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customer experience, customer journey, Big Data

How regular maintenance can equal real brand loyalty

I had no idea I was so high-maintenance. Keeping me running smoothly is it seems almost a full-time job, and one I’m expected to...

May 26, 2016

customer experience, customer journey, Big Data

How regular maintenance can equal real brand loyalty

I had no idea I was so high-maintenance. Keeping me running smoothly is it seems almost a...

customer experience, customer journey, Retail

5 Customer Experience Rules

Customer experience and customer service are often confused. Though not necessarily the same thing one (i.e. experience) is often...

January 20, 2016

customer experience, customer journey, Retail

5 Customer Experience Rules

Customer experience and customer service are often confused. Though not necessarily the same...

customer experience, customer journey, Retail, Big Data

Six rules for retail success in 2016

For many retailers Christmas wasn’t the consumer “spend fest” they’d hoped for. And, according to the KPMG/Ipsos Retail Think Tank,...

January 13, 2016

customer experience, customer journey, Retail, Big Data

Six rules for retail success in 2016

For many retailers Christmas wasn’t the consumer “spend fest” they’d hoped for. And, according...

customer experience, customer journey, Marketing

And your point is?

A young marketing manager I knew told me that her MD opened every meeting he ever had with her (and he avoided having those too...

August 14, 2015

customer experience, customer journey, Marketing

And your point is?

A young marketing manager I knew told me that her MD opened every meeting he ever had with her...

customer experience, customer journey, Marketing

Customer retention and “romancing” existing customers

Whether it’s driven by the sales team’s enduring hunger for ever more leads, the customer service team’s unwavering belief in its...

May 27, 2015

customer experience, customer journey, Marketing

Customer retention and “romancing” existing customers

Whether it’s driven by the sales team’s enduring hunger for ever more leads, the customer...

customer experience, customer journey, Big Data, Marketing

Four reasons why bad data equals an #epicfail for campaigns

Big data. There’s a term that appeared suddenly. The more I read about it, the scarier it becomes. Not just because of the privacy...

February 25, 2015

customer experience, customer journey, Big Data, Marketing

Four reasons why bad data equals an #epicfail for campaigns

Big data. There’s a term that appeared suddenly. The more I read about it, the scarier it...