Making purpose part of customer experience
One retailer’s principled stand shows an intrinsic understanding of customer outcomes Aren’t orang-utans cute? Would you like one in your home? Well, now you can if you shop at Iceland,…
Why is your content not connected?
Make life easier for your customers to create opportunities Watch an online ad, navigate around a brand’s website or consume some social content on the likes of Facebook or Linkedin…
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Google’s Christmas Shopper Typologies
Google’s Christmas Shoppers – 4 Typologies with different buying behaviour. You can be sure that all 4 types use their Smartphones! “First they research, then they buy.” In fact, all…
Are you making CX too much of a hard sell?
Make it easy for your stakeholders and your job will become easier too Selling sand to Saudis? Carrying coals to Newcastle? Or just trying to convince your senior stakeholders to…
The Cost of Content Chaos
It's almost certainly more than you think How much does your business spend on content each year? If you are following global trends, it is an amount that is set…
Why bother with customer journey mapping?
It’s a powerful technique, but only under certain conditions Be honest now: if I were to ask you where your customer journey maps are kept, could you – hand on…
The Missing Link
Content connects customers with your brand Every piece of creative that you produce whether text, images or video and for social media, campaigns, TV adverts, call centre scripts or corporate…
How much of your content never gets consumed?
Having a centralised content strategy would help You have created an awesome video, written a gripping article or drawn a masterpiece. You publish to your website and social channels. Being…
Can customers win the fight against global warming?
Responsible use of data can help If there’s one thing that gets me going it’s being told I should change my behaviour in order to affect something of global significance.…
How to get your tentacles into Customer Engagement!
I'm often challenged by brands that want to engage their customers online. If only they could get past customers involved. And how? Especially if some large groups of customers are…
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