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The digital transformation trends that could make all the difference in how your customers experience you. You’re almost...
Seven years ago, Domino’s Pizza was in the pits. Tasteless, unexciting food and an all-time low in its share price, the company...
With Thanksgiving turkey a distant memory - replaced by omnipresent holiday Muzak, elves and the tinsel-laden decorations in...
According to PwC, more than half of consumers want to shop for healthcare...but their preferred method of doing so doesn’t exist...
Today, virtually every industry is ripe for disruption. The $3.7 trillion insurance industry is no exception. In many ways a...
How would you answer if every company you dealt with asked you this question: “Which is more important to you? A Personalized...
I recently watched a pretty remarkable video on Al Jazeera about Otis Johnson, a 69-year-old man released from prison in August...
Don’t (just) listen to us on this; listen to your customers. As customer experience experts, we look at our client organizations...
Why you should care about Millennials (Hint: They’re not just consumers…) Generation Y. Digital Natives. The Net Generation....
Whatcha gonna do when the flu comes for you? You’re sick in bed, feeling like crap (headache, aches and pains). You lack the...
The changing role of rebates in the era of the smart customer
Where friction in your customer experience occurs (and why you should care)
Either Mr. Bezos and his team of strategists read our book (did you get the copy we sent you, Jeff?) and/or Bruce Kasanoff and I...
Your customers crave relevancy. Business or consumer buyers, your customers are overloaded with messages on a daily (as well as...
Email messages, social media, targeted ads, mobile apps, and SMS all make it possible for companies to stay in contact with...
Car dealerships have long had a reputation for anticompetitive tactics and influential lobbyists. So it’s no surprise that Dealer...
A few years ago, I wrote Digital Experience: The New Heart Of Customer Engagement that makes the point that digital experience...
When it comes to customer experience, my personal mission has always been crystal clear: help companies act more intelligently....
Earn Customer Trust It’s difficult enough that companies are losing influence with their digitally-enabled smart customers. Even...
We all know (don’t we?) that digital customer experience is being driven by the many disruptive forces changing the face of the...
What do we want? Sugar! When do we want it? Now! Earlier this year, Los Angeles-based cupcake bakery Sprinkles launched the...
Yesterday’s customers were future-oriented. “When can you get this to me?” they asked. Prices were fixed, customers came to you,...
Most executives know the importance of becoming more customer-centric. They’re also aware of the increased significance of...
Knowing how to understand customers is key to creating a successful customer experience program.  This lack of understanding is...
Touchpoints are increasingly interactive (and smarter). As with the many disruptive technological innovations that came before,...
Let’s get right to it. For most companies, delivering a poor customer experience translates directly to lost customers and lost...
When a pre-revenue company with about a dozen employees gets a $1 billion Silicon Valley payday, tongues wag. Did Facebook pay...
Last Thursday morning, Bruce Kasanoff and I did a webinar for CustomerThink’s Thought Leadership Webinar series titled...
While there are still some B2B executives who dismiss social media as an effective tool for engaging key audiences, the truth is...
Listen, Act, Co-Create, Repeat In a classic article from 1986 entitled “What Gets Measured Gets Done,” Tom Peters says: “In the...

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