Overcoming The 5 Big B2B CX Challenges
By Scott Armstrong It seems like everyone is buzzing about the customer experience (CX) in the business-to-business (B2B) space right now. And just so we’re all on the same page, by CX I mean having a true understanding of what customers need, want or are looking for and delivering it …
The Importance Of Convenience
Auto financing provides a case in point By Kevin Deveau Convenience plays a large role in how people make day-to-day decisions. The simpler the process the more likely consumers are to choose one product or service over another as it generally improves their overall customer experience, or CX. The decision …
In Conversation: Why Excellent UX is Required
By Brendan Read Traditional marketing will tell you that when developing a strategy for a product you should consider the product’s attributes on which it differs compared to competitors, e.g. market share, brand perception and price. However, for companies selling software, mobile applications, web sites or any other digital asset, …
How To Improve the Customer Experience
By Charles Ingram Take a moment to think back to the shops frequented by your parents and maybe even your grandparents. Back in the pre-Internet days, those shops were likely small businesses owned by people who knew your family members by name, asked about their kids and worked to create …
Trends That Are Reshaping the CX
By David Yee Digital transformation has irrevocably changed marketing and retail industries for the better. Not only have brands embraced digital, they’ve completely reshaped their business models bridging the digital and bricks-and-mortar experiences to empower and engage customers wherever they are. Future success in marketing and retail will lie in …
Service So Good…I’m Glad They Know My Data
By Max Ball My airline gets it. Whenever I call, I am warmly greeted with something along the lines of: “Hello J, are you calling about your flight scheduled to leave on Monday?” They know who I am, and they even call me by my name (or at least they …
The Direct Blur
By Carl Boutet As the lines of physical and digital commerce increasingly blur, does our ability to directly connect with consumers also fall out of focus? Can even the faintest line of differentiation be discerned? Are those differences still relevant? There are so many questions as the channels with which …
Creativity: A Fading Spark We Must Reignite
By Agostino Guastella Art has been in my life from the day I was old enough to use a crayon. Growing up, I was lucky to have my creativity nurtured at home and in school. My high school art teacher recognized my passion for art, exposed me to its application …
Knowing Who’s At The Party
By Paul Tyndall Event sponsorships give organizations ways to raise their profiles, but it’s hard to measure their effectiveness. It’s a challenging question for executives who want to know if the events they are being asked to sponsor will attract the consumers they are trying to reach. The problem has …
Images: The Currency of eCommerce
By Sergey Kostikov What a brand says—visually—is more powerful than what it tries to say verbally. But for a brand to express itself in images rather than words, for it to use the fewest words possible, to know what words to say and what images to display requires data: instant …