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customer strategy
265 posts
Streamlining Supermarket Spend: Don’t Let Opportunity go to Waste
Full shelves at the supermarket were something taken for granted pre-pandemic. But when sales rocketed by 21% and…
Less Data, More B2B Marketing Muscle
As I kick off my new column here with The Customer. Each month I hope to offer you…
In Their Ears: Engaging Customers with Audio
The Veritonic Audio Intelligence Summit 2/15/23 The day after Valentine’s Day a whole lotta audio love was in…
As We Celebrate Black History, Let’s Lift Up Black American Contributions
Black History Month is a time to recognize the contributions of Black historical figures. It’s also an important…
TheCustomer Quick-Take: 2/21/23
In today’s edition of TheCustomer QT: 10 reasons why you need to keep investing in your personalization efforts, and a…
Fixing the Customer Retention Problem
Customer retention is intrinsic to the success of any business, whether it’s a startup or an established brand.…
TheCustomer Quick-Take: 2/16/23
A note from the Editor – How can you expect to exceed customer expectations if you don’t have…
Expectations Are The Key
A consumer makes about 35,000 choices a day. One every 2.5 seconds. Depending on the category and age…
TheCustomer Quick-Take: 2/14/23
In today’s edition of the QT: Marketers taking their eye(s) off the ball, what the Bing/ChatGPT mashup really…
TheCustomer Quick-Take: 2/9/23
In today’s edition of TheCustomer Quick-Take: Paying closer attention to loyalty (twice), how to not get hung up…
TheCustomer Quick-Take: 2/7/23
Technically, we’re past the season of forecasts & prognostications but IDC’s “Future of CX” list is unusually meaty…
Addressing the Customer Experience Paradox
When it comes to the customer experience game, it’s always important to remember that the last best experience…
TheCustomer Quick-Take: 2/2/23
Editor’s Note: In today’s edition of the QT: Fixing the personalization / privacy paradox, the path to CMO…
Passikoff: Big Brand Faux Pas
“The new 2021 logo, a brand refresh, ended up a more stylized interpretation of their name.” I was…
TheCustomer Quick-Take: 1/30/23
Editor’s Note: It isn’t so much what you say as how you say it. Don’t believe me? Today’s edition of the Quick-take finds…
Why Invest in CX Technology During Economic Uncertainty?
Higher CX technology spending correlates with success in revenue, costs, customer satisfaction, and employee productivity, according to Metrigy’s…
Growing Retail Loyalty via Sustainability Discounts
As retailers struggle to retain sales volumes amid heightened inflation and a prolonged recession, innovating customer loyalty offerings…
TheCustomer Quick-Take: 1/26/23
Editor’s Note: In case you missed the news, it’s Data Privacy Week. See why we’re making such a…
TheCustomer Quick-Take: 1/24/23
In Defense of Defense. In today’s edition of TheCustomer Quick-Take: You say tomato, I say tomahto. Is it…
How to Recession-Proof Your Customers
It’s about keeping your closest customers even closer. Most of my week last week was spent at the…
TheCustomer Quick-Take: 1/19/23
From the Editor – Lots of feelings in today’s edition of the Quick-Take: We lead off with some…
VMware Modernizes Point of Sale for Global Retailers
VMware, Inc. (NYSE: VMW) today unveiled a new solution to help global retailers modernize point of sale (POS)…
TheCustomer Quick-Take: 1/17/23
From the Editor – It’s been a hectic couple of days but that’s what trying to cover 900…
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?
How Brand Tracking can make Marketing Investments Recession-Proof
Kantar evidence from the last recession of 2007-2009 demonstrates that tightening the purse strings starts with the marketing…
TheCustomer Quick-Take: 1/12/23
From the Editor – It’s inevitable that after a few years of monitoring this space, you would start…
TheCustomer Quick-Take: 1/10/23
From the Editor –In todays’ QT – Meta finds out how sharp GDPR’s teeth are (there’s a lesson…
TheCustomer Quick-Take: 1/5/23
From the Editor –In today’s Customer Quick-Take – we’re back with a tighter, more focused curation of the…
TheCustomer Quick-Take: 1/3/23
From the Editor –After a much-longer-than-anticipated hiatus the QT newsletter is back! (There’s a whole story there) A…
Retail predictions 2022 – Who got it right.
To paraphrase Dickens: ‘It was the best of times, it was the worst of times, it was the age…
More C Suites Need This New Officer – Chief Customer Officer
One of the favorite learnings in my career has been The Goldfish in the Bowl syndrome. This simply means…
B2B Marketers Go for a Win with Customer Retention
The biggest opportunity in an uncertain market is to focus on convincing customers to stay and customer expansion opportunities.
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.
Wiedemann: Managing Toward Invisible Pain
It is energizing and inspiring to get a good feed of current survey information, especially in this time…
How Often Should You Seek Customer Feedback – The Short Answer is Always!
A voice of the customer solution helps manage feedback in smart ways and reads between the lines of customer interactions to truly understand so much more.
Finding the ROI in CX
Setting, reviewing, and updating customer experience program goals are the key to measuring CX performance and continuously improving it.
What Matters Most to Online Consumers Right Now
How can sellers keep the online consumers they’ve won over the past two years?
Let Your Brand Strategy Be Your Superpower
If you find it difficult to make the case for investing in brand strategy, consider exploring and communicating how and why it can take your organization to new heights.
Hybrid Work: Closing the Gap Between Customer Expectations and Delivery
Companies are no longer competing against the service delivered by competitors but rather against the best experiences customers have received from companies in other industries too.
Customer Communications: The Value of Relevancy
It’s simple really. When you know who you are talking to, it’s a lot easier to have a relevant conversation.
Wiedemann: Immersive Email has Arrived
The direct mail/email to iMailer experience just makes it easier for your prospect to get to what they want to examine and purchase.
The What, Why & How of Consented Data
To fully consent to data being collected, stored, and used in specific ways, customers have to trust that you’ll do as you say.
Brand Trust and the Importance of Being Earnest
Brands offering a clear value exchange - we will collect THIS data and use it in THIS way to give you a better experience - will see their brand trust levels increase.
Complete Guide to Customer Lifetime Value in 2022
CLV is the metric to understand where to invest in your business for long-term success. In fact, if you want to remain a viable company over the long term, you must make it a focus area.
Indexing for Consumer Empathy
While we cannot overlook the fact that some people did experience personal gains in 2020, 75% of consumers experienced some form of loss this past year- often in multiple aspects of their lives.
6 Ways Loyalty Rewards Can Rise to the Occasion of Inflation
Thanks to rising prices on everything from ground beef to rideshares, consumers are putting a higher price on inflation-accommodating rewards from their loyalty programs. From faster delivery to “right-sizing” targeted offers, here are six of what we predict will be the most in-demands rewards in 2022.
6 Ways Loyalty Rewards Can Rise to the Occasion of Inflation
Thanks to rising prices on everything from ground beef to rideshares, consumers are putting a higher price on inflation-accommodating rewards from their loyalty programs. From faster delivery to “right-sizing” targeted offers, here are six of what we predict will be the most in-demands rewards in 2022.
Wiedemann: Relationshipping Unifies Media
The effort toward unification relies on applying a Relationshipping strategy to all media efforts.
Cultivating Loyalty by Fixing Post-Purchase
"Because the acquisition cost is so high, it's about retention - retaining customers is not that easy."
Learning from Ten Billion Customer Journey Data Points
CSG recently released their 2022 State of the Customer Journey Report and we’ve covered it, we’ve published it,…