five strategies for delivering a customer experience that drives performance.

Certainty and simplicity. Artificial serendipity. Partner in life. Personalisation Delivery There is much talk these days about customer experience or ‘CX.’ But what is customer experience – does it differ from customer service – and how important is it? I will try answer these two critical questions and highlight five trends in CX that will […]

Certainty and simplicity. Artificial serendipity. Partner in life. Personalisation Delivery There is much talk these days about customer experience or ‘CX.’ But what is customer experience – does it differ from customer service – and how important is it? I will try answer these two critical questions and highlight five trends in CX that will help most businesses drive sales and margins up while driving marketing costs down. CUSTOMER EXPERIENCE DEFINED  The term customer experience is used to address the experience or experiences customers have at each stage of the customer journey. While customer service refers specifically to the standard and nature of the service a customer receives at and around the point of purchase – customer experience refers to the experiences of the customer: In the lead-up to the purchase process – perhaps while planning a purchase. During the purchase process – including at the points of sale and…

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Five Tips For Reducing
The Cost Of Branding.

Burning money on branding is more common than most marketers think. Because few businesses truly understand what a brand is and how branding works, advertising agencies, branding agencies and design studios have become expert at spending their client’s money without effective accountability.

Burning money on branding is more common than most marketers think. Because few businesses truly understand what a brand is and how branding works, advertising agencies, branding agencies and design studios have become expert at spending their client’s money without effective accountability.

1. Get out of the boardroom.

Perhaps the two most concerning issues about branding are the lack of understanding about what brand and branding are and the propensity to develop brands in the boardroom, perhaps with the help of a consultant.....

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