Browsing Category
Customer Expectations
86 posts
Closing the Personalization Gap in the Media Industry
Why traditional media companies should be prioritizing personalized content catered to consumer needs
The Penultimate Guide to Retail Brand Authenticity
As a marketer, how important is brand authenticity to consumers? TLDR:Brand authenticity is a crucial factor in influencing…
Customer Touchpoint vs. Customer Journey
Focusing on journeys rather than touchpoints demands a cultural shift from your business. It involves putting customers’ requirements and preferences first.
The Good News and the Bad News about AI
Which do you want first? Research tells us that depends. On whether you’re the giver or receiver of…
Passikoff: Brand Loyalty Kicks High
There was a great marketer who said the secret of his success was, “Don’t give people what they…
Turning Customer Service Hurdles into Loyalty Wins
Eric Carrasquilla, EVP and Division President of Customer Experience Solutions at CSG, shares insights into improving customer service.…
Mastering the New Dance of Consumer Expectations
Ever wondered why the pull of your favorite brand is so strong, or why some products seem to…
Product Search Matters More for CX – Here’s Proof
As AI becomes more powerful, retail and ecommerce—like many industries—are looking for the best ways to leverage it.…
Brand Loyalty Juggernauts Exert Overwhelming Category Dominance
NEW YORK, NY, January 22, 2024 – Brand Keys (www.brandkeys.com), the global leader in loyalty and customer engagement, released its…
4 CX Trends for 2024: Your Guide to Navigating the Year Ahead
For many CX professionals, leaving 2023 behind comes with a sigh of relief. The increase in customer expectations…
Passikoff: Attack of the Loyalty Juggernauts
Consumers – you and me – make 35,000 choices a day. One every 2.5 seconds. Depending on category…
Wrangling the Wild West of Digital Dashboards
“It’s complicated right now. Carmakers have invested in cutting-edge UI design without any boundaries or industry standards.” Are…
Passikoff: How to make your brand “happen”
There’s a big difference between what consumers expect and what they see brands delivering. When it comes to…
Passikoff: Will the Real Black Friday Please Stand Up?
Black Friday is coming. It’s this week. That’s the real Black Friday, I’m talking about. I want to…
Understanding the Return on Total Experience
Ron Shamah, CEO of Rightpoint, walks us through the intricate connections between employee experience, customer experience, and product…
Decoding the AI Impact on Customer Advocacy: Insights from GoDaddy
Ever wondered how AI could revolutionize customer experience? Get ready to be enlightened by our guest, Mel Si,…
Passikoff: 10 Rules for Brand Performance
Former-Borscht Belt comedian, 1950’s TV script writer, filmmaker, and philosopher, Mel Brooks, cautioned, “Hope for the best. Expect…
Passikoff: The Path to Brand Enlightenment
Buddha believed, “Everything connects to everything else.” It’s a good philosophy to follow. In life and business. More-particularly,…
The Emotional Anatomy of Customer Experience
If emotions are that important to the customer experience, then certainly you must be measuring them, right? Ready…
Best Strategies Towards Customer Satisfaction
Happy customers not only become loyal patrons but also help attract new customers through positive recommendations. In today’s…
Unraveling the Impact of AI on Customer Expectations
Super enlightening discourse with Laura Wronski, the director of Research at SurveyMonkey – we dissect the State of…
Passikoff: What Happens When Brands Chase the Wrong Numbers
Let me be very clear. This is not a column about trans people, LGBTQ civil rights, pride, Pride…
Exploring the 2023 State of Customer Experience Report
What if you could understand the key to customer loyalty, employee retention, and an impressive customer experience? We…
Passikoff: Meeting Customer Expectations = First Identifying Them
You need to FIRST identify Customer Expectations and THEN align your brand and engagement activities to meet and…
Humanizing Customer Interactions – A Discussion with John Sills
Have you ever pondered how a seemingly insignificant experience can completely transform your perspective? That’s the journey we…
Passikoff: The Rhythm of Customer Expectations
Because brands that better meet customer expectations always see better consumer behavior. And sales and profits. When I was a…
How to Deliver (and Improve) the Connected Customer Experience
Learn the basics of the connected customer experience and five strategies you can use to deliver omnichannel experiences…
Passikoff: Winning at the Ultimate Measure of Loyalty
A couple months ago I wrote a column about how to get consumers to behave six times better…
Passikoff: Predicting Brand “Disappointment”
Brand disappointment like that is like a Möbius strip. Consumers aren’t signing up and that’s reflected in the…
Customerland EP 6 – Achieving Peak Personalization
Somewhere in-between none and way-too-much lies the perfect balance – threshold, if you will, of how much personalization…
Solving CX by Starting with Customer Expectations
For the record I have no problem with NPS. I want to get that out of the way right…
Passikoff: Big Brand Blunders
“likes” and “tweets” have become surrogates for real ROI and where, unfortunately, in the rush to rush to…
Passikoff: The One Reason Why Disney Won
Brands better able to meet consumer expectations are six times more likely to have consumers think better of…
Why Personalization is Key to a Loyal Customer Base
Personalization is essential for three main things: trust, customer engagement, and loyalty. In a world where information holds…
Bring Customers Into Clear Focus
Employees who think their company is customer-centric are very optimistic about their companies and their future. Bad customer…
The Case for Customer Expectations as CX’ North Star
CX professionals need to start by understanding their customers’ expectations for doing business with them because meeting and…
Expectations Are The Key
A consumer makes about 35,000 choices a day. One every 2.5 seconds. Depending on the category and age…
Passikoff: What’s Really Driving Brand Loyalty?
Meeting expectations drives profits. And, as you’ll see, that pun is ultimately going to be intentional. (Don’t be…
Passikoff: The Little Black Dress of Loyalty
In life and loyalty, feelings are tough. I was doing some post-holiday shopping and saw this t-shirt online.…
Fixing the Customer Expectations Gap
If only 4 out of 10 executives think they’re doing well at delivering great digital experiences, what is it that’s holding them back?
12 Trends in Ecommerce for 2023 & Beyond
Today’s consumers have more options than ever. As these consumers become increasingly diverse and seek a customized, convenient…
Passikoff: Winning at REAL Loyalty
Next week we’re releasing our 26th annual Customer Loyalty Engagement Index. How brands in different categories rank when it comes to…
The Age of AI vs. Customer Engagement and Delight
AI can help businesses engage with and delight customers like never before.
Experience 2.0 – Designing for Emotional Presence
We must now ask, what’s the next chapter of experiential design that can facilitate and deepen emotional presence? How do we unlearn our unconscious biases in order to design for what we need?
Wiedemann: Young’s 3 Immutable Marketing Principles
What Shirley Young taught me about competition and what customers want
Passikoff: Bad Research = Bad Predictions. Again.
Making predictions about 21stcentury consumers (or voters) using mid-20th century research techniques generally results in misleading forecasts.
Latent Loyalty: How Restaurants can Improve Customer Retention and Profits through a Digital-First Loyalty Program
Today’s customers are strongly influenced in their shopping decisions by loyalty programs, incentives, and personalized promotions, yet many…
10 Ways to keep Delighting your Customers when your Budgets are Under Pressure
10 different ways in which you can add a little magic to your CX without needing to make gigantic investments.
How Brands Can Connect with the Hybrid Shopper
Hybrid shoppers are a valued customer to CPGs, because this profile ultimately engages more with brands than most other groups.
Edelman Trust Barometer – My Top 5 Takeaways
In a special report on brand trust, Edelman called trust: ‘the new brand equity’. Trust and business integrity now play a much more significant factor in purchasing decisions.