3 Curated Articles on Customer Experience

A few gems from my content curation site on Customer Experience Marketing:

Author Geoffrey James sees things differently than I do about branding, but sometimes it is useful to see what the “other side” thinks … to ... Read More

Speed to Market: Key to Customer Experience

Richard’s Diagram:

I can still see the long lost diagram in my head, and I wish it was not lost in my former agency’s history. It was a diagram dreamt up by my partner Richard Blumberg.

It was his attempt to show a senior manager at P&G how to reorganize for faster decisions.

It was a time when P&G was ... Read More

Domino’s New Addition to Customer Experience

Domino’s has done a smart thing here. An app to order pizza.

Being easy to do business with is one of today’s essential components of delivering a great customer experience.

There are other menu ordering “configurators” on websites, but I really like the simplicity of the Domino’s approach. ... Read More

Story Telling Drives Content Marketing

There are 2 objectives for story telling:

First, to reveal the kind of company you are by communicating the vision behind your products — to show how your company is relevant to the customer’s needs, wants and expectations; to show that you can be entrusted with their needs because of who you are, what you believe and what you want out of the ... Read More

Changing The Rules of Sales and Marketing

The 2% Situation

If John was getting performance from 50% of his budget, he was doing well, indeed. Statistics compiled by many national associations over the past 20 years would say that John was doing well because most marketing programs are lucky to achieve 2% response rates.

Despite notable exceptions ... Read More

Bad Habits Increase the Gap Between Vision and Value

End Result: A Gap Between Intention and Reality

We leave customers scratching their heads at the gap they senses between what is promised and what they receive.

As customers, we seek value. But survey after survey clearly tell us we fail to deliver. Yes, there are a few heroes who have aligned the people working for the organization and the vision, value and customer experience. Most of ... Read More

Social Media Marketing Now Used by 95% of all B2B Marketers . . . But

A survey conducted in October 2011 by marketing automation software vendor Pardot revealed that social media usage by B2B marketers is increasing. In fact 95% of B2B marketers are now using some combination of Facebook, ... Read More

Customer Experience is the Ultimate Differentiator

However, a perfectly delivered customer experience makes news and travels fast through social networks that matter most – the peer and friend networks where the buying decisions are increasingly influenced based on personal trust. When we recommend products to our friends and colleagues, we seldom talk about the features, functions and benefits the way many marketers have been trained.

Instead, we focus ... Read More