Use the Force - Lessons in Marketing from Lucasfilm
Even though most companies don’t have the luxury of having a universally known brand whose customers are particularly loyal, the principles of success are the same for any business. Here are three lessons from LucasFilm to help you grow your brand while keeping existing customers engaged.
Walk Before You Run - Making CX Innovation Count
To ensure they don’t create CX white elephants, brands must first ensure they have a deep understanding of their customers. And for this, they need to ensure they are drawing insight from customer data.
5 Steps to Bridging the Sales and Marketing Gap
Last year I surprised my husband for his birthday with a trip to the Grand Canyon. I had been there before, but to watch his face as he gazed upon the enormous gap made me feel like I was experiencing it for the first time.
Innovation Begins with Customer Experience, Part 1
Blockbuster. Yahoo. Kodak. Barnes & Noble. Xerox. MySpace. BlackBerry. Not only is it easy to recognize what these companies have in common, but you can probably also name the companies that displaced them.
Innovation Begins with Customer Experience
In my last post, I touched on why companies need to become more resilient during volatile times and innovate to avoid being displaced by new competitors. In this post, I’ll drill down into three ways they can achieve this goal.
No Regrets – Measuring Great Customer Experience
We’re all much more sensitive to the risk of losing out than we are to the opportunity for a win. Experiments have shown, for example, that people who lose money feel the loss more than those who find it feel the gain. We are, as a species, a rather pessimistic bunch.
Social Customer Service - The 5 Golden Rules
Social networking for customer service has fast become the hottest priority for Customer Service leaders over the recent years. There are some that do it very well, some that have just started on the journey, and many that are still in the starting blocks.
Are Customers ever Truly Loyal?
I recently read a report by consumer behaviour specialist Philip Graves, which sets out a very intriguing proposition: customer loyalty doesn’t exist.