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What does Gartner forecast for 2013?
Gartner this week revealed its predictions for 2013 (and beyond). From their role at the intersection of technology and technology consumers, they have a relatively unique perspective on what’s coming...
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The Mayans were only partially wrong
So we’ve survived the Mayan Apocalypse and a passion-filled election here in the U.S. only to face the “Fiscal Cliff”…will our troubles never end? New years are a chance for new starts so it would be...
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Meeting your customers where they are, anytime, anywhere
Many made predictions as 2013 kicked off, but one caught my eye. Forrester’s Nigel Fenwick called this new year the Year of Digital Business. As Fenwick points out, there has been a communications...
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Just how clever are you?
Barcodes have been around for years, but something has changed. No longer are they lots of stripes but they are square and dotty and are called 2 Dimensional. There have been multiple competing formats...
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Salesforce extends the definition of CRM
Just today it was announced that Salesforce.com acquired the French content integration solution EntropySoft. First reported on VentureBeat, this story shows how CRM continues to be an expand from its...
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Delighting customers is the new black
Customer experience management is a very hot topic because so much is in flux at the same moment. Before recent times, we managed customers as demographic segments and used focus groups and segmented...
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Customers are just part of the process, not the journey
Journey won 8 awards including Game Of The Year at the DICE conference this week, an accolade which was well deserved for a number of reasons. You control a solitary figure and guide it through a...
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Wake up, London, it’s a competitive world
We live in an increasingly competitive world, but more importantly, we live in a world where quality information doesn’t demand a premium. Anyone with a browser can know the most competitive details...
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Putting the customer first is a win for everyone, as United Airlines proves
This guest post was contributed by Clare Jeeves. Airlines are usually at the mercy of our acid tongues when it all goes wrong and the flight is delayed. However it is a rare thing to read about when...
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Bisi Bele Hulianna and process (hint: famous in Chennai)
One of the foundational keys to consistently achieve business benefits – whether they are related to inward looking drivers (such as efficiency, costs, etc.) or outward looking (such as customer...
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Stop relying on luck for a good shopping experience
The following is a guest post by Sean O’Shaughnessey. Recently, my daughter was in the market for a dress and her experience with the retail store was so positive, she became a fan. Her particular...
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Operational excellence, meet customer intimacy
Most organizations continuously strive to achieve operational excellence, but they spend less effort understanding customer needs — and few marry these two sources of customer value effectively. While...
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Don’t think like your customers, get them to think like you !
Predictive analytics is big business now. Hand in hand with Big Data they represent one of the only ways to get to know your consumer market and understand how they’ll behave under conditions, respond...
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USAA knows something other companies don’t
I used a long drive to Northern California this week to catch up with my insurance company, USAA. I had a laundry list of things to cover from a birth to a death and from selling a motorcycle to buying...
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Without a new approach, new banks are no better than old
This blog post looks at the promise of new entrants into the UK retail banking sector. It also discusses in general where retail banks should focus on in order to stay competitive in an industry that...
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Salesforce extends the definition of CRM
Just today it was announced that Salesforce.com acquired the French content integration solution EntropySoft. First reported on VentureBeat, this story shows how CRM continues to be an expand from its...
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It only takes seconds to lose a customer
Getting the right information on demand is an eternal problem of today’s knowledge workers, and will only grow. Lack of knowledge causes a delay in decision-making, and ultimately leads to bad...
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Retail banks should take a lesson from omni-channel retailers
In a previous post I commented on the lack of innovation in retail banking in the UK and in other European countries. Riding the waves of the digital revolution, there is no doubt that most retailers...
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The new DNA of B2B marketing is Customer Experience
We usually think of customer experience (CX) as a consumer-facing concept. In most retail companies, it is a full-time position that puts heavy focus on the physical interfaces to the customer (Web,...
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Misadventures in customer loyalty management
Recently, I had a great bad experience in brand social media use. It was great as a timely reminder of the danger of impersonal customer engagement, especially for someone who works in customer...
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