Forrester’s recent CX Index may have made some alarming discoveries about waning consumer trust, but I’ve decided to create positive energy out of this – a motivational Monday memo! From a couple of success stories to advice on thinking like your consumer, the thoughts from industry experts this week should help you to start off the working week in a positive frame of mind. Enjoy!
Forrester's 2018 CX Index results are in - and the outlook is bleak. It seems that companies are not managing induce or nurture loyalty or trust from their customers, one of the most integral factors in a brand’s success. Read More
“When building a brand and creating a product, a retailer needs to provide an experience, whether online or offline.“ After reading this, you may consider taking a leaf out of Pomelo’s book, the e-commerce brand which is breaking down the boundaries between ‘offline and online’ customer experiences in order to improve the customer experience. Read More
We are continuing with the customer experience theme with this piece from Ted Rubin, reminding us in his usual no-nonsense way that without context, our customer data is not only misleading but also hazardous. You may know what your customers want, but you might not know why… Read More
Carla Johnson talks us through how MGM Resorts International gained recognition in a larger market while keeping existing customers clamoring for more – all through a well-executed content marketing strategy. It’s inspiring stuff! Read More
Now we’ve got the fun stuff out of the way, here’s something for the Digital Asset Management geeks among us. Or possibly not – with definitions of CMS, MAM,PIM and more, John Horodyski has included something for most of us interested in martech. And if you missed Part One, don’t worry – you can access it here ! Read More