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29
Jan

A McKinsey survey reveals how—and how much—customer analytics can improve profits and growth.Corporations across the world and industry sectors are increasingly approaching their businesses from a customer-centric perspective, amassing vast quantities of customer intelligence in the process. But harnessing this data deluge is a huge challenge.Even after drawing on sophisticated software systems to portion Big […]

via Five facts: How customer analytics boosts corporate performance | McKinsey & Company — How to be a leader in #service: #servicedesign and #designthinking

29
Jan

In early 2016 I had the chance to attend the Creative Marketing Conference (CMC) hosted by the John Molson Marketing Association (JMMA). The conference included speakers, workshops, a unique case competition and unlimited networking opportunities that all came together to make this a first class gathering of creative marketing minds. Among the numerous points I […]

via The Art of Branding — The Creative Marketer

19
Mar

HBR: Your Company Culture Can’t Be Disconnected from Your Customers

Most companies only look inward. Read all (Sourced through Scoop.it) from: hbr.org  

Source: HBR: Your Company Culture Can’t Be Disconnected from Your Customers

19
Mar

The Futuristic Customer Experience is Here

As our achievements in technology advance, companies will find a way to leverage on these advances to give more value to the products and services they offer. Hilton worldwide have done that with &…

Source: The Futuristic Customer Experience is Here

24
Feb

Not just Millennials…

Source: Not just Millennials…

30
Jan

Tales from the Crypt: What Keeps Data-Driven CMOs Awake At Night

Source: Tales from the Crypt: What Keeps Data-Driven CMOs Awake At Night

30
Jan

2016 CX Trends Forecast: A Summary of the Top 10 Disrupters

Source: 2016 CX Trends Forecast: A Summary of the Top 10 Disrupters

30
Jan

The Purpose of A brand. A great article on Forbes.com

This article very nicely articulates what it means to be brand in the 21st century.  Kudos to the Author Blake Morgan for distilling it down to this visual.  You can read the full article here.

Source: The Purpose of A brand. A great article on Forbes.com

30
Jan

Lisa Frank: An Empire Built on Consistent Marketing

Source: Lisa Frank: An Empire Built on Consistent Marketing

20
Jan

Mapping out CX

theDanielCraig

Defining the journeys that matter and deciding where to begin the transformation requires both top-down, judgment-driven evaluations and bottom-up, data-driven analysis; pursuing both of these efforts in parallel is the best approach.

A journey mapping session, drawing on existing research, may be sufficient to identify the most significant journeys and the pain points within them. That research is typically fragmented and often includes data on the customer volume in a given journey, reasons for call center complaints, and obvious gaps in performance.

  • Examples would be discrepancies between promises made in marketing materials and services actually delivered, or inability to connect customer touch points across various channels.

Journey mapping sessions direct attention to key customer journey problems. For companies seeking to fix a few glaring problems in specific journeys, such top-down problem solving can be enough. Those that want to transform the overall customer experience need to simultaneously create a detailed…

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Creativity is thinking up new things. Innovation is doing new things--Theodore Levitt