customer experience
Numbers Never Lie! (But liars do numbers)
It has been awhile since my last post, but I am unashamedly proud to say the reason for my writing absence is: we’ve been extremely busy helping our clients sort through the current quagmire some call an economy. We do run a business here and like most companies that make a living helping other businesses, [...]
Read Full Post | Make a Comment ( None so far )It’s Always about the Human Experience
Over the past few blogs, I’ve delved into the changing consumer attitudes in green as well as the power of customer experience in digital media (websites, mobile, television, et al). Sometimes it helps to take a step back and revisit the reason why I continuously advocate and proselytize meaningful, statistically reliable and predictive “direct communication” [...]
Read Full Post | Make a Comment ( None so far )Engagement Requires Participation
Engagement. Relevance. Authenticity. Transparency. Transformation.
Which of these current goals for business’ websites are answered through server-based information?
In getting close to customers of numerous businesses, I’m once again struck by the apparent inability of business to understand and apply anything other than the lowest common denominator in their attempts to sell more to customers. That [...]
“When Will They Ever Learn?” Websites Fall Short of Expectations
Following a very busy month on the road and in the field, listening and studying customers up close and personal again, I am sad to report that a refrain I thought we as a community of businesses would be done with by now is being raised once again.
When I first published my book in 2002, [...]
Will Sustainability Outgrow its Binky?
As readers of this blog already know, I had the opportunity to speak at the Sustainable Brands conference this past week. We shared our latest research in this space – which was well received by the way. We also had the opportunity to hear from other research firms about their findings. Of further interest, we [...]
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