Subway CX kills chivalry in NYC
Liliana Petrova finds that the New York City subway's customer experience makes customer behaviour worse Brands with values inspire customers who interact with them. Nike encourages us to be brave and embrace…
The biggest challenge? Setting up AI for marketing
AI offers great potential for managing customer journeys As marketers begin to seek practical applications of AI, they are encountering the first challenges. However, the biggest challenge of all is…
Whose clock are you on?
Customer journey designs ignore the customer clock at their peril Unless you’re afflicted by a particular neurosis you probably don’t spend every minute of the day counting down the time…
Making purpose part of customer experience
One retailer’s principled stand shows an intrinsic understanding of customer outcomes Aren’t orang-utans cute? Would you like one in your home? Well, now you can if you shop at Iceland,…
Why is your content not connected?
Make life easier for your customers to create opportunities Watch an online ad, navigate around a brand’s website or consume some social content on the likes of Facebook or Linkedin…
Image: Google
Google’s Christmas Shopper Typologies
Google’s Christmas Shoppers – 4 Typologies with different buying behaviour. You can be sure that all 4 types use their Smartphones! “First they research, then they buy.” In fact, all…
Are you making CX too much of a hard sell?
Make it easy for your stakeholders and your job will become easier too Selling sand to Saudis? Carrying coals to Newcastle? Or just trying to convince your senior stakeholders to…
Can giving really be good for business? Spoiler: Yes!
Guest contributor Danny Witter talks about how giving back to some can be of benefit to all Reputation is everything when it comes to making a business work, and nobody…
The Cost of Content Chaos
It's almost certainly more than you think How much does your business spend on content each year? If you are following global trends, it is an amount that is set…
The One Thing That Kills Accountability Stone Dead!
When you blame you give up your power to make changes The blame game - it's so easy. When shit hits the fan, the easiest thing in the world is to point…
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