Depending on who you are as a person – even after trying to fully align this post with your professional interests – you may not give this post a read beyond this first sentence. And that’s exactly the point of this post. The content marketing world is heating up. Customers are saturated with an overload […]
Including personality types into marketing segmentation Read More »
Promotions and customer experience are crossing new frontiers! The latest is Horizon Blue Cross Blue Shield of New Jersey launching a loyalty program that rewards people if they exercise regularly. Preventative healthcare is big today, especially as insurers find new and innovative ways to reduce redemptions, and then hopefully, our premiums. Initiatives such as these on connected
Connected customer experiences – Now HorizonbFit! Read More »
With better store experiences, price match guarantees, ship-from-store innovations and using the concept of “stores in store”, the impact of show-rooming appears to have been stemmed towards the latter half of 2013. News about Best Buy having some success this past holiday season is all around us. The keyword in the opening paragraph is
The end of show-rooming, or the beginnings of the ecosystem war Read More »
Happy to report that I finally published my book on The 5 Principles of Competing in a Digital World. In a rapidly evolving and connected digital world, traditional digital engagement models will be inadequate for future success. We need an approach that orients our organizations to the new connected world. The 5 actionable frameworks in
My new book: Dancing the Digital Tune Read More »
After a decade of waiting for shipping, the same-day delivery model is exciting. However, it’s being largely played as a fulfillment mechanism. It’s also being considered as a model where retailers can potentially charge a premium for instant delivery – although I think that’ll not be feasible in the long term Uber, Google, eBay and Amazon are getting
Will same-day delivery change retail business models? Read More »
TD Bank recently announced TD Helps, an online community where specialists answer questions quickly. It’s a great initiative. And definitely a step in the right direction. The obvious incentives are better customer responsiveness, lower costs and of course marketing. However, in a world where more than 70% of customers prefer to self serve rather than
6 next steps for TD Bank (and others) after they go social Read More »
It’s pretty common now to think of user experience (website or mobile design) in terms of customer experience (how customers experience your overall brand). The Omni Chanel trends have made this even more necessary in today’s world. The way I think about it is that customers (on the right hand side) have both primary
The new principles of experience design Read More »
Investments in Omni Channel banking have been focusing on traditional and commonly known media such as mobile, web, branches, paper, email and ATMs. These strategies have no doubt brought tremendous advances in customer experience, operating cost synergies and marketing effectiveness. However, with recent industry evolution, the definition of channels is changing. Previously largely ignored in
Omni Channel Banking – Measuring Customer Engagement Read More »
One of the prerequisites to creating a successful customer partnership is to manage and eliminate the need for external reinforcement. This helps both you and your customers to take positive actions. Two key drivers of attrition for products and services are: Incorrect fit Insufficient education An incorrect fit arises from acquiring a customer who is
Working with customers on mutually value adding behaviors Read More »
Here’s an example of how to read faces and predict what’s going on in the background. Recently I received an email from “my bank” asking me to log on to MyBankBillPay.com (and not usual MyBank.com) to search for billers (utilities, credit cards etc) and pay my bills. I also regularly have to pay “My Other
How effective is our eBusiness? Read More »
