Tag Archives: Always

No, the customer isn’t always right—How to get the most from your CX data

Brands influence consumer perception through the intentional design and execution of their experiences. Here are four steps to get it right. Material on February 11, 2022 In the customer experience world, memory is a powerful force that shapes consumer-brand relationships. Unfortunately, memory can be misleading.  Thanks to Nobel prize-winning psychologist Daniel Kahneman, we know that … Continue reading No, the customer isn’t always right—How to get the most from your CX data

2 Ways to Gain the Competitive Edge by Always Meeting Customer Expectations

Gabriel Smith October 28, 2021 Industries may be different in many ways, but the expectations of customers are the same. Customers want a seamless and easy digital experience with great service levels and delivery. In the realm of pricing, the same rules apply. Habitat_de_lill / Pixabay In my field of expertise, pricing and quote to … Continue reading 2 Ways to Gain the Competitive Edge by Always Meeting Customer Expectations

7 Blind Spots That Will ALWAYS Get You Into Trouble

Achim Nowak July 21, 2021 Last Thursday, Shwan Lamei and I were strolling through the charmed side streets of Brookline, a close-in Boston suburb. Shwan, former “high-potential” corporate executive, dropped out of corporate life 2 years ago. Founded a start-up in the energy-conservation arena with a business partner, Daria. Has been riding the ups and … Continue reading 7 Blind Spots That Will ALWAYS Get You Into Trouble

Why Digital Transformation Always Needs To Start With Customers First

Louis Columbus September 14, 2020 Customers’ expectations, preferences, changing patterns in how and why they purchase need to be the core of any digital transformation effort. 63% of organizations say delivering an excellent customer experience as measured by customer satisfaction scores defines success as a digital-first business, according to a recent IDG study. 67% of … Continue reading Why Digital Transformation Always Needs To Start With Customers First

Toilet Paper Math… Why Some Online Marketing Does Not Always Square Up

Brian Basilico — February 21, 2020 Today, I’d like to talk about toilet paper, more specifically, toilet paper math. Bear with me because I know you’re asking yourself, “Self, what does toilet paper have to do with online marketing?” I’ll explain, but first let’s look at the history of toilet paper. Have you ever noticed … Continue reading Toilet Paper Math… Why Some Online Marketing Does Not Always Square Up