the workplace? What are the consumer expectations of the Millennial Generation? What do Millennials want from life? All valid questions to ensure […]