customer experience

Customer Experience

Ten simple truths about customer experience (with links to relevant blog posts and subscription research reports from me and my peers on the Gartner for Marketing Leaders team): Whether or not you plan for it, your brand provides a customer experience to your customers. Customers collect experiences throughout their journeys

Businesses are embedding communication technology into their applications to return human interaction to customer service, something that was lost when the corner store made way for the cable company. That’s the view of Patrick Malatack, VP product development for cloud communications platform, Twilio. Sign up for Which-50’s Irregular Insights newsletter

Santa Claus

Santa Claus, in the lexicon of marketers, has an extraordinarily strong brand. The Santa® brand we know today evolved over a century ago thanks to Clemente Clark Moore’s poem, Thomas Nast’s illustrations, and The New York Sun’s famous editorial to Virginia, and it was later cemented in our culture thanks to Coca-Cola advertising.

Inventing the world’s greatest product isn’t enough to completely satisfy today’s customers. They also want superior lifetime service to accompany what you’re selling. According to new research from Accenture, leading companies are enveloping product innovation within a total customer experience that combines product, service, software and hardware. Sign up for

There is no doubt that brands have to adjust to an increasingly digital, mobile and automated world. But for all the focus on “digital transformation” in recent years, many brands still miss the mark, investing in technology and strategies that see slow adoption, fail to drive business outcomes and do

customer experience

As a strategy, customer experience runs the risk of devolving into the sort of absurdist platitudes that you might expect to find on a cat poster. Put the customer first. Learn to listen. Empathise. All worthy virtues, to be sure, but these are things that are easy to say and

We’ve all heard the stories about customer experience where brands that go to extraordinary lengths to delight a consumer. The home visit bearing gifts. The call from the CEO. The impromptu tropical vacation to reward your loyalty. There’s no doubt that this sort of delight is a powerful currency, particularly

Australian businesses are getting better at digital, but don’t get too excited. The threshold test is very very low. When SAP released its first Australian Digital Experience Report 18 months ago, its researchers found a smoking ruin. With its latest edition, the company suggests the outlook is a little better —

More evidence linking customer experience to revenues growth More evidence this weeks, as if any were needed that better customer experience directly drives revenue growth. This time it’s a study by Sitecore and Avanade of 880 decision makers in six countries, including Australia. Subscribe today: Sign up for  Which-50’s Irregular

You may have heard that McDonald’s announced strong quarterly results yesterday. The quick-service restaurant chain reported a five per cent increase in global same-store sales and the second quarter in a row of same-store sales growth in the US after seven quarters of declines. What’s remarkable (or perhaps not) about this