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 »
How many times have you heard someone say “we are in a commodity market; times are getting tough and we can’t differentiate”? In a world where no one can restrict your access to your customers, differentiation is always possible. Differentiation simply means that you do something differently that your customers can relate to and appreciate.
The Principle of Un-Commoditization Read More »
The world today is connected, and in newer ways every day. This evolution is requiring businesses to collaborate and explore additional channels to reach and engage with their customers. In the new age, the partnership models are set to undergo a dramatic transformation. Traditionally, businesses have overcome the problem by making: Channel partners (for distribution)
The Principle of Completing Yourself 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 »
It is not from the benevolence of the butcher, the brewer, or the baker, that we expect our dinner, but from their regard to their own interest. We address ourselves, not to their humanity but to their self-love, and never talk to them of our own necessities but of their advantages. – Adam Smith, Wealth
The Principle of Presenting Read More »
It’s human nature. We look for information to help us decide and we want to help others. We post reviews, engage in conversations and post comments on online forums among other ways to express ourselves. The Principle of External Reinforcement is the second principle in my upcoming book. It is about striving to understand the context of
The Principle of External Reinforcement Read More »
This is the 3rd principle in my upcoming book. Before you decide to adopt a roadmap of actions for your firm, the key question to answer is “Where am I playing today and where should I be”. I consciously decided to stay away from defining named segments for companies because they are often misleading. For example
The Principle of Customer Interaction Cycle Read More »
