In my post “Don’t Take The Customer Decision Journey For Granted” I argued that it is time we start putting our money where our mouth is and really dig into helping Consumers make their purchase decisions. Not an easy task, if only for the myths that surround the theme.
If we judge marketers by their (customers’ ) actions we could come to the conclusion many take the Customer Decision Journey for granted. And it’s highly questionable if predictive (online) analytics is the best solution. So, what could you be doing?
You have probably heard this before: “People in [fill in any country name] do not rate your service with a 9 or higher. That’s not our culture”. Do you buy into this ‘culture’-effect? I don’t, and here’s why:
I believe one can be extremely Customer centric without having a Customer Relationship Management or (Branded) Customer Experience strategy.. You can read why and how in this post.
I stumbled on this -must-read- post from Gaurav Ballah, in which he embedded a video from Steve Jobs I think is a must see for it puts an end to […]
I disagree with Esteban Kolsky’s “Case for Single Channel Excellence” before entering into another channel. There are a couple of reasons why: